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  • Report Recruit And Retain Top Digital Talent

    Intermediate Level: Hire And Keep Digitally Skilled Employees To Embed Digital Throughout Your Organization
    May 1, 2019 | Fiona Swerdlow, Martin Gill, Mike Chirokas

    Established firms, including retailers and banks, struggle to recruit and retain the brightest digital talent. To attract digital professionals, they compete directly with startups, agencies, and...

  • Report Predictions 2016: The Omnichannel And Mobile Juggernaut

    November 10, 2015 | Sucharita Kodali, Adam Silverman, Brendan Witcher

    In 2016, retail eBusiness executives will face stronger competitors, rising labor costs, and the prospect of damaging customer data breaches. This brief predicts how investments in six areas will...

  • Report Brief: Five Killer Competencies Every Digital Team Needs To Build

    Develop New Ways Of Working To Enhance Digital Business Maturity
    June 15, 2015 | Martin Gill

    A combination of factors is challenging the make-up of your digital team. Digital is no longer tactical; it's a core part of business strategy. And as such, it's a boardroom topic. Digital skills...

  • Report Black Friday — The Sale That Stole Christmas

    What Can eBusiness Professionals Learn From Black Friday's Rocky Arrival In The UK?
    February 9, 2015 | Martin Gill, Michelle Beeson

    The 2014 holiday season was a roller coaster ride for many UK retailers. Black Friday arrived via the technology super highway from the US, with an unprecedented fanfare. For some it was highly...

  • Report Use Customer-Centric Metrics To Benchmark Your Digital Success

    February 5, 2015 | Martin Gill

    It's easy to measure basic digital metrics like page views or the number of Facebook fans you have, but all too often these superficial metrics offer little or no insight into how your firm is...

  • Report US Retail Segmentation: Gen Y Online Shoppers

    Using Forrester Technographics® To Profile Generation Y Online Shoppers In The US
    May 19, 2014 | Martin Gill, Sucharita Kodali, Douglas Roberge

    In the US, Gen Y is a digitally savvy segment that frequently buys online through a number of touchpoints and will continue to be a core segment for US online retailers for years to come. eBusiness...

  • Report Manage The Cross-Touchpoint Customer Journey

    March 26, 2014 | Martin Gill

    Today's consumer engages through a variety of touchpoints, yet many brands struggle to deliver cross-touchpoint experiences. Too many firms focus on each touchpoint in isolation and fail to enable...

  • Report Introducing The Global Retail Segmentation

    Leverage Forrester's Global Technographics® Benchmark Data To Design Localized Retail Experiences
    January 29, 2014 | Martin Gill

    It's easy for eBusiness executives to assume that shoppers use different touchpoints the same everywhere. But the reality is that there are some significant global differences in consumers'...

  • Report Building A Digital Travel Business

    Multichannel Strategies To Better Serve The Connected Traveler
    January 29, 2014 | Martin Gill

    The act of traveling may always be immune to digital disruption, but the way in which travelers engage with the experience is ripe for digital enhancement. The Internet has revolutionized the way...

  • Report Trends In Russia's eCommerce Market

    Pinpointing Opportunities In Russia's Complex And Dynamic eCommerce Ecosystem
    December 3, 2013 | Martin Gill

    Russia presents an enormous opportunity for eCommerce professionals eyeing potential international growth. However, as one Russian eBusiness professional told us, "You can make a lot of money here,...

  • Report Case Study: Amtrak Brings Rail Ticketing Into The 21st Century

    Mobile Ticketing Heralds A Cultural Revolution For Amtrak
    July 18, 2013 | Martin Gill

    When Amtrak's senior director of business mobile systems set about bringing the rail ticketing process into the 21st century, he faced a double challenge. He was not only embarking on an ambitious...

  • Report European Online Retail Forecast, 2012 To 2017

    Economic Instability Across Europe Will Do Little To Slow Retail eCommerce Growth
    March 13, 2013 | Martin Gill, Zia Daniell Wigder

    By 2017, Europeans will spend more than €191 billion online on retail products, and online retail growth will continue to outpace offline growth. As wallet share gradually shifts toward the Web,...

  • Report The Luxury Retailer's Guide To Agile Commerce

    February 1, 2013 | Martin Gill

    A new breed of luxury goods online shopper has arrived that is young, tech-savvy, Internet-aware, mobile-enabled, and embracing tablets fast. This new breed of global consumer is keen to find fresh...

  • Report European Online Retail Forecast: 2011 To 2016

    Online Retail Sales Growth In Europe Will Continue To Outpace Offline Growth For Years To Come
    February 27, 2012 | Martin Gill

    Online retail sales will continue to outperform overall retail sales figures in terms of percentage growth for many years to come in Europe. As the Web becomes an increasingly mainstream part of...

  • Report European Online Retail: Five Trends To Watch In 2012

    European eBusiness Executives Strive To Give Their Customers Choice And Flexibility Across The Purchase Journey
    February 3, 2012 | Martin Gill

    European shoppers are becoming increasingly web-savvy and are turning to a wider range of touchpoints as they research and buy products online and offline. In response, eBusiness executives across...

  • Report European eBusiness Executives Take A Cautious Approach To Daily Deals

    Brand And Margin Protection Inhibit Adoption, But Other Approaches Are Emerging
    January 18, 2012 | Martin Gill

    Skepticism is the watchword across Europe as eBusiness executives consider engaging with daily deals sites such as Groupon and Living Social. Concerns about brand damage and sales cannibalization...

  • Report French Online Retail Overview, 2012

    French Online Retail Is On The Brink Of A Multichannel Revolution
    January 4, 2012 | Martin Gill

    France is the third largest online retail market in Europe; although it will continue to mature and grow at a pace outstripping overall retail growth, there are significant changes in store for...

  • Report European Online Christmas Retail Outlook, 2011

    This Christmas Season eBusiness Executives Will Turn To A Wider Range Of Touchpoints Than Ever To Engage Bargain-Hungry, Web-Savvy Shoppers
    November 11, 2011 | Martin Gill

    Christmas 2011 will see European shoppers more connected, informed, and web-savvy than ever as they head both online and to the high street to find the perfect gift. With overall retail growth...

  • Report Agile Commerce Is Coming Of Age For European Retailers

    No Matter What Their Maturity, European eBusiness Success Will Hinge On An Effective Cross-Touchpoint Strategy
    October 26, 2011 | Martin Gill

    The most visionary European multichannel retailers are beginning their transformation toward agile commerce and are reaching out to their customers on new touchpoints — mobile, social, etc. — in a...

  • Report German Online Retail Overview, 2011

    Despite A Thriving Online Market, Multichannel Retail Is Still An Untapped Opportunity For German Retailers
    September 30, 2011 | Martin Gill

    The German online retail market is the second largest in Europe. Amazon.de and eBay are dominant forces, with major German consumer brands selling through those sites, and others following suit...

  • Report Website Functionality Benchmark: European Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers
    September 12, 2011 | Martin Gill

    Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

  • Report The UK Online Retail Overview, 2011

    As UK Shoppers Embrace Emerging Touchpoints, Some Notable Retailers Are Ahead Of The Field When It Comes To Adapting
    August 3, 2011 | Martin Gill

    The UK online retail market is the largest and most mature in Europe, but an almost daily stream of innovation is making things steadily more complex and chaotic. In a market led predominantly by...

  • Report European Online Retail: Adopt A Local Approach

    A Solid Understanding Of Customer Expectations And A Localization And Differentiation Strategy Are The Keys To Success Across Europe.
    July 15, 2011 | Martin Gill

    Despite some commonality in currency and legislation, there are some notable differences in customer shopping behavior and market trends across the various European online retail markets. eBusiness...

  • Report Using Online Video To Drive Clicks And Conversion

    A Guide To Approaching Or Revitalizing A Retail eCommerce Video Campaign
    June 8, 2011 | Martin Gill

    Shoppers are beginning to use online video to inform their purchases. Although consumer uptake is slow when compared with the wider acceptance of Internet video, online retailers are turning to...

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