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• Blog PlayStation 5 Launch Sends The UK Digital Customer Experience Back In Time

  November 19, 2020 | Michelle Beeson

  2020 leaves another sting in its tail for UK retailers today, among them Currys PC World, John Lewis, and Very.com (even Amazon had some trouble). After navigating the unexpected (and...

• Blog eTail Nordic Panel: Impact Of The Pandemic On Nordic Retailers

  October 27, 2020 | Michelle Beeson

  Last week, I had the pleasure of moderating a panel session at the eTail Nordic virtual event. Our discussion was focused on different retailers’ experiences of the pandemic and how it has impacted...

• Blog How Luxury Brands Must Close The Digital Gap

  October 23, 2020 | Michelle Beeson

  Back in the summer of 2017, we warned that luxury brands were out of time to improve their digital customer experiences. Since then, luxury brands have moved from relative inertia to a range of...

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  Webinar How Brands And Manufacturers Thrive In The Age Of Marketplaces: Strategic Issues (Part 1 of 2)

  October 23, 2020 | Sucharita Kodali, Michael O'Grady, Joanna O'Connell

  Brands and manufacturers that typically sell through wholesale channels are facing seismic shifts due to the transparency around goods online and the growing prevalence of e-commerce marketplaces...

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  Webinar Why Should Brands Value Sustainability?

  September 9, 2020 | Michelle Beeson

  Consumers continue to consider sustainability values in their decisions to buy from brands and retailers. In this webinar, we consider where consumer attitudes stand, particularly during the...

• Blog Brands Must Evolve From Wholesale Suppliers To Partners

  August 21, 2020 | Michelle Beeson

  Brands have been reviewing and revamping their digital commerce strategies for some time. With consumers forced online during pandemic lockdowns across the globe, this focus on digital has only...

• Report Brands' Success Relies On Relationships With Retailers

  Brands Must Evolve From Suppliers To Partners

  August 17, 2020 | Michelle Beeson

  The pandemic has magnified the importance of digital commerce strategies. For brands, it is not all about direct-to-consumer (D2C). A significant proportion of most brands' revenue comes via...

• Report The UK In The Pandemic: How Consumers And Businesses Are Changing

  As The Pandemic Drives A Lasting Shift In UK Consumers' Behaviors And Values, Firms Must Respond In Kind

  June 17, 2020 | Michelle Beeson

  Our new survey, the Forrester Analytics Consumer Technographics® COVID-19 Survey (Wave 1), studied 1,117 UK online adults to analyze the impact of the COVID-19 crisis. This report synthetizes the...

• Blog The Pandemic Accelerates Retailers’ Need For Digital Operations

  June 15, 2020 | Michelle Beeson

  The pandemic’s impact on retail is a story of two halves. Many firms have felt the pain of store closures and need to adapt their operations to online-only sales and social-distanced operations...

• Blog UK Consumers Keep Calm And Carry On

  June 11, 2020 | Michelle Beeson

  The results from our first wave of outreach from our Consumer Technographics® COVID-19 Survey are back. Responses from more than a thousand consumers across the UK, France, and Italy share how...

• Report Design Your Digital Store Blueprint For Customer Impact

  Roadmap: The Digital Store Playbook

  April 17, 2020 | Michelle Beeson

  The store is changing rapidly as new technologies appear, older technologies evolve, and others become mainstream, including click-and-collect and mobile point of service (mPOS). The problem for...

• Blog How Retail Omnichannel Commerce Stands In 2020

  March 31, 2020 | Michelle Beeson

  Customers believe they are engaging with one unified brand or organization, regardless of the device or touchpoints that they use. Retailers must ensure the continuity of information and resources...

• Report Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

  Landscape: The Omnichannel Commerce Playbook

  March 26, 2020 | Michelle Beeson

  Because customer expectations are so high, digital business professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This report analyzes...

• Blog Key Technologies All Brands Need To Build Their D2C And B2B2C Business

  March 26, 2020 | Michelle Beeson

  All brands must rapidly upgrade legacy technology systems and processes. And that is regardless of whether or not they sell directly to customers! Brands are facing an onslaught of greater demands...

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  Webinar Brands And DTC: What Are Brands Doing To Cultivate A Direct-To-Consumer Relationship?

  March 18, 2020 | Michelle Beeson

  Should all brands sell directly to customers online? How should brands work with marketplaces? What does all this mean for existing retail partner and distributor relationships? The sales...

• Report Research Overview: Five Must-Have Tech Solutions For Brand Manufacturers

  A Guide To Five Tech Solutions That Brand Manufacturers Need Across Direct And Wholesale Commerce

  March 12, 2020 | Michelle Beeson

  Many branded manufacturers are revamping their digital commerce strategies to manage growing direct-to-consumer (DTC) commerce alongside wholesale businesses. This effort involves evaluating new...

• Report Case Study: Matalan Taps Social Proof Messaging To Improve The Customer Journey

  Learn How UK Retailer Matalan Improved Its Sales Conversion Rates And Revenue With Social Proof Messaging

  March 5, 2020 | Michelle Beeson

  Improving the customer experience is a top business priority for most retail organizations. To create effective digital customer experiences, retailers must balance the best user experience (UX)...

• Report The France Retail Customer Experience Index, 2019

  How French Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 21, 2020 | Karine Cardona-Smits, Michelle Beeson, Luis Deya

  How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 retail brands that were analyzed as part of the...

• Report The UK Retail Customer Experience Index, 2019

  How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 16, 2020 | Karine Cardona-Smits, Michelle Beeson, Luis Deya

  How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 retail brands that were analyzed as part of the...

• Blog LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match

  November 27, 2019 | Michelle Beeson

  LVMH (Moët Hennessy – Louis Vuitton SE) is acquiring Tiffany & Co. for approximately €14.7 billion (or $16.2 billion). For LVMH, this will strengthen its presence in the US market and position...

• Report Accelerate Your Culture Practices For Digital Transformation

  Intermediate Level: Culture Practices For Digital Business

  October 22, 2019 | Michelle Beeson, Jacob Morgan, Alyson Clarke

  Strong digital culture underpins successful digital transformations. Once the foundations are in place, digital leaders must accelerate change and entrench digital skills, processes, and technology...

• Blog Holiday 2019: Bring Brand Values Into Your Storytelling

  October 7, 2019 | Michelle Beeson

  This blog post is part of Forrester’s Holiday 2019 retail series. Our Forrester Analytics Consumer Technographics® surveys at Forrester tell us that consumers increasingly care about retailers’ and...

• Report Apply Cultural Patterns From Leading Digital Innovators

  Advanced Level: Culture Practices For Digital Business

  October 4, 2019 | Jacob Morgan, Alyson Clarke, Michelle Beeson

  Cultural alignment is a huge enabler of change — when done well, it greases the skids; when poorly executed, it can stop transformation dead in its tracks. Digitally innovative firms are...

• Blog Redefine Omnichannel Success To Measure Performance Effectively

  September 24, 2019 | Michelle Beeson

  What should our omnichannel scorecard look like? What key metrics should be included? What metrics are we missing? These are some of the questions I often get from retailers. Retail performance...

• Report Research Overview: Mobile App Experiences

  A Guide To Getting Mobile Retail Experiences Right

  September 20, 2019 | Jennifer Wise, Michelle Beeson

  Mobile is the dominant digital touchpoint for shoppers around the world. Retailers must improve their mobile apps' usability and functionality to increase the likelihood of more direct sales,...