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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

  December 4, 2019 | Julie Ask, Sucharita Kodali, George Lawrie

  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...

• Report Forrester Infographic: Connected Shoppers In Southeast Asia

  Retailers Must Deliver Consistent Experiences Throughout Customers’ Shopping Journey

  November 25, 2019 | Xiaofeng Wang

  Consumers in Southeast Asia (SEA) are connected and channel-agnostic. Retailers and brands must invest in digital strategies and omnichannel retail to provide consistent shopping experiences....

• Report Redefining The Three Commerce Technology Models For Today's Business Requirements

  November 22, 2019 | Emily Pfeiffer, George Lawrie, Joe Cicman

  The original on-premises, limited, legacy commerce suites and platforms are being reborn, creating open architecture to allow commerce businesses to implement only and exactly what they need to...

• 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 Predictions 2020: Retail

  To Grow, Retailers And Brands Must Navigate The Rough Social And Economic Waters Ahead

  November 5, 2019 | Fiona Swerdlow, Sucharita Kodali, George Lawrie

  Digital business retail pros, get ready for yet another tumultuous year in 2020. Social responsibility, continued expansion into new services, and data mastery are just some of the areas that we...

• 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 Free, Fast Delivery Is An Oxymoron — Here Are Six Disruptions To Test Instead

  October 3, 2019 | Sucharita Kodali

  Retailers are rushing to faster delivery, but Forrester believes that is a fool's errand. Merchants and shippers must find ways to deliver more goods to shoppers cost-effectively or they will face...

• Report Retailers, Reduce The Pain Of Online Returns

  Shoppers Want Generous, Flexible Online Return Policies

  September 30, 2019 | Sucharita Kodali

  In the hypercompetitive online retail sector, product returns are a cost of doing business. Traditional retailers have generally tried to reduce returns by any means possible, but digitally native...

• 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 Evolve Retail Metrics To Measure Omnichannel Performance Effectively

  Use Metrics That Spark Action And Shine A Light On Long-Term Business Health

  September 16, 2019 | Michelle Beeson, Brandon Purcell

  Metrics are a crucial guide for the entire organization about your company's omnichannel progress and what it means to your customer. Most retailer performance dashboards include touchpoint-focused...

• Report Research Overview: Digital Commerce Strategies For Brands

  A Guide To How Branded Manufacturers Must Reevaluate Their Digital Commerce Strategy And Opportunity

  September 11, 2019 | Michelle Beeson, Sucharita Kodali

  Should all brands sell directly to customers online? How should brands work with marketplaces? What does this all mean for existing retail partner and distributor relationships? The sales...

• 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 Varon

  With 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...

• Report Consumers Want Convenience, Not Conversations

  Conversational Interfaces Struggle To Deliver Contextual Convenience

  August 21, 2019 | Julie Ask, Ian Jacobs

  Consumers want convenience and choice — not conversational interfaces. However, a fear of being left behind still impels digital business leaders to build them. And nearly three-fourths of those...

• Report The US Last-Mile Landscape Today

  eCommerce's Future Depends On Innovation In Package Delivery

  August 2, 2019 | Sucharita Kodali

  More than 15 billion eCommerce orders were delivered to customers in the US in 2018. Not only are the costs of these shipments increasing, but many of those deliveries are inefficient and generate...

• Report How To Serve Cross-Border Shoppers In Today's Global eCommerce Landscape

  July 15, 2019 | Lily Varon

  When domestic eCommerce merchants aren't meeting their needs — due to assortment, product availability, cost, or other reasons — consumers are increasingly using the internet to buy from merchants...

• Report The Forrester Retail Quarterly Earnings Review, Q1 2019

  Highlights From 20 Retail Q1 2019 Earnings Call Transcripts

  July 12, 2019 | Fiona Swerdlow, Claudia Tajima

  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 Top Retail Technology Investments In 2019

  Retailers Must Distinguish Hot From Hype In Tech Investments

  July 9, 2019 | Brendan Witcher

  We interviewed more than 40 industry professionals to understand the areas of retail initiatives they are investing in this year. This report gives digital business professionals insights into...

• 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 Beeson

  Mobile 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...

• Report Retail Mobile App Checkout And Payments Best Practices For 2019

  Apply Lessons Learned From The European And US Forrester Retail Wave™ Evaluations

  June 28, 2019 | Michelle Beeson, Jennifer Wise

  Mobile 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...

• Report Retail Mobile App Browsing And Merchandising Best Practices For 2019

  Apply Lessons Learned From The European And US Forrester Retail Wave™ Evaluations

  June 28, 2019 | Michelle Beeson, Jennifer Wise

  Mobile 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...

• Report Retail Mobile App Search And Navigation Best Practices For 2019

  Apply Lessons Learned From The European And US Forrester Retail Wave™ Evaluations

  June 28, 2019 | Jennifer Wise, Michelle Beeson

  Mobile 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...

• Report The Forrester Retail Quarterly Earnings Review, Q4 2018

  Highlights From 23 Retail Q4 2018 Earnings Call Transcripts

  May 15, 2019 | Fiona Swerdlow, Claudia Tajima

  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 State Of The Digital Store

  Digital Technologies Are Challenging The Old Paradigm Of Retail

  May 9, 2019 | Sucharita Kodali, Claudia Tajima

  The face of retail continues to change. In-store digital testing and learning is well underway, and digital business leaders have the technical know-how and an increasingly cross-functional view to...