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  • Report COVID-19 Accelerated Your Digital Momentum — Don't Slow Down Now

    How To Harness Digital Momentum During And After The Pandemic
    February 25, 2021 | Michael Barnes

    The global pandemic forced many firms to shift almost overnight to only engaging customers virtually. Digital teams were thrust to the forefront of organizations' responses. The impact on digital...

  • Report Research Overview: Tech Titans In Healthcare, Banking, And Retail

    A Guide To Forrester's Research On The Tech Titans
    February 23, 2021 | Alyson Clarke, Arielle Trzcinski

    The "tech titans" — Amazon, Apple, Facebook, and Google — are expanding into the healthcare, banking, and retail sectors. They will look to further reorient customer expectations as they take on...

  • Report The Future Of Distribution

    Use Platforms Of Distribution To Bring New Outcomes To New Buyers
    February 23, 2021 | Joe Cicman, Jay McBain

    Traditional distribution faces obsolescence as buyers seek closer relationships with vendors. Distributors evolved over decades to buy time — adding value via fulfillment, credit facilities,...

  • Report Digital Store Analytics Tech For The New Normal

    Performance Management: The Digital Store Playbook
    February 19, 2021 | James McCormick, Scott Compton

    A new crop of emerging technologies, and the solutions they power, will unleash a new cycle of rising expectations from buyers and employees, as well as changing behaviors and disruption. This...

  • 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 Research Overview: Omnichannel Requires A Buffet Of Tech Solutions

    Tools And Technology: The Omnichannel Commerce Playbook
    February 4, 2021 | Brendan Witcher

    Today's "anywhere, anytime" commerce means that digital business leaders must race to fully modernize their commerce systems while recognizing that omnichannel is far more complex than simply...

  • Report Embrace Rapid Change In Insurance Technology

    Executive Overview: The Digital Insurance Strategy Playbook
    February 3, 2021 | David Hoffman

    Digital technologies are transforming the entire value chain of insurance; creating new distribution opportunities; altering how insurers can assess, price, and manage risks; and creating new...

  • Report Digital Go-To-Market Review: Consumer Electronics Brands, 2021

    Smart Brands Prioritize Direct-To-Consumer Sales And E-Control
    February 2, 2021 | Sucharita Kodali, Madeline Cyr

    Brands that have traditionally sold through wholesale channels must adapt to the drastically evolving retail environment. Forrester's Digital Go-To-Market Review evaluates brands across the...

  • Report B2C (Still) Sets The Standard For B2B

    Roadmap: The B2B E-Commerce Playbook
    February 1, 2021 | Joe Cicman

    If you want to see the future of B2B e-commerce, look at the top-rated consumer sites. Sure, business buyers have some unique needs, but when it comes to design, interactive features, and community...

  • Report Make Omnichannel Real In B2B Commerce

    Business Case: The B2B E-Commerce Playbook
    February 1, 2021 | Joe Cicman

    Disruption is turning B2B buying and selling on its head. Quick and efficient B2C buying journeys have reshaped B2B buyers' expectations, and marketplaces have shortened the distance between buyers...

  • Report The State Of Digital Banking, 2021

    Landscape: The Digital Banking Strategy Playbook
    January 29, 2021 | Aurelie L'Hostis

    The 2020 coronavirus pandemic has driven disruption and turbocharged digital transformation in banking. Disruptors are gaining ground, innovating around both customers' and businesses' needs. While...

  • Report Gauge Your Digital Store Maturity

    Assessment: The Digital Store Playbook
    January 29, 2021 | Emily Pfeiffer, Madeline Cyr

    Digital business leaders who are driving digital store transformation initiatives need a clear plan for how technology will transform the store. Plus, they need the skills to influence others in...

  • Report Branded Manufacturers: Master Your Own Digital Destiny

    Understand Your Brand's Digital Commerce Opportunity To Craft A Comprehensive Direct-To-Consumer Strategy
    January 29, 2021 | Michelle Beeson

    Consumer-facing brand manufacturers are doubling down on their direct-to-consumer (DTC) digital engagement and commerce capabilities. To master their digital destiny, brands must understand the...

  • Report Make Your B2B Business A Digital Business

    Executive Overview: The B2B E-Commerce Playbook
    January 29, 2021 | Joe Cicman

    Ever-evolving buyer demands are forcing B2B sellers to fundamentally rethink how they go to market — from the customers they target to the channels they sell through. The B2B e-commerce playbook...

  • Report Now Tech: Warehouse Management Systems, Q1 2021

    Forrester's Overview Of 19 Warehouse Management Systems
    January 27, 2021 | George Lawrie

    For years, companies outsourced transportation and warehouse management by using third-party logistics services to share logistics facilities. But supply chain disruption and rapidly changing...

  • Report Five Key Stakeholders Will Define Retail In The 2020s

    Vision: The Retail E-Commerce Playbook
    January 27, 2021 | Sucharita Kodali, Fiona Swerdlow

    New business models and new ways of getting goods to consumers have already transformed retail. In the coming years, retailers and brands will bow to tighter scrutiny and accountability by...

  • Report The Retail E-Commerce Metrics That Matter

    Performance Management: The Retail E-Commerce Playbook
    January 25, 2021 | Sucharita Kodali

    To achieve key business goals such as increasing retail sales, digital business retail executives need to ensure that they have the right metrics in place. These metrics should track customers' use...

  • Report The Five CRM Trends In 2021 That Will Shape Engagement, Relationships, And Revenue

    Vision: The CRM Playbook
    January 22, 2021 | Kate Leggett

    In the age of the customer, customer experience (CX) is the only source of competitive differentiation. CRM has the power to transform customer relationships, but firms have only started to tap its...

  • Report US Online Grocery Snapshot: Q1 2021

    IRI Data Shows How The Pandemic Has Shaped Online Grocery
    January 20, 2021 | Sucharita Kodali

    Digital business retail pros generally agree that the pandemic has driven rapid growth in online grocery sales. Data from IRI confirms that shift — but it's still unclear how much of that behavior...

  • Report Empowered Consumers Go Green

    Empowerment Drives The Sustainability Transformation
    January 19, 2021 | Anjali Lai, Salvatore Schiano

    The past 20 years has enabled consumers to buy more products from more places more cheaply, but consumers feel unfulfilled. The rapid escalation of self-centered experiences has ignored a core...

  • Report Five Practices To Succeed With Your Retail E-Commerce Strategy

    Processes: The Retail E-Commerce Playbook
    January 15, 2021 | Sucharita Kodali

    Retail e-commerce has well over two decades of experience under its belt, so digital retail businesses at all maturity stages have a fairly established set of best practices to follow. This report...

  • Report Grocers And C-Stores: Check Out Cashierless Technology Decision Points And Benefits

    January 7, 2021 | Scott Compton

    This research helps retail store operations and digital transformation executives evaluate the choices related to cashierless checkout technology, including scan by customer, smart carts, and...

  • Report The Future Of Commerce Technology: Commerce Platforms End With An Ecosystem On FIRE

    Digital Acceleration Demands That Businesses Evolve Their Architecture To Survive
    January 5, 2021 | Emily Pfeiffer

    Commerce is no longer the core technical function within increasingly complex commerce tech stacks. As this landscape shifts, the new dual cores instead center around experience and operations....

  • Report The Five Key Success Factors Of Every Digital Business

    Strategic Plan: The Retail E-Commerce Playbook
    January 4, 2021 | Sucharita Kodali

    Successful organizations are largely driven by the right people, the right organizational structure, and an innovative idea for selling online that often reinforces brick-and-mortar stores. In the...

  • Report The Forrester Digital Experience Review™: US Investing Websites, Q4 2020

    Fidelity Leads With A Breadth Of Functionality, While TD Ameritrade Delivers A Strong User Experience
    December 29, 2020 | Vijay Raghavan, David Truog

    Investment firms' websites have become hubs for their clients' investing activities and financial planning decisions. To gauge the ease and effectiveness of the experiences these websites offer, we...

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