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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 A Post-Truth Climate Is Shaping Gen Z's Consumer Behaviors

  Now More Than Ever, The Next-Generation Consumer Expects Brands To Be Real, Be Respectful, And Represent

  January 14, 2021 | Mike Proulx

  Step aside, Millennials. CMOs have their sights set on the next generation of consumers and for good reason. Gen Z (born in or after 1997) is likely to form the majority of US consumers in just...

• Report The State Of The US Grocery Shopper — COVID-19

  US Grocery Shopper Behaviors In The New Normal

  December 22, 2020 | Sucharita Kodali, Madeline Cyr

  Throughout waves of shutdowns and fears that the coronavirus pandemic has resurged, one place where online adults still show up is in grocery stores. In this way, the pandemic has essentially...

• Report US Tech Market Outlook For 2021: After The Election

  How Politics, The Pandemic, And The Economy Will Shape Industry Tech Budgets

  December 3, 2020 | Andrew Bartels

  The pandemic continues, and we'll feel its ongoing impacts throughout 2021. In this report, we provide our projections by industry for tech spending and the split of tech budgets between new...

• Forum Technology & Innovation Global

  Adapt To Win

  November 4, 2020 | Live Virtual Experience | Liz Herbert, Matthew Guarini, Brian Hopkins

  In today’s business environment, change is constant. Technology, customer expectations, workforce issues, and economic factors are continually evolving. To thrive in this environment,...

• Forum Security & Risk Global

  Leading the Way

  September 22, 2020 | Live Virtual Experience | Laura Koetzle, Stephanie Balaouras, Heidi Shey

  As attackers get more sophisticated and new technologies emerge, the strategies to protect your organization’s valuable data must also evolve. Attend Security & Risk to learn about...

• Report Consumer Goods Companies Spend More On Digital Marketing

  The COVID-19 Pandemic Hastens Trends That Were Already In Motion

  August 6, 2020 | Shar VanBoskirk, Brandon Verblow, David Novitzky

  For CPG marketers, the COVID-19 pandemic and its associated shelter-at-home restrictions created both a burst of product demand and unexpected media behavior. The result is that digital spend by...

• Report The US Customer Experience Index, 2020

  How Brands Build Loyalty With The Quality Of Their Experience

  June 15, 2020 | TJ Keitt

  As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

• 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...

• Report The Future Of The Digital Store

  Vision: The Digital Store Playbook

  March 19, 2020 | Fiona Swerdlow

  Today's empowered customers use multiple digital devices to engage with brands and retailers on their own terms while shopping in-store. At the same time, new technologies are transforming retail...

• Report Process Makes Perfect: Exceed Customer Expectations With Omnichannel Excellence

  Processes: The Omnichannel Commerce Playbook

  March 13, 2020 | Brendan Witcher

  Although having a functioning omnichannel fulfillment program is now a basic necessity, many retailers still fail to meet customer expectations. They also struggle to fully understand program...

• Report 2020 To 2021 US Tech Budgets: The Industry Outlook

  CIOs Should Tighten Their 2020 To 2021 Tech Budgets Based On Slowing But Still Positive US Economic Growth

  March 3, 2020 | Andrew Bartels

  The US tech budget outlook for 2020 and 2021 is getting darker, but growth will still be positive with a low risk of an actual downturn. In this report, we provide our 2020 to 2021 forecasts for...

• Report How US Companies Improved Their CX Index Scores

  February 20, 2020 | Harley Manning, Sam Karpinski, William Willsea

  As customer expectations have continued to climb, overall Customer Experience Index (CX Index™) scores have continued to stagnate. In the run-up to 2019, a few companies outpaced the pack and made...

• Report The Canada Digital Retailers Customer Experience Index, 2019

  How Canadian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 21, 2020 | Harley Manning, Sam Karpinski

  How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

• Report Research Overview: Optimize Digital Commerce Delivery And Returns In The US

  December 26, 2019 | Sucharita Kodali, Madeline Cyr

  This document is an overview of the "Returns, Last Mile, And Same Day Delivery" research series with links to the documents it contains. Brands are grappling with rising consumer expectations for...

• Report The US Luxury Auto Manufacturers Customer Experience Index, 2019

  How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  December 19, 2019 | Michelle Yaiser, Rick Parrish

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

• Report Free, Fast Delivery Is An Oxymoron — Here Are Six Disruptions To Test Instead

  October 3, 2019 | Sucharita Kodali

  Retailers are rushing to faster delivery, but Forrester believes that is a fool's errand. Merchants and shippers must find ways to deliver more goods to shoppers cost-effectively or they will face...

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  Webinar From The US To Asia Pacific: How To Engage Digitally Savvy Luxury Consumers Across The Globe

  September 11, 2019 | Michelle Beeson, Xiaofeng Wang

  Luxury brands still have lots of ground to cover to create the exceptional omnichannel customer experiences that their customers expect. But how do those customer expectations differ across the...

• Report The US Multichannel Retailers Customer Experience Index, 2019

  How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience

  September 10, 2019 | Fiona Swerdlow, Michelle Yaiser

  How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retail brands that were...

• Report The US Digital Retailers Customer Experience Index, 2019

  How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

  September 9, 2019 | Fiona Swerdlow, Michelle Yaiser

  How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

• Report Changing Expectations Fuel Direct-To-Consumer Disruption

  Consumers Redefine Convenience, Quality, And Trust

  April 2, 2019 | Jim Nail, Anjali Lai

  A wave of so-called digitally native direct-to-consumer (DTC) startups have burst on the scene, gaining market share and media attention. Long-standing brands are scrambling to respond with their...

• Report The New Paradigm Of Retail

  March 26, 2019 | Sucharita Kodali

  Omnichannel services continue to change the offers that retailers provide and the ways that consumers buy. The demands on retailers are changing in lockstep. Even as eCommerce sales grow, retailers...

• Report Forrester Analytics: Online Retail Forecast, 2018 To 2023 (US), Q4 2018 Update

  ForecastView Document

  March 8, 2019 | Michael O'Grady

  While talks of economic uncertainty loom over the US, online retailing saw strong growth over the past year, with a 16% year-over-year increase. Consumer electronics, grocery (food and drink), and...