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• Webinar The State of Chat In Retail: The Current And Future States

  Tuesday, February 23, 2021, 2:00 p.m.-3:00 p.m. Eastern time (19:00-20:00 GMT) | Julie Ask, Nicole Murgia, Hailey Colin

  Consumers are increasingly comfortable engaging with brands on mobile platforms, yet many chat experiences don't support modern interactions such as e-commerce. In our evaluation of 114 top brands,...

• Webinar Holiday 2020 Recap: Insights And Lessons

  Tuesday, February 2, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Fiona Swerdlow, Sucharita Kodali, Kristopher Arcand

  Join Forrester analysts Sucharita Kodali, Kristopher Arcand, and Fiona Swerdlow for a recap of the 2020 holiday season. In this webinar, we review insights about the season to inform your planning...

• 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 Grocers And C-Stores: Check Out Cashierless Technology Decision Points And Benefits

  January 7, 2021 | Scott Compton

  This research helps retail store operations and digital transformation executives evaluate the choices related to cashierless checkout technology, including scan by customer, smart carts, and...

• Report The Future Of Commerce Technology: Commerce Platforms End With An Ecosystem On FIRE

  Digital Acceleration Demands That Businesses Evolve Their Architecture To Survive

  January 5, 2021 | Emily Pfeiffer

  Commerce is no longer the core technical function within increasingly complex commerce tech stacks. As this landscape shifts, the new dual cores instead center around experience and operations....

• Report The Five Key Success Factors Of Every Digital Business

  Strategic Plan: The Retail E-Commerce Playbook

  January 4, 2021 | Sucharita Kodali

  Successful organizations are largely driven by the right people, the right organizational structure, and an innovative idea for selling online that often reinforces brick-and-mortar stores. In the...

• Report The Forrester Digital Experience Review™: US Investing Websites, Q4 2020

  Fidelity Leads With A Breadth Of Functionality, While TD Ameritrade Delivers A Strong User Experience

  December 29, 2020 | Vijay Raghavan, David Truog

  Investment firms' websites have become hubs for their clients' investing activities and financial planning decisions. To gauge the ease and effectiveness of the experiences these websites offer, we...

• Report Betting On Bots For Grocery E-Commerce

  What You Need To Know About Automated Microfulfillment Solutions For Grocery E-Commerce

  December 28, 2020 | Scott Compton

  Grocery store operations and digital execs are evaluating and investing in innovative, automated technology to scale to growing consumer demand for fast fulfillment options of online orders. In...

• 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 Grocery: Digital Best Practices

  December 22, 2020 | Scott Compton, Angelina Gennis

  As e-commerce grocery orders surge, online grocers must cultivate lifetime value and loyalty from new customers. We expect North American grocery retail sales to grow 7.6% in 2020 and increase...

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  Webinar Digital Business Predictions 2021

  December 16, 2020 | Ted Schadler, Nigel Fenwick, Liz Herbert

  2020 was a year that no company will ever forget. The pandemic changed everything. Companies that had laid the foundations of cloud, agility, and strategic partnerships were ready to respond with...

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  Webinar Buy Now, Pay Later: Understanding The Latest Hot Topic In Retail Payments

  December 15, 2020 | Lily Varon, Nicole Murgia

  Within the past few years, the deferred payments market — a broad category covering installments, "buy now, pay later," Pay in 4, point-of-sale financing, and alternative lending — has...

• Report Case Study: SBI Card Transformed Digital Customer Service With Targeted Automation

  December 14, 2020 | Vasupradha Srinivasan, Arnav Gupta

  Leading Indian credit card and financial services provider SBI Card transformed its end customer experience (CX) with targeted AI and automation initiatives. SBI Card put together a mix of...

• Report New Tech: Deferred Payment Providers, Q4 2020

  Forrester's Landscape Overview Of 29 Providers

  December 11, 2020 | Lily Varon

  Deferred payment solutions — a broad category covering installments; "buy now, pay later"; "pay in four"; point-of-sale financing; and alternative lending — promise merchants a boost in conversion...

• Report Now Tech: Commerce Services, Q4 2020

  Forrester's Overview Of 35 Commerce Service Providers

  December 9, 2020 | Ted Schadler

  Commerce service providers are the orchestrators of the software, data, and strategy you need to deliver great omnichannel commerce experiences. They should offer you skills for commerce...

• Report Building The Business Case For Omnichannel Commerce

  Business Case: The Omnichannel Commerce Playbook

  December 7, 2020 | Brendan Witcher

  Digital business professionals must build effective omnichannel business cases to minimize the risk of launching initiatives that: 1) lack critical internal support; 2) fail to meet customers'...

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  Webinar Retailers: Optimize Your Post-Purchase Experience To Delight And Win Customers

  November 19, 2020 | Emily Pfeiffer, Brandon Shaik

  Retailers and brands often miss the opportunity to create excellent experiences for their customers even after capturing an order. Unlike with regular marketing emails, customers are much more...

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  Webinar Retail Predictions 2021

  November 13, 2020 | Fiona Swerdlow, Sucharita Kodali, Brendan Witcher

  As they navigate the next wave(s) of the global COVID-19 pandemic in 2021, retailers, brand manufacturers, and ecosystem players (such as mall operators) will determine whether they are in...

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  Playbook The B2B eCommerce Playbook For 2021

  Make Your B2B Business A Digital Business

  New forms of digital customer engagement are transforming B2B businesses, forcing them to fundamentally rethink how they go to market — from the customers they target to the channels they sell...

  Read more of the Executive Overview >
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  Playbook 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...

  Read more of the Executive Overview >

• 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...

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  Webinar Where The Grocery Industry Goes Next: Digital Transformation And Store Operations (Part 1 of 2)

  October 23, 2020 | Fiona Swerdlow, Sucharita Kodali, Emily Pfeiffer

  Forrester’s analysts present a series of overviews, panels, and discussions on the solutions, tactics, and technologies shaping the grocery industry, both in stores and online. This webinar...

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  Webinar How Brands And Manufacturers Thrive In The Age Of Marketplaces: Blocking And Tackling (Part 2 of 2)

  October 23, 2020 | Sucharita Kodali, Emily Pfeiffer, Brendan Witcher

  Brands and manufacturers that typically sell through wholesale channels are facing seismic shifts due to the transparency around goods online and the growing prevalence of e-commerce marketplaces...

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  Webinar How Brands And Manufacturers Thrive In The Age Of Marketplaces: Strategic Issues (Part 1 of 2)

  October 23, 2020 | Sucharita Kodali, Michael O'Grady, Joanna O'Connell

  Brands and manufacturers that typically sell through wholesale channels are facing seismic shifts due to the transparency around goods online and the growing prevalence of e-commerce marketplaces...

• Report The Omnichannel Maturity Assessment

  Assessment: The Omnichannel Commerce Playbook

  October 19, 2020 | Brendan Witcher

  Supporting an omnichannel fulfillment program is table stakes in retail today — and particularly in light of pandemic or other market shift conditions. Organizations need to assess their...