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  • Forum CX SF 2019

    The Rise of XD: Master the New Art (and Science) of Experience Design
    October 17, 2019 | San Francisco | Andrew Hogan

    Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD...

  • Webinar Hot Or Not: The Top Retail Initiatives For 2019

    Wednesday, July 10, 2019, 2:00 p.m.-3:00 p.m. Eastern time (19:00-20:00 GMT) | Brendan Witcher, Claudia Tajima

    For brands to succeed in the dynamic and constantly evolving world of commerce, they must meet rapidly rising customer expectations with exceptional, relevant, and value-oriented...

  • Report The Rise Of The Agile Employee

    Advanced Level: Talent Practices For Digital Business
    May 30, 2019 | Alyson Clarke, Mike Chirokas

    Advanced digital businesses are evolving their business models and embracing new tech. And digital business leaders know that the skills and talent they need to execute on that will be different...

  • Webinar Online Retail In Southeast Asia, 2018 To 2023

    Southeast Asia — Indonesia, Malaysia, the Philippines, Singapore, Thailand, and Vietnam — has 272 million online adults, of whom about 144 million bought online in 2018. The region is...

  • Report Redefine Your Service Partner Relationships To Jump-Start Retail Digital Transformation

    Evolve Your Relationship With Services Partners From Order Taking To Strategy
    May 23, 2019 | Amanda LeClair, Lily Varon

    Retailers lag behind other industries in digital business maturity — and a conservative approach to modern tech architecture and tools is only one hurdle. Forrester data shows that retailers...

  • Report The Forrester Retail Quarterly Earnings Review, Q4 2018

    Highlights From 23 Retail Q4 2018 Earnings Call Transcripts
    May 15, 2019 | Fiona Swerdlow, Claudia Tajima

    As today's empowered consumers demand more of the retail experience than ever before, leading retailers and brands are investing to rethink and reinvent their customers’ cross-touchpoint...

  • Report The State Of The Digital Store

    Landscape: The Digital Store Playbook

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

  • Report Building The Business Case For Omnichannel Commerce

    Business Case: The Omnichannel Commerce Playbook
    May 8, 2019 | 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 Disrupting Finance: Digital Banks

    Digital Banks Offer A More Compelling Digital Banking Experience

    Over the past decade, a wave of new digital banks like Kakao Bank, Monzo, N26, Nubank, Revolut, and Tinkoff have launched, competing to win customers with better digital customer experiences than...

  • Report The Art And Science Of Retail eCommerce

    Executive Overview: The Retail eCommerce Playbook
    May 2, 2019 | Fiona Swerdlow

    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...

  • Report Recruit And Retain Top Digital Talent

    Intermediate Level: Hire And Keep Digitally Skilled Employees To Embed Digital Throughout Your Organization

    Established firms, including retailers and banks, struggle to recruit and retain the brightest digital talent. To attract digital professionals, they compete directly with startups, agencies, and...

  • Report The Forrester Retail Quarterly Earnings Review, Q3 2018

    Highlights From 19 Retail Q3 2018 Earnings Call Transcripts
    April 30, 2019 | Fiona Swerdlow, Claudia Tajima

    As today's empowered consumers demand more of the retail experience than ever before, leading retailers and brands are investing to rethink and reinvent their customers’ cross-touchpoint...

  • Report Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

    Landscape: The Omnichannel Commerce Playbook
    April 29, 2019 | Michelle Beeson

    Because customer 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 Construct The Business Case For Digital Store Transformation

    Business Case: The Digital Store Playbook
    April 25, 2019 | Brendan Witcher

    Retailers today are transforming their physical stores from places to shop to digital centers of engagement. Myriad technology solutions support this transition, including interactive digital...

  • 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 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 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 Build An Adaptable Organization Structure To Accelerate Digital Business

    Intermediate Level: Structure Practices For Digital Business
    April 5, 2019 | Jacob Morgan

    Digital leaders often ask Forrester, "What's the perfect organizational structure?" There isn't one. While any organizational choice is a tradeoff of efficiency, control, localization, and speed, a...

  • Report Financial Services Firms Should Weave Online Video Into Every Customer Journey

    On-Demand Online Video Helps Digital Business Teams Engage, Win, And Serve Customers Efficiently
    April 4, 2019 | Nick Barber

    Global video will make up a huge portion of online traffic in just a few years, but most financial services firms are missing an opportunity to engage customers and prospects with the format. In...

  • Report Born To Chat

    Tips And Tricks From Early Chatbot Entrepreneurs
    April 2, 2019 | Julie A. Ask

    We spoke to 20 companies to assemble insights on operational best practices for firms developing products or services rooted in a conversational interface. If you're thinking about building up your...

  • 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 Six Tenets Of Product Information Management

    A Guide To Winning The Product Content Arms Race
    March 28, 2019 | Bruce Eppinger

    Product information drives the cost-effective differentiators of online shopping experiences. The need for more information in more channels and the demand for optimized product content in each of...

  • 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...

  • Webinar Augmented Reality And Virtual Reality In Industry: Good For More Than Just Training

    March 11, 2019 | Paul Miller

    Augmented reality, mixed reality, and virtual reality (collectively referred to as extended reality) are making their way into industrial environments. But there is a disconnect between all the...

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