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• 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 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 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 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 Research Overview: Optimize Digital Commerce Delivery And Returns In The US

  December 26, 2019 | Sucharita Kodali, Madeline Cyr

  This document is an overview of the "Returns, Last Mile, And Same Day Delivery" research series with links to the documents it contains. Brands are grappling with rising consumer expectations for...

• Report The Forrester Investing Wave™: US Websites, Q4 2019

  Firms Must Optimize Their Site's Functionality And Experience Design To Help Investors Access Information

  December 12, 2019 | Vijay Raghavan, Jennifer Wise

  The website is the dominant digital touchpoint for US investors, so digital leaders at investment firms must elevate their web experiences to win, serve, and retain their customers. To see how...

• 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...

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  Webinar From The US To Asia Pacific: How To Engage Digitally Savvy Luxury Consumers Across The Globe

  September 11, 2019 | Michelle Beeson, Xiaofeng Wang

  Luxury brands still have lots of ground to cover to create the exceptional omnichannel customer experiences that their customers expect. But how do those customer expectations differ across the...

• Report The New Paradigm Of Retail

  Vision: The Retail eCommerce Playbook

  March 26, 2019 | Sucharita Kodali

  Omnichannel services continue to change the offers that retailers provide and the ways that consumers buy. The demands on retailers are changing in lockstep. Even as eCommerce sales grow, retailers...

• Report Forrester Analytics: Online Retail Forecast, 2018 To 2023 (US), Q4 2018 Update

  ForecastView Document

  March 8, 2019 | Michael O'Grady

  While talks of economic uncertainty loom over the US, online retailing saw strong growth over the past year, with a 16% year-over-year increase. Consumer electronics, grocery (food and drink), and...

• Report The Forrester Retail Wave™: US Mobile Apps, Q1 2019

  Today's Retail Apps Meet mCommerce Objectives But Fail To Inspire Omnichannel Shopping

  February 25, 2019 | Brendan Miller, Jennifer Wise

  Mobile has become the dominant digital touchpoint, so retailers and digital business professionals must elevate their mobile experiences to win, serve, and retain their loyal customers. In 2017, we...

• Report How US Customers Research And Buy Life Insurance

  Meet Prospects At The Point Of Need With Easy Ways To Research And Apply

  February 14, 2019 | Benjamin Ensor, August du Pont

  Life insurance isn't consumers' top priority — until life events prompt them to buy it. Digital teams need to have the right resources in place for when that moment hits. This report explains why...