Search Results

• 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 Research Overview: Personalization

  A Guide To Our Personalization-Related Research

  December 11, 2020 | Rusty Warner, David Novitzky

  B2C marketers strive to deliver relevant, personalized customer experiences. But heightened customer expectations, conflicting business goals, overlapping technologies, and execution challenges...

• Report Must-Have E-Commerce Features

  Roadmap: The Retail E-Commerce Playbook

  October 28, 2020 | Sucharita Kodali

  Digital business professionals often grapple with prioritizing the countless issues that populate e-commerce to-do lists. This report takes a prescriptive look at industry standards as well as the...

• Report The Forrester Retail Quarterly Earnings Review, Q1 2020

  Highlights From 24 Retail Q1 2020 Earnings Call Transcripts

  August 18, 2020 | Fiona Swerdlow, Madeline Cyr

  As consumers demand more than ever from the retail experience, retailers and brands are investing to rethink and reinvent those experiences. The Forrester Retail Quarterly Earnings Review...

• Report The State Of Augmented Reality In Retail: 2020

  Continuous Improvement: The Digital Store Playbook

  June 9, 2020 | Julie Ask, Erin Sellers

  Since IKEA created an interactive experience with its product catalog, the quality of augmented reality (AR) experiences in retail has improved dramatically in the past 10 years. AR now supports...

• Report The Top Retail Technology Investments In 2020

  Retail And Brand Professionals Share Their Priorities For Tech-Driven Commerce Initiatives In The Coming Year

  May 11, 2020 | Brendan Witcher

  In January and February 2020, we interviewed more than 60 retail and brand professionals from over 50 companies to understand which technology initiatives they are investing in this year. This...

• Report The Forrester Retail Quarterly Earnings Review, Q4 2019

  Highlights From 25 Retail Q4 2019 Earnings Call Transcripts

  May 7, 2020 | Fiona Swerdlow, Madeline Cyr

  As today's empowered consumers demand more than ever before of the retail experience, leading retailers and brands are investing to rethink and reinvent their customers' cross-touchpoint...

• Report Lessons In Customer Acquisition: Learn From DTC Disruptors' Consideration Strategies

  DTCs Establish Credible Differentiation Rapidly With Social Proof, Design, Trials, And Email

  April 10, 2020 | Ryan Skinner, Sarah Dawson

  Direct-to-consumer (DTC) disruptor brands are growth engines, capturing the imaginations (and wallets) of a new generation of consumers, often for entirely novel product or service categories....

• 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 Retail Checkout Page Best Practices

  Examining The Best Practices Of 15 Leading, Primarily US, Retailers

  March 12, 2020 | Lily Varon, Sucharita Kodali

  An intuitive checkout page is particularly important in the online purchase journey — and could be the difference between a transaction and an abandoned cart. We looked at 14 of the top US...

• Report Get Accessibility Right: Recruit People With Disabilities Into The Design Process

  March 6, 2020 | Gina Bhawalkar

  Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it's no wonder firms are prioritizing accessibility. But it's about more than legal risk —...

• Report Case Study: Matalan Taps Social Proof Messaging To Improve The Customer Journey

  Learn How UK Retailer Matalan Improved Its Sales Conversion Rates And Revenue With Social Proof Messaging

  March 5, 2020 | Michelle Beeson

  Improving the customer experience is a top business priority for most retail organizations. To create effective digital customer experiences, retailers must balance the best user experience (UX)...

• Report Top Retail Tech Trailblazers To Emulate In 2020

  Continuous Improvement: The Retail eCommerce Playbook

  March 3, 2020 | Brendan Witcher

  Retailers often look to competitors and other brands that are leading the way in digital transformation for inspiration and ideas on how to execute on top retail initiative investments. For the...

• 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 The Forrester Retail Quarterly Earnings Review, Q3 2019

  Highlights From 21 Retail Q3 2019 Earnings Call Transcripts

  January 17, 2020 | Fiona Swerdlow, Madeline Cyr

  As today's empowered consumers demand more of the retail experience than ever before, leading retailers and brands are investing to rethink and reinvent their customers' cross-touchpoint...

• Report The UK Retail Customer Experience Index, 2019

  How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 16, 2020 | Karine Cardona-Smits, Michelle Beeson, Luis Deya

  How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 retail brands that were analyzed as part of the...

• 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 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 Digital Store Capabilities Benchmark In Singapore

  November 18, 2019 | Xiaofeng Wang, Tom Mouhsian

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

• Report The UK Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 13, 2019 | Joana de Quintanilha

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....

• Report Make “My Account” The Linchpin Of Your Personalization Strategy

  Examining The Best Practices Of 10 Leading US Retailers

  October 25, 2019 | Sucharita Kodali

  Retailers are obsessed with personalization to create more relevant experiences for — and “stickier” relationships with — their customers. Opt-in personalization, the ability for customers to...

• Report The Forrester Retail Quarterly Earnings Review, Q2 2019

  Highlights From 22 Retail Q2 2019 Earnings Call Transcripts

  October 18, 2019 | Fiona Swerdlow

  As today's empowered consumers demand more of the retail experience than ever before, leading retailers and brands are investing to rethink and reinvent their customers’ cross-touchpoint...

• 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 Research Overview: Mobile App Experiences

  A Guide To Getting Mobile Retail Experiences Right

  September 20, 2019 | Jennifer Wise, Michelle Beeson

  Mobile 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,...

• 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...