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• Report Building A Mobile Business Case: It's A Steep Climb

  Business Case: The Mobile eBusiness Playbook

  April 19, 2018 | Julie A. Ask, Jeffrey S. Hammond

  Mobile used to be cheap. It isn't anymore. The days of driving impressive returns from a mobile-optimized website or app that replicates the functionality of your website are long gone. Moreover,...

• Report Forrester Data: Mobile And Tablet Commerce Forecast, 2017 To 2022 (US)

  ForecastView Document

  April 9, 2018 | Susan Wu

  While retailers saw mobile commerce climb rapidly over the past five years, its growth will continue at a more measured pace over the next several years. However, US mobile commerce will continue...

• Report The State Of Retailing Online 2018: Store Investments, Business Objectives, And Mobile

  Benchmarks: The Retail eCommerce Playbook

  March 26, 2018 | Sucharita Kodali

  The annual "The State Of Retailing Online" study by Shop.org, the digital division of the National Retail Federation (NRF), conducted by Forrester, is a summary of attitudes and investments that...

• Report Digitally Impacted Retail Sales In 2018: Still Only Half Of Retail

  Highlights From The Forrester Data: Digital-Influenced Retail Sales Forecast, 2017 To 2022 (US)

  March 26, 2018 | Sucharita Kodali

  Half of US retail sales are now digitally impacted. Forrester expects this figure to grow to 58% by 2022. While mobile and omnichannel adoption influence digital impact, industries like grocery...

• Report Forrester Data: Online Retail Forecast, 2017 To 2022 (Asia Pacific)

  ForecastView Document

  March 21, 2018 | Satish Meena

  Asia Pacific is the largest region for online retail sales, containing both the largest market (China) and the fastest-growing market (India). We expect that around one-fourth of total retail sales...

• Report Ten Unique Solutions To Five Retail Payment Acceptance Challenges

  Retailers Must Solve Payment Challenges To Create Better Customer Experiences

  March 6, 2018 | Brendan Miller

  Digital business professionals who oversee payments must navigate challenges like expanding into new geographies, optimizing omnichannel payment acceptance, and staying a step ahead of emerging...

• Report Why The Home Depot Wins At Mobile Web

  March 5, 2018 | James L. McQuivey

  Most retailers embrace mobile, but currently many merely check the boxes on features and functionality. Few go to the next level, consciously constructing an experience that meets customers'...

• Report Case Study: Shop Direct Masters Personalization At Scale

  The Journey From A Catalog Business To A Pure-Play Online Retailer

  February 23, 2018 | George Lawrie

  This report documents for application development and delivery (AD&D) professionals the way in which Shop Direct deployed personalized content at each customer journey touchpoint to drive traffic,...

• Report The State Of Digital Banking, 2018

  Landscape: The Digital Banking Strategy Playbook

  February 7, 2018 | Aurelie L'Hostis

  The banking industry has entered a period of unprecedented innovation. While many banks have a digital strategy, few have embarked on a true digital business transformation. This report explores...

• Report 2018 Retail Best Practices: Mobile Web

  Apply Lessons Learned From Forrester's Retail Wave™: US Mobile Web, Q4 2017

  February 2, 2018 | Brendan Miller

  Mobile web is booming: We forecast that US retail sales via smartphone will grow at a compound annual growth rate (CAGR) of 18% over the next five years. Plus, smartphones will impact more than...

• Report Disrupting Finance: Digital Insurers

  Digital Insurance Startups Aim To Offer A Better Customer Experience

  January 31, 2018 | Oliwia Berdak

  The past few years have seen the emergence of a growing number of digital insurance startups like BIMA, Cuvva, Lemonade, Oscar, Slice, and Trōv, which use digital technologies to simplify the...

• Report The Forrester Investing Wave™: US Mobile Apps, Q1 2018

  Mobile Investing Apps Underwhelm With Poor Usability And Lack Of Guidance, Undermining Strong Transactional Features

  January 16, 2018 | Davis Janowski, Jennifer Wise

  Mobile apps have become integral to consumers, who turn to them to manage their everyday lives — including their financial well-being. To see how helpful investing apps are to customers, we...

• Report Measuring Up: Benchmarking Your B2B eCommerce Performance

  Benchmarks: The B2B eCommerce Playbook

  January 12, 2018 | John Bruno

  In the age of the customer, B2B companies must know where they're performing and underperforming with their clients. Once again, Forrester partnered with Internet Retailer to survey B2B digital...

• Report Investment Management Apps Are Failing Mainstream, Younger US Investors

  Incumbents Risk Losing Millennial Investors Over Lack Of Comprehensive Financial Guidance In Mobile Offerings

  December 26, 2017 | Davis Janowski

  Many traditional investment management firms have felt little pressure to develop their mobile apps to include holistic advice features. This makes sense to a point: Incumbent firms' best clients...

• Report Make Mobile Org Best Practices Your Digital Ones

  Organization: The Mobile eBusiness Playbook

  December 15, 2017 | Julie A. Ask, Jeffrey S. Hammond, Danielle Jessee

  Organization determines how effectively teams collaborate and work toward the cadence and quality that consumers demand from their mobile experiences. With mobile being the driving force behind...

• Report Best Practices In US Mobile Investing Functionality

  The Industry Has Far To Go To Meet The Holistic Needs Of Younger Investors

  December 7, 2017 | Davis Janowski

  With expectations rising and substantial business at stake in landing and retaining 87 million US Millennial investors, digital wealth management teams know they need to improve their portfolios of...

• Report Choose The Right Metrics For Commerce Apps

  Performance Management: The Mobile eBusiness Playbook

  November 21, 2017 | Julie A. Ask

  Metrics are key to enabling smart business decisions. Too many digital business professionals want to benchmark their performance against their competition rather than devise a scorecard that...

• Report North American Mobile Banking Benchmark: User Experience, 2017

  Applying Forrester's Digital UX Review To 11 Mobile Banking Apps

  November 17, 2017 | Andrew Hogan, Alex Causey, Jennifer Wise

  For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are North American mobile banking apps...

• Report The Forrester Retail Wave™: European Mobile Web, Q4 2017

  Mobile Website UX Among European Retailers Must Improve

  November 13, 2017 | Michelle Beeson, Alex Causey

  As mobile becomes the dominant digital touchpoint, retailers must do more to streamline their customers' experiences on a smaller screen. We evaluated the mobile websites of 10 European retailers...

• Report How Italian Banking Customers Use Different Channels, 2017

  Weave Digital And Human Touchpoints Together To Deliver Superior Customer Experiences

  November 9, 2017 | Aurelie L'Hostis

  Digital business strategy executives at Italian banks face a twofold challenge: Banks need to encourage less digital-savvy customers to use digital touchpoints for routine banking tasks; at the...

• Report Engage Customers Through Mobile

  Executive Overview: The Mobile eBusiness Playbook

  October 27, 2017 | Julie A. Ask

  Digital business professionals face both the opportunity and the challenge of an ever-more-connected consumer. Consumers expect to be able to engage with brands on their mobile devices to get...

• Report The Forrester Retail Wave™: US Mobile Web, Q4 2017

  The Functionality And Usability Gap Widens Among Top Retailers' Mobile Websites

  October 26, 2017 | Brendan Miller, Jennifer Wise

  The mobile web is becoming many retailers' most visited digital channel, yet it converts at an average of just 1% — less than both desktop web and mobile apps. To increase mobile web conversion,...

• Report The State Of Empowered Customers And Technology: Benchmark 2017, Global

  Global Consumer Technographics®

  October 6, 2017 | Anjali Lai

  Consumer behaviors and expectations are rapidly evolving, but the rate of change differs across the globe. And while similar attitudes drive the most empowered customers, their device usage varies...

• Report Forrester Data: Mobile And Tablet Commerce Forecast, 2016 To 2021 (EU-7), Q3 2017 Update

  ForecastView Document

  September 6, 2017 | Satish Meena

  This update to the mobile and tablet forecast for the EU-7 (France, Germany, Italy, Netherlands, Spain, Sweden, and UK) provides smartphone and tablet online sales by country and category for both...

• Report Luxury Brands Must Chase Digitally Savvy Global Luxury Shoppers

  To Win In The Age Of The Customer, Obsess About Your Luxury Goods Consumer

  August 29, 2017 | Michelle Beeson

  Luxury consumers are highly digitally savvy, even more so than mainstream consumers. But many luxury brands have missed the memo. They need to quickly do much more to meet, let alone exceed, their...