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The Retail E-Commerce Playbook For 2021

The Art And Science Of Retail eCommerce

Retail 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 The 2021 Holiday Planning Guide

    Lessons From 2020 To Develop Long-Term Customer Engagement And Loyalty
    June 28, 2021 | Fiona Swerdlow

    For many retailers, end-of-year holiday sales account for a significant percentage of annual sales and revenue. No surprise, then, that merchants start planning early. This report reviews how US...

  • Report Use Mobile Notifications To Modify User Behavior In Wellness Apps

    Part Of The "Successful Health And Wellness Mobile Experiences" Series
    June 3, 2021 | Julie Ask

    Health and wellness experiences can use mobile notifications to help consumers form new habits — but unlike other sectors, these services face unique challenges. First, there are limits to what...

  • Report The US Customer Experience Index, 2021

    How Brands Build Loyalty With The Quality Of Their Experience
    June 1, 2021 | TJ Keitt

    The coronavirus pandemic forced brands across industries to change their approach to customer experience (CX) on the fly. So how did they do? This report reveals the scores of 220 brands across 13...

  • Report Danger! Unchecked, Notifications Can Ruin Experiences

    May 21, 2021 | Julie Ask, Rob Koplowitz

    Businesses should use the data "exhaust" from digital process automation (DPA) solutions to dramatically improve customer experiences, giving customers greater peace of mind or timely nudges to...

  • Report Retail Trailblazers To Emulate In 2021

    Continuous Improvement: The Retail E-Commerce Playbook
    May 19, 2021 | Brendan Witcher, Nicole Murgia

    Retailers often look to each other for inspiration and ideas for digital transformation strategies. This report is a companion piece to the Forrester report The Top Retail Technology Investments In...

  • Report US Tech Market Outlook For 2021 And 2022

    Pandemic Progress And Healthy Stimulus Lead The Way To 6% Tech Growth In 2021
    April 26, 2021 | Andrew Bartels

    The outlook for the US economy and the US tech market is distinctly brighter than it was in December 2020, thanks to progress with COVID-19 vaccines and over $2 trillion in Federal economic...

  • Report Brands: Gauge The Size Of Your Digital Commerce Prize

    Assessing The Digital Commerce Opportunity For B2C Branded Manufacturers
    April 9, 2021 | Michelle Beeson

    Consumer-facing brands need digital commerce, but their opportunities aren't equal. Some brands' digital commerce strategy will prioritize direct-to-consumer sales across their own digital...

  • Report The 10 Core Competencies You Need To Be Future Fit

    April 6, 2021 | Brian Hopkins, Bobby Cameron, Patrick Carroll

    You need to be future fit to deliver great experiences for your customers and employees. To help you understand how to become future fit, we examined our North American 2020 Future Fit Technology...

  • Report Digital Experience Priorities In The Next Two Years

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "When you look forward two years, how will you describe your digital experiences? What is the next leap forward?" This report shares these perspectives from our "Digital Experience Executive...

  • Report The State Of Digital Experiences

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "How would you describe the state of your company's digital services or experiences today for consumers?" This report shares these perspectives from our "Digital Experience Executive Conversations"...

  • Report The Use Of Emerging Technologies In Consumer Digital Experiences

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "How is your organization using emerging technologies? Is doing so a priority?" This report shares these perspectives from our "Digital Experience Executive Conversations" series, in which...

  • Report Greener Consumers Demand Sustainable Brands

    The Green Revolution Will Drive The Next Wave Of Business Transformation
    March 22, 2021 | Thomas Husson

    Green consumers are frustrated — especially in Europe — and demanding that brands go beyond touting their environmental sustainability efforts and take real action. CMOs should embrace...

  • 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...

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