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Report The State Of Chat In Retail, 2021
Consumers Use Chat For Customer Support, Including Prepurchase Support, But Not For Commerce
As consumers increasingly opt to engage with retailers and brands via chat, firms must ensure that customer experiences are efficient, effective, and effortless. Digital business pros have used...
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Report Q&A: The Marketer's Guide To SMS
So You Want To Set Up An SMS Marketing Program. Here's What B2C Marketers Should Know
March 3, 2021 | Stephanie LiuSMS offers opportunities for B2C marketers to communicate directly with customers in a highly engaging format. However, it's also a unique message format that requires additional consideration...
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Report The State Of Digital Banking, 2021
Landscape: The Digital Banking Strategy Playbook
January 29, 2021 | Aurelie L'HostisThe 2020 coronavirus pandemic has driven disruption and turbocharged digital transformation in banking. Disruptors are gaining ground, innovating around both customers' and businesses' needs. While...
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Report The Art And Science Of Retail eCommerce
Executive Overview: The Retail eCommerce Playbook
July 6, 2020 | Sucharita KodaliRetail 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 Now Tech: Mobile Engagement Automation, Q2 2020
Forrester's Overview Of 25 Mobile Engagement Automation Providers
You can use mobile engagement automation (MEA) to identify the right moments to engage with customers, send contextually relevant messages, and engage with customers across the entire customer...
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Report Join The Progressive Web App Movement
The Spike In Online Commerce Has Raised The Urgency For An App-Like Mobile Web Experience, Tailor-Made For Progressive Web Apps
May 6, 2020 | Ted SchadlerNow that Apple supports the progressive web app (PWA) standards that Google pioneered, it's time to join organizations like eBay, the Financial Times, Flipkart.com, Starbucks, and West Elm in the...
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Report The State Of Retailing Online 2020: Marketing, Omnichannel, And Mobile
Landscape: The Retail eCommerce Playbook
April 21, 2020 | Sucharita KodaliForrester surveyed online retailers in its annual "The State Of Retailing Online" study in partnership with the National Retail Federation (NRF). Overall retail continues to grow, including online...
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Report State Of Alternative Payments Acceptance In US Retail
An Evaluation Of 100 US Retailers And Their Payment Options
April 3, 2020 | Lily VaronWe reviewed 100 US retailers across several categories to evaluate the current state of alternative payments acceptance. The evaluation covered 10 alternative payment methods including digital...
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Report The State Of The US Mobile Store
Understanding The Mobile-Powered Shopping Journey
April 3, 2020 | Sucharita KodaliAs today’s consumers become increasingly reliant on their smartphones, online retailers with strong mobile sites end up with a very cost-effective way to support shoppers and drive conversion by...
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Report Mobile Commerce In 2030
mCommerce Is A New Mobile Services Economy, Not Mini eCommerce
Investments in mobile have been one of the most important shifts for consumer-facing businesses in the last decade, but companies will need to modify their strategies and plans to accommodate...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Utilities
Emerging technologies will impact what is possible in the consumer utilities market — electricity, water, and gas — in terms of controlling consumption but will have less influence on direct...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Wealth Management
Future wealth management services will be more natural, personalized, and contextually relevant. Mobile experiences in wealth management will be fueled by emerging technologies and customer-focused...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Transportation
Consumers today regularly engage with transportation-as-a-service models like Uber and Lyft via their mobile devices. As new technologies emerge, the transportation industry will be disrupted once...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Media
More than a quarter of US online adults prefer to use their smartphones to purchase digital or downloadable products. Consumers already regularly spend money on digital media like videogames on...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Insurance
Emerging technologies will shift the traditional insurance industry to adopt new, digital practices. The accompanying PDF provides a closer look at the impact that emerging technologies will have...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Education
Mobile has long promised to be the great equalizer in education by bringing connectivity to the billions of people who own mobile devices. Emerging technologies will scale education with immersive...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Banking
US consumers today complete a double-digit percentage of banking activities on their mobile devices. As mobile technologies advance, so will banking capabilities. Ultimately, consumers will feel as...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Retail
Visual Search Will Elevate mCommerce Revenue In Retail
Mobile has transformed retail by adding proximity and immediacy to the shopping experience: Many visits to US eCommerce sites now occur via smartphones, and US consumers complete a double-digit...
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Report Financial Services Firms Should Personalize Across The Lifecycle And On All Touchpoints
Personalization Is About Deepening Customer Engagement
Most financial services companies are taking a narrow approach to personalization. Digitally empowered customers are seeking and expecting better, more relevant experiences, but product-oriented...
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Report Research Overview: Mobile App Experiences
A Guide To Getting Mobile Retail Experiences Right
September 20, 2019 | Jennifer Wise, Michelle BeesonMobile 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,...
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Report The State Of Digital Banking, 2019
September 6, 2019 | Aurelie L'HostisThe banking industry has entered a period of unprecedented innovation. While many banks have woken up to the threats, few have embarked on a true digital business transformation. This report...
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Report eCommerce In Latin America: The Six Growing Markets Retailers Must Know
Trends In Six Latin American Countries From The Forrester Analytics: Online Retail Forecast, 2018 To 2023 (Latin America)
August 28, 2019 | Lily VaronWith a population of over half a billion and two countries that rank among the world's 15 largest economies, Latin America is firmly on the radar of digital business executives looking to expand...
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Report Retail Mobile App In-Store Best Practices For 2019
Apply Lessons Learned From The European And US Forrester Retail Wave™ Evaluations
June 28, 2019 | Jennifer Wise, Michelle BeesonMobile is a dominant digital touchpoint for today's shoppers, so retailers must elevate their mobile experiences to win, serve, and retain loyal customers. Data shows that those who download and...
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