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Report Envisioning The Future Of Omnichannel Commerce

Vision: The Omnichannel Commerce Playbook

April 16, 2019 | 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 Paving The Path To Omnichannel Commerce

Road Map: The Omnichannel Commerce Playbook

March 5, 2019 | Brendan Witcher

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

Report CEOs: Foster The Software Teams And Talents Your Firm Needs

How CEOs Should Lead The Most Important — And Perplexing — Corporate Domain

February 21, 2019 | John R. Rymer, Jeffrey S. Hammond

Ultimately, application development and delivery (AD&D) leaders and CIOs don't hold the keys to the fast, high-quality software delivery that is so crucial to digital business success — CEOs do....

Report Omnichannel Requires Scoring A Trifecta With Technology Solutions

Tools And Technology: The Omnichannel Commerce Playbook

January 8, 2019 | Brendan Witcher, Claudia Tajima

In today's "anywhere, anytime" commerce, digital business professionals race to fully modernize their commerce systems but are coming to terms with the fact that omnichannel is far more complex...

Report Now Tech: Configure Price Quote Solutions, Q4 2018

Forrester's Overview Of 27 CPQ Solutions Providers

December 21, 2018 | Tom Kaneshige, John Bruno

You can use configure price quote (CPQ) solutions to shorten deal-cycle times, increase deal conversion, and improve customer experience. But to access these benefits, you'll first have to select...

Report Retailers: Extend Omnichannel Capabilities To The Customer, Not Just Operations

Benchmarks: The Omnichannel Commerce Playbook

December 19, 2018 | Michelle Beeson

Forrester's 2018 Retail Omnichannel Capabilities Assessment benchmarked eight leading European retailers and two in the US to help digital business executives understand how their omnichannel...

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 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 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...

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