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  • Customer Experience Management
  • Retail
  • Asia Pacific

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The Retail E-Commerce Playbook For 2021

The Art And Science Of Retail eCommerce

Retail eCommerce sales continue to climb, and digital business executives must check all the boxes to ensure that they're not missing either opportunities for direct online sales or ways that...

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  • Report Geopolitical Disruption Demands Local Trust

    CMOs At Global Brands Must Pivot To Truly Multilocal Operations
    February 11, 2021 | Thomas Husson

    Even before COVID-19, significant economic, political, and tech trends were fragmenting the global order. The pandemic's economic and social crises and associated geopolitical shifts will drive...

  • Report Forrester Predictions 2021: Accelerating Out Of The Crisis

    October 28, 2020 | Sharyn Leaver

    2020 shattered the status quo. In 2021, advanced organizations will adapt and use the upheaval to forge a competitive edge. Discover your organization's path to success. Read Forrester's 2021...

  • Report Case Study: Starbucks Accelerates Growth With Alibaba's New Retail

    How The Coffee Giant Drives Business Growth By Plugging Into The Largest Online-To-Offline Ecosystem In China
    March 23, 2020 | Xiaofeng Wang, Danny Mu

    Despite its dominance in the coffee retail segment, Starbucks struggled to serve empowered Chinese consumers efficiently and keep pace with fast-emerging local competition. The coffee chain has...

  • Report Forrester Infographic: Connected Shoppers In Southeast Asia

    Retailers Must Deliver Consistent Experiences Throughout Customers’ Shopping Journey
    November 25, 2019 | Xiaofeng Wang

    Consumers in Southeast Asia (SEA) are connected and channel-agnostic. Retailers and brands must invest in digital strategies and omnichannel retail to provide consistent shopping experiences....

  • Report The Australia Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    November 19, 2019 | Riccardo Pasto

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 31 brands across three industries and the federal...

  • Report Omnichannel Retail Capabilities Benchmark In Singapore

    November 18, 2019 | Xiaofeng Wang, Tom Mouhsian

    Forrester's 2019 Retail Omnichannel Capabilities Assessment benchmarked six retailers in Singapore. Digital business executives at retailers can use this report to understand how their omnichannel...

  • Report Revamping Shopping Malls By Balancing Technology With Experience

    Singapore's Take On The Future Of Shopping Malls
    October 16, 2019 | Xiaofeng Wang

    Offline retail still takes the lion's share of overall retail spending; this is particularly true for the island city-state of Singapore, with its abundance of shopping malls. This report analyzes...

  • Report The India Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    September 19, 2019 | Amit Bhatia

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer...

  • Report Forrester Infographic: State Of CX In India

    Lessons Learned From Forrester’s CX Index™ Data
    July 11, 2019 | Amit Bhatia

    Since 2015, Forrester has been measuring the customer experience (CX) in India using our proprietary Customer Experience Index (CX Index) methodology. This infographic presents some key insights on...

  • Report Case Study: Luxasia Builds An Omnichannel Platform For Luxury Brands In Asia Pacific

    How A Traditional Retailer Reinvented Its Business Into A Platform Business Model
    May 20, 2019 | Frederic Giron

    Luxasia is transforming itself from a brick-and-mortar distributor of luxury products into a platform business that luxury brands use to foster relationships with customers and grow their business...