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  • Report The Forrester Retail Wave™: US Mobile Apps, Q1 2019

    Today's Retail Apps Meet mCommerce Objectives But Fail To Inspire Omnichannel Shopping
    February 25, 2019 | Brendan Miller, Jennifer Wise

    Mobile has become the dominant digital touchpoint, so retailers and digital business professionals must elevate their mobile experiences to win, serve, and retain their loyal customers. In 2017, we...

  • Report The New Mobile Mind Shift Index: Global

    Use The Mobile Mind Shift Index To Guide Your Local Strategy
    December 21, 2018 | Anjali Lai, Julie Ask, Thomas Husson

    In 2018, Forrester updated the Mobile Mind Shift Index (MMSI), a tool that enables digital business and marketing leaders to assess their customers' mobile intensity, expectations, and behaviors....

  • Report Retailers In Canada Must Stay Focused On Digital To Thrive

    Cross-Touchpoint Measurement, Mobile, And Marketing Will Drive eCommerce Growth
    June 22, 2018 | Lily Varon

    Forrester partnered with the Retail Council of Canada (RCC) to conduct our annual survey of retailers in Canada about their eCommerce business and key initiatives. The survey included insights...

  • Report Mobile Shopping Is Stalling, But Don't Panic

    May 3, 2018 | Sucharita Kodali

    Retailers have been aggressively investing in mobile commerce. However, the total percentage of physical goods retail in the US sold via mobile devices has not grown significantly in recent years....

  • Report Forrester Data: Mobile And Tablet Commerce Forecast, 2017 To 2022 (US)

    ForecastView Document
    April 9, 2018 | Susan Wu

    While retailers saw mobile commerce climb rapidly over the past five years, its growth will continue at a more measured pace over the next several years. However, US mobile commerce will continue...

  • Report The State Of Retailing Online 2018: Store Investments, Business Objectives, And Mobile

    March 26, 2018 | Sucharita Kodali

    The annual "The State Of Retailing Online" study by Shop.org, the digital division of the National Retail Federation (NRF), conducted by Forrester, is a summary of attitudes and investments that...

  • Report Digitally Impacted Retail Sales In 2018: Still Only Half Of Retail

    Highlights From The Forrester Data: Digital-Influenced Retail Sales Forecast, 2017 To 2022 (US)
    March 26, 2018 | Sucharita Kodali

    Half of US retail sales are now digitally impacted. Forrester expects this figure to grow to 58% by 2022. While mobile and omnichannel adoption influence digital impact, industries like grocery...

  • Report The State Of Digital Banking, 2018

    Digitally Empowered Customers Are Reshaping The Landscape
    February 7, 2018 | Aurelie L'Hostis

    The banking industry has entered a period of unprecedented innovation. While many banks have a digital strategy, few have embarked on a true digital business transformation. This report explores...

  • Report 2018 Retail Best Practices: Mobile Web

    Apply Lessons Learned From Forrester's Retail Wave™: US Mobile Web, Q4 2017
    February 2, 2018 | Brendan Miller

    Mobile web is booming: We forecast that US retail sales via smartphone will grow at a compound annual growth rate (CAGR) of 18% over the next five years. Plus, smartphones will impact more than...

  • Report The Forrester Investing Wave™: US Mobile Apps, Q1 2018

    Mobile Investing Apps Underwhelm With Poor Usability And Lack Of Guidance, Undermining Strong Transactional Features
    January 16, 2018 | Davis Janowski, Jennifer Wise

    Mobile apps have become integral to consumers, who turn to them to manage their everyday lives — including their financial well-being. To see how helpful investing apps are to customers, we...

  • Report Investment Management Apps Are Failing Mainstream, Younger US Investors

    Incumbents Risk Losing Millennial Investors Over Lack Of Comprehensive Financial Guidance In Mobile Offerings
    December 26, 2017 | Davis Janowski

    Many traditional investment management firms have felt little pressure to develop their mobile apps to include holistic advice features. This makes sense to a point: Incumbent firms' best clients...

  • Report Best Practices In US Mobile Investing Functionality

    The Industry Has Far To Go To Meet The Holistic Needs Of Younger Investors
    December 7, 2017 | Davis Janowski

    With expectations rising and substantial business at stake in landing and retaining 87 million US Millennial investors, digital wealth management teams know they need to improve their portfolios of...

  • Report North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps
    November 17, 2017 | Andrew Hogan, Alex Causey, Jennifer Wise

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are North American mobile banking apps...

  • Report The Forrester Retail Wave™: US Mobile Web, Q4 2017

    The Functionality And Usability Gap Widens Among Top Retailers' Mobile Websites
    October 26, 2017 | Brendan Miller, Jennifer Wise

    The mobile web is becoming many retailers' most visited digital channel, yet it converts at an average of just 1% — less than both desktop web and mobile apps. To increase mobile web conversion,...

  • Report The State Of Empowered Customers And Technology: Benchmark 2017, Global

    Global Consumer Technographics®
    October 6, 2017 | Anjali Lai

    Consumer behaviors and expectations are rapidly evolving, but the rate of change differs across the globe. And while similar attitudes drive the most empowered customers, their device usage varies...

  • Report Four Technology Priorities For US Healthcare Providers

    Providers Must Close Gaps In Customer Insight And Engagement
    August 14, 2017 | Kate McCarthy

    Regulatory upheaval is ongoing, but it does not change the imperative for providers to deliver on their promise to improve the cost/quality paradigm as they shift to value-based care. As business...

  • Report The State Of Empowered Customers And Technology: Benchmark 2017, US

    North American Consumer Technographics®
    August 10, 2017 | Reineke Reitsma

    For the first time, we present an annual report that shows the impact of technology on US empowered customers' attitudes, behaviors, and expectations, based on the Forrester Data Consumer...

  • Report Global Mobile Banking Benchmark, 2017

    BBVA Earns The Top Spot

    To stay relevant to customers, digital banking strategy executives need to deliver useful and usable mobile banking services that not only exceed customers' current expectations but also anticipate...

  • Report Global Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 53 Mobile Banking Apps
    July 13, 2017 | Andrew Hogan, Alex Causey

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are mobile banking apps delivering...

  • Report Case Study: How Kohl's Operationalizes Its Digital Strategy

    May 31, 2017 | Brendan Miller

    Expanding digital shopping channels, downward pricing pressures, and heightened consumer and investor expectations are disrupting traditional brick-and-mortar retailers. This case study provides...

  • Report 2017 Canadian Mobile Banking Benchmark

    CIBC Comes Out On Top By Offering Valuable, Easy-To-Use Mobile Banking Services
    May 11, 2017 | Peter Wannemacher, August du Pont

    Digital banking strategy leaders need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and enable them to...

  • Report 2017 US Mobile Banking Benchmark

    Direct Bank USAA Earns The Highest Overall Score By Providing A Wide Range Of Valuable Mobile Banking Features For Customers
    May 4, 2017 | Peter Wannemacher

    Digital banking strategy leaders need to deliver mobile banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and enable them to...

  • Report Executive Q&A: Four Questions Retailers Need To Ask About Android Mobile Payment Systems

    eBusiness Leaders Need An Android Mobile Payments Strategy
    May 1, 2017 | Brendan Miller, Jacob Morgan

    Globally, Android holds the largest slice of the mobile handset pie, so retailers that effectively implement Android mobile payments stand to acquire new customers and increased sales from the...

  • Report 2017 Technology Imperatives For US Health Insurers

    Regulatory Uncertainty Accelerates The Need For Customer Insight And Engagement
    April 5, 2017 | Kate McCarthy

    2017 is likely to be fraught with uncertainty for health insurers as Congress evaluates massive changes to the Affordable Care Act (ACA). During this prolonged period of uncertainty, insurers will...

  • Report The State Of Retailing Online 2017: Key Metrics, Business Objectives, And Mobile

    February 28, 2017 | Fiona Swerdlow

    Retailers must continually evolve and adapt with increasingly empowered customers and the ever-changing technology available to them. The annual "The State Of Retailing Online" study by Shop.org,...