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• Forum CX Europe 2019

  Change The Game: Leading Radical CX Innovation

  November 14, 2019 | Joana van den Brink-Quintanilha

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

• Report The Forrester Retail Wave™: European Mobile Apps, Q4 2018

  Leading Retailers Are Raising The Bar On Functionality And User Experience

  October 23, 2018 | Michelle Beeson, Alex Causey

  As mobile becomes the dominant digital touchpoint, retailers must elevate their mobile experiences to win, serve, and retain loyal customers. To see how helpful apps are to customers, we evaluated...

• Report Forrester Data: Digital-Influenced Retail Sales Forecast, 2017 To 2022 (EU-7), Q1 2018 Update

  ForecastView Document

  May 14, 2018 | Satish Meena

  Digital touchpoints are increasingly important for customers. In the EU-7, digital-influenced sales will grow at a compound annual growth rate (CAGR) of 7.5% from 2017 to 2022 to reach €768...

• Report Forrester Data: Online Grocery Retail Forecast, 2017 To 2022 (Global)

  ForecastView Document

  March 28, 2018 | Satish Meena

  With more than $5 trillion in sales at stake in the grocery category, both offline and online retailers are fighting for their share of the biggest prize in retail. As consumers begin to embrace...

• Report Forrester Readiness Index Report: eCommerce, 2017

  ForecastView Document

  March 1, 2018 | Satish Meena

  The Forrester Readiness Index (FRI) is a holistic assessment of the eCommerce setting that provides insights for global expansion needs. The eCommerce index signifies the level of opportunity among...

• Report Forrester Data: Online Retail Forecast, 2017 To 2022 (Western Europe), Q4 2017 Update

  ForecastView Document

  February 21, 2018 | Michael O'Grady

  Online retail sales will grow at an average of 11.9% per year over the next five years in Western Europe. Italy and Spain will see the fastest online sales growth. By 2022, 21% of non-grocery...

• Report Forrester Data: Luxury Retail Forecast, 2017 To 2022 (Global)

  ForecastView Document

  January 8, 2018 | Michael O'Grady

  Digital channels and online sales are changing luxury shoppers' habits. Store footfall continues to decline, discounts from third-party retailers threaten brand prestige, and online shoppers tend...