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  • Report French Online Retail Overview, 2012

    French Online Retail Is On The Brink Of A Multichannel Revolution
    January 4, 2012 | Martin Gill

    France is the third largest online retail market in Europe; although it will continue to mature and grow at a pace outstripping overall retail growth, there are significant changes in store for...

  • Report How Spanish Banking Customers Use Different Channels, 2011

    October 31, 2011 | Benjamin Ensor, Sabine Poltermann

    Spanish banks have been at the forefront of banking innovation in Europe, yet customer behavior in Spain has been slow to change. Spanish customers are more likely than customers almost anywhere in...

  • Report How German Banking Customers Use Different Channels, 2011

    September 30, 2011 | Vanessa Niemeyer, Ph.D.

    In Germany, as many consumers now bank online as in the branch. Younger, better-educated customers with higher incomes are migrating to the Internet and the mobile channel. While the Web is...

  • Report German Online Retail Overview, 2011

    Despite A Thriving Online Market, Multichannel Retail Is Still An Untapped Opportunity For German Retailers
    September 30, 2011 | Martin Gill

    The German online retail market is the second largest in Europe. Amazon.de and eBay are dominant forces, with major German consumer brands selling through those sites, and others following suit...

  • Report The Financial Times Makes A Bold Move In Paid Apps

    The Publisher Banks On HTML5 For Its Multiplatform Distribution Strategy
    June 10, 2011 | Nick Thomas

    The Financial Times (FT) has extended its reputation as a pioneering digital publisher by launching FT.com via an HTML5 web application. This lets it distribute a digital version of its content to...

  • Report Case Study: How Marks And Spencer Uses Online Video To Boost eCommerce

    June 8, 2011 | Sabine Poltermann, Martin Gill

    Online video is a success story. Next to the usage of social networking sites, watching online videos is one of the most used social media tools. Many companies have wondered how they can tap into...

  • Report How Clients Want To Interact With Financial Advisors

    Younger Consumers Prefer Online Chat, Websites, And Email
    May 12, 2011 | Bill Doyle

    Now more than ever, clients are using new channels to communicate with their financial advisors. Younger clients show a strong preference for communicating with advisors through digital channels...

  • Report US Online Insurance Forecast, 2010 To 2015

    US Online Insurance Sales Will Grow Steadily Through 2015
    April 21, 2011 | Ellen Carney

    In 2010, online motor and home insurance sales in the US grew to $8.4 billion, which represents less than a 4% share of insurance sales in these two categories. What's behind that online...

  • Report How US Consumers Research And Buy Investment Products

    Purchasers Have Often Researched Through A Different Channel
    February 28, 2011 | Bill Doyle, Molly Simpson

    Over the past year, 7% of US online adults have purchased an investment product. While the online channel is the most popular channel for researching, the in-person channel is the most popular for...

  • Report How US Insurance Customers Use Different Channels

    Right-Channeling Delivers Big Business Impact For US Insurers
    November 29, 2010 | Ellen Carney

    Insurance eBusiness and channel professionals are on the front lines of executing the carrier's business strategy: growing the business while controlling costs. But in a market with increasing...

  • Report Servicing The Multichannel Buyer In Europe

    Consumers Have Embraced All Touchpoints, And So Should eBusiness Professionals
    September 8, 2010 | Patti Freeman Evans, Lauriane Camus

    Today, European consumers face a wide range of touchpoints and have adopted a complex purchasing journey. These consumers use more than one channel to research and buy a product, and they are...

  • Report What Every Exec Needs To Know About The Future of eCommerce Technology

    How Online And Multichannel Capabilities Are Transforming Business
    August 27, 2010 | Brian K. Walker

    We are in a highly transformative time as changing customer expectations, commerce capabilities, and technology continue to evolve rapidly. Initiatives that just a few short years ago would have...

  • Report How Satisfied Are US Consumers With Store-To-Web Shopping?

    May 17, 2010 | Adele Budovsky

    Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...

  • Report Trends 2010: North American Insurance eBusiness And Channel Strategy

    March 10, 2010 | Chad Mitchell

    It's still too early to crank up Lionel Richie and party all night long, but 2010 is looking much better for North American insurance eBusiness and channel strategy leaders. Financial markets have...

  • Report Trends 2010: European Retail eBusiness And Channel Strategy

    Online Commerce Will Remain Resilient During The Coming Quarters
    February 18, 2010 | Lauriane Camus, Patti Freeman Evans

    While the major markets in Western Europe are still emerging from the impact of the financial crisis, the Internet channel continues to gain awareness and traction among consumers. Retail eBusiness...

  • Report Understanding First-Time Financial Product Online Applicants

    Most First-Timers Will Apply Online Again For Their Next Financial Product
    February 3, 2010 | Brad Strothkamp

    Forty percent of online US adults who applied online for a financial product in the past 12 months did so for the first time. These first-timers decided to take the plunge, driven mainly by the...

  • Report Profiling US Gen Y Online Apparel Buyers

    January 15, 2010 | Patti Freeman Evans

    Gen Y online apparel buyers represent 21% of all online apparel buyers, being the second-largest group after Gen X. Seventy-four percent of Gen Y online apparel buyers are female and live in...

  • Report Topic Overview: Social CRM Goes Mainstream

    January 5, 2010 | William Band, Natalie L. Petouhoff, Ph.D.

    Forrester's customer relationship management (CRM) research helps business process professionals embrace best practices — from process optimization to technology implementation — to improve...

  • Report Online-Influenced Sales Exceed Direct Sales In Financial Services

    How The Internet Influences Sales In Other Channels
    November 20, 2009 | Brad Strothkamp

    In 2008, the majority of US online adults who researched a financial product did so online, and the majority of those online researchers applied in a channel other than the Web. These cross-channel...

  • Report Depicting European Shoppers' Complex Purchasing Decision Path

    Retailers Must Implement Strategies That Facilitate Research And Purchase Across Channels
    November 5, 2009 | Lauriane Camus, Patti Freeman Evans

    There is no longer a clear purchase path for consumers. Thirty-nine percent of European consumers begin their research process online when making a considered purchase. Those consumers who begin...

  • Report Technographics® Survey Highlights: US Insurance Channel Preferences

    October 19, 2009 | Jacqueline Anderson

    This highlight deck summarizes the key findings from Forrester’s North American Technographics® Investments And Insurance Online Survey, Q3 2009 (US).This deck covers channel preferences for...

  • Report Profiling The Multichannel Consumer

    How Retailers Can Enable Multichannel Consumer Behavior
    July 29, 2009 | Patti Freeman Evans

    Seventy percent of US online consumers research products online and purchase them offline. Based on this behavior, Forrester has identified two consumer categories: multichannel buyers and online...

  • Report The Best Practices In Online Video Across Industries

    July 24, 2009 | Bobby Tulsiani

    Today, 71% of the US online audience watches video on the Internet, and the number of streams consumed should more than double by 2013. An explosion of video content from users, professional...

  • Report What Consumers Want When Enrolling In 401(k)s

    Recent Applicants Favor Online Research Tools And Automatic Enrollment
    June 9, 2009 | Edward Kountz, Peter Wannemacher

    More than 70 million US adults — around one-third of the adult population — currently have a 401(k) account or workplace retirement savings plan. Although growth in 401(k) ownership has been...

  • Report How Italian Banking Customers Use Different Channels

    June 1, 2009 | Vanessa Niemeyer, Ph.D.

    Italian banking customers' channel use differs from that of most other Western Europeans. While customers elsewhere in Europe migrate from the branch to the Web, branch use in Italy keeps growing...