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The Retail eCommerce Playbook For 2019

The Art And Science Of Retail eCommerce

Retail eCommerce sales continue to climb, and digital business executives must check all the boxes to ensure that they are not missing either opportunities for direct online sales or ways that this...

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  • Report Building The Integrated Retail Commerce Business Case

    Business Case: The Retail eCommerce Playbook
    April 25, 2019 | Sucharita Kodali

    Digital retail is an integral part of the overall retail picture. According to Forrester data, US online retail sales will grow at nearly three times the rate of total retail sales from 2017 to...

  • Report Mastering The Art Of Omnichannel Retailing

    Executive Overview: The Omnichannel Commerce Playbook
    April 25, 2019 | Brendan Witcher

    Digital business leaders know that many customers use a variety of digital and physical touchpoints as they move along the path to purchase. This complexity creates challenges for retailers as they...

  • Report The Future Of The Digital Store

    Vision: The Digital Store Playbook
    April 23, 2019 | Fiona Swerdlow

    Today's empowered customers use multiple digital devices to engage with brands and retailers on their own terms while shopping in-store. At the same time, new technologies are transforming retail...

  • Report Digital CX Trends, 2019

    Digital CX And Human-Centered Experience Design Align — At Last

    Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a...

  • Report How To Transform Your Retail Store

    Executive Overview: The Digital Store Playbook
    April 19, 2019 | Fiona Swerdlow

    Today's customers look for and buy experiences, not simply products. Digital technology offers retailers a toolkit to engage customers with new and enhanced experiences. It also enables them to...

  • Report Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook
    April 18, 2019 | Sucharita Kodali

    Digital business professionals often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This report takes a prescriptive look at industry standards and...

  • Report Design Your Digital Store Blueprint For Customer Impact

    Road Map: The Digital Store Playbook
    March 29, 2019 | Michelle Beeson

    The store is changing rapidly as new technologies appear, older technologies evolve, and others become mainstream, including click-and-collect, Wi-Fi, and mobile point of service (mPOS). 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 The State Of Retailing Online 2019: Omnichannel, Marketing, And Personalization

    Landscape: The Retail eCommerce Playbook
    March 25, 2019 | Sucharita Kodali

    Forrester conducts the annual "The State Of Retailing Online" study by the National Retail Federation (NRF). This research summarizes attitudes and investments that retailers and digital business...

  • 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 Forrester Analytics: Luxury Retail Forecast, 2018 To 2023 (US)

    ForecastView Document
    February 27, 2019 | Michael O'Grady

    The US personal luxury retail market is growing healthily; luxury sales grew by 3% in 2017, while online sales grew by 19%. eCommerce drove 44% of luxury sales growth in 2017. Digital influence and...

  • Report New Retail Is Transforming Commerce

    Get Ready For The Future Of Retail That Alibaba, JD, And Tencent Are Shaping
    January 22, 2019 | Xiaofeng Wang

    Alibaba's New Retail vision is now reality, and it's reshaping the retail landscape in China and beyond. JD.com, Tencent, and traditional retailers like Starbucks and Walmart are all jumping on the...

  • Report Case Study: Intime Embraces New Retail Transformation To Drive Growth

    Omnichannel Is The Foundation Of An Insights-Driven Retail Business
    January 16, 2019 | Xiaofeng Wang

    Traditional retailers struggle to meet the fast-changing expectations of omnichannel customers and drive business growth. While most firms are digitizing to some degree, transformations seldom...

  • 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 The France Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    December 21, 2018 | Joana van den Brink-Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX...

  • 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 Luxury Retail 2018: What A Difference A Year Makes

    Luxury Brands Finally Dive Meaningfully Into Digital
    December 17, 2018 | Michelle Beeson

    What a difference a year makes! But despite much activity, luxury brands still have lots of ground to cover to create the exceptional omnichannel customer experiences that their customers expect....

  • Report The Omnichannel Maturity Assessment

    Assessment: The Omnichannel Commerce Playbook
    December 13, 2018 | Brendan Witcher, Claudia Tajima

    Supporting an omnichannel fulfillment program is table stakes in retail today. Organizations need to assess their omnichannel maturity to understand their current state and compare it with their...

  • Report The State Of The Digital Store

    Landscape: The Digital Store Playbook
    December 12, 2018 | Sucharita Kodali, Claudia Tajima

    The face of retail continues to change. In-store digital experimentation is well underway, and digital business leaders have the technical know-how and an increasingly cross-functional view to lead...

  • Report From Singles' Day To Global Shopping Festival

    This Year's 11.11 Event Showcased Alibaba's Business And Technology Innovations
    December 10, 2018 | Xiaofeng Wang

    2018 marks the 10th anniversary of Singles' Day, the world's largest shopping festival. This year, event creator Alibaba renamed it the 11.11 Global Shopping Festival; the nearly $31 billion in...

  • 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 eCommerce Trends And Outlook For Latin America

    Trends In Brazil, Argentina, And Mexico From The Forrester Data: Online Retail Forecast, 2017 To 2022 (Latin America)
    October 26, 2018 | Lily Varon

    With a population of over half a billion and two countries that rank among the world's 15 largest economies, Latin America is firmly on the radar of digital business executives looking to expand...

  • 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 UK Multichannel Retailers Must Adjust Their Store Portfolios To Remain Profitable

    ForecastView Document
    September 17, 2018 | Michael O'Grady

    As many famous UK retailers like Debenhams and Marks & Spencer announce store closures, multichannel retailers increasingly need to adjust their store portfolio to stay profitable. This report...

  • 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...

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