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• Report Gauge Your CRM Maturity

  Assessment: The CRM Playbook

  December 10, 2018 | Kate Leggett

  An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenge organizations to reshape the way that they target, acquire, retain, understand, and...

• Report Case Study: JD.com Delivers Superior CX With Digital Supply Chain And In-House Logistics

  How China's Largest Retailer Wins By Infusing Operations With Emerging Tech

  November 12, 2018 | Riccardo Pasto, Danny Mu

  JD.com, the largest retailer in China, sees investments in logistics and supply chain as key enablers of sustainable customer experience (CX) differentiation in a highly competitive market. This...

• Report Predictions 2019: Retail

  Global Economics, Regulators, And Brand Strategies Will Shape The Year Ahead For Retailers And Brands

  November 7, 2018 | Fiona Swerdlow, Sucharita Kodali, George Lawrie

  Digital business professionals, get ready now for a tumultuous 2019. The key: Put digital at the heart of your business strategy to navigate everything from global economic factors to the growth of...

• Report Now Tech: Digital Supply Chain Control Tower Solutions, Q4 2018

  Forrester's Overview Of 14 Control Tower Providers

  October 11, 2018 | George Lawrie

  You can use control towers to orchestrate demand forecasts, open new routes to market, and deliver differentiating customer experiences such as subscription fulfillment. But to access these...

• Report The Forrester Wave™: Omnichannel Order Management Systems, Q3 2018

  The 10 Providers That Matter Most And How They Stack Up

  September 24, 2018 | Brendan Witcher

  In our 40-criteria evaluation of omnichannel order management system (OMS) providers, we identified the 10 most significant ones — Aptos, Digital River, IBM, Jagged Peak, Kibo, Magento, Manhattan...

• Report The Forrester Wave™: B2C Commerce Suites, Q3 2018

  The 11 Providers That Matter Most And How They Stack Up

  September 13, 2018 | Bruce Eppinger, John Bruno

  In our 31-criterion evaluation of B2C commerce suites providers, we identified the 11 most significant ones — commercetools, Digital River, Elastic Path Software, Episerver, IBM, Kibo Commerce,...

• Report The Forrester Wave™: B2B Commerce Suites, Q3 2018

  The 12 Providers That Matter Most And How They Stack Up

  September 13, 2018 | John Bruno, Bruce Eppinger

  In our 33-criterion evaluation of B2B Commerce Suites providers, we identified the 12 most significant ones — Apttus, Episerver, Handshake, IBM, Insite Software, Intershop, Magento, Oracle,...

• Report Check Out The Hidden Powers And Pitfalls Of Top POS Solution Providers

  Ponder Peer Perspectives Before You Choose Your Next POS

  September 11, 2018 | George Lawrie

  Choosing and implementing a POS can be nerve-wracking: Retailers expect point of service (POS) systems to deliver compelling omnichannel customer experiences, on top of optimizing cash management...

• Report Omnichannel Commerce Metrics That Matter

  Performance Management: The Omnichannel Commerce Playbook

  August 15, 2018 | Brendan Witcher

  To achieve key business goals with omnichannel programs, digital strategy professionals need to ensure that they have the right metrics in place. But not all metrics are created equal, and success...

• Report The Forrester Wave™: Point Of Service, Q3 2018

  The 13 Providers That Matter Most And How They Stack Up

  July 31, 2018 | George Lawrie

  In our 25-criteria evaluation of point-of-service (POS) applications providers, we identified the 13 most significant ones — Aptos, Cegid, Diebold Nixdorf, Fujitsu, Infor, Manhattan Associates,...

• Report Envisioning The Future Of Omnichannel Commerce

  Vision: The Omnichannel Commerce Playbook

  July 25, 2018 | Brendan Witcher

  Omnichannel is not a new concept, but B2C, B2B, and even B2B2C companies still grapple with how to transform from multichannel to omnichannel. Omnichannel capabilities cover four key areas: view of...

• Report Master Digital Supply Chain For Age Of The Customer Operations Excellence

  Articulate The Vision For Your Digital Supply Chain

  July 9, 2018 | George Lawrie

  Digitally disrupted industries suffer from poor inventory productivity and availability, as well as high supply chain costs. These industries include (but are not limited to) retail and consumer...

• Report Retailers In Canada Must Stay Focused On Digital To Thrive

  Cross-Touchpoint Measurement, Mobile, And Marketing Will Drive eCommerce Growth

  June 22, 2018 | Lily Varon

  Forrester partnered with the Retail Council of Canada (RCC) to conduct our annual survey of retailers in Canada about their eCommerce business and key initiatives. The survey included insights...

• Report The Top Retail Technology Investments In 2018

  Retailers Must Distinguish Hot From Hype In Tech Investments

  May 30, 2018 | Brendan Witcher

  Retailers must forge through the crowded digital landscape to determine which technologies will most effectively meet their customers' unique expectations. For our annual top trends study, we...

• Report Paving The Path To Omnichannel Commerce

  Road Map: The Omnichannel Commerce Playbook

  May 16, 2018 | Brendan Witcher

  Digital business professionals have prioritized omnichannel programs for years, but many are unsure of where to start. This report guides digital business pros on how to craft an omnichannel road...

• Report Now Tech: Omnichannel Order Management Systems, Q2 2018

  Forrester's Overview Of 27 Omnichannel OMS Providers

  April 26, 2018 | Brendan Witcher

  You can use an omnichannel order management system (OMS) to provide enterprise-level inventory visibility and distributed order management, customer order management, and store fulfillment. But to...

• Report Now Tech: Integrated Business Planning, Q2 2018

  Forrester's Overview Of 15 Integrated Business Planning Providers

  April 13, 2018 | George Lawrie

  Digital businesses can use integrated business planning (IBP) to align strategic, operational, and financial plans to improve business performance, drive superior customer service from the same...

• Report Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

  Landscape: The Omnichannel Commerce Playbook

  March 28, 2018 | Michelle Beeson

  Because their customers' 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 Your Strategic Plan Is The Lynchpin For Omnichannel Success

  Strategic Plan: The Omnichannel Commerce Playbook

  March 9, 2018 | Brendan Witcher, Claudia Tajima

  Organizations today must have a comprehensive strategic plan that aligns their internal teams with a single vision for omnichannel excellence. However, because omnichannel commerce continues to...

• Report Building The Business Case For Omnichannel Commerce

  Business Case: The Omnichannel Commerce Playbook

  March 5, 2018 | Brendan Witcher

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

• Report The Three Rs Of Retail Robotics

  Use Robots To Increase The Human Touch In Retail

  February 20, 2018 | George Lawrie

  There's no lack of examples of robots of humanoid appearance (think the LoweBot) that provide relatively limited service interactions with customers. Behind the scenes, both retailers and consumer...

• Report Process Makes Perfect: Exceed Customer Expectations With Omnichannel Excellence

  Processes: The Omnichannel Commerce Playbook

  February 6, 2018 | Brendan Witcher

  Today, it's table stakes for retailers to have functioning omnichannel fulfillment programs. However, many still fail to meet customer expectations in this area, and they also struggle to fully...

• Report Omnichannel Mastery: Optimize Fulfillment And Engagement

  Continuous Improvement: The Omnichannel Commerce Playbook

  February 5, 2018 | Brendan Witcher

  Omnichannel fulfillment capabilities — the ability to offer the customer cross-channel visibility and ordering options — have become standard offerings for leading retailers. Many started by...

• Report Masters Of The Top Four Retail Tech Trends

  Leading Retailers Model Innovation With Customer-Focused Tech Investments

  January 18, 2018 | Brendan Witcher, Claudia Tajima

  To survive in today's competitive market, retailers are primarily investing in four key components of commerce tech: personalization, omnichannel, analytics, and digital store capabilities. But...

• Report Refit Your Applications For Direct-To-Consumer Sales

  Direct Selling Is Here To Stay — But Requires A Fundamental Review Of Your Application Portfolio

  December 13, 2017 | George Lawrie

  The rise of direct-to-consumer (D2C) selling models challenges traditional sources of competitive advantage for consumer-packaged goods (CPG) brands. Key elements of D2C sales — collapsing barriers...