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The Retail eCommerce Playbook For 2020

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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  • Forum Technology & Innovation

    learn best practices for driving innovation across your enterprise.
    November 3, 2020 | Chicago | Liz Herbert, Matthew Guarini, Brian Hopkins

    In today’s innovation-driven business environment, technology leaders have a unique opportunity to move beyond the traditional back-office IT function and become the catalysts of business...

  • Forum Security & Risk

    Learn best practices for data security and cybersecurity risk management.
    September 22, 2020 | Washington, D.C. | Laura Koetzle, Stephanie Balaouras, Heidi Shey

    As attackers get more sophisticated and new technologies emerge, the strategies to protect your organization’s valuable data must also evolve. Attend Security & Risk 2020 to learn about...

  • Forum CX Singapore

    Supercharge Your CX Practice In One Day
    September 3, 2020 | Singapore | Frederic Giron

    CX Singapore 2020 is a one-day intensive event that will arm you with the tools and inspiration necessary to take your customer experience practice to the next level. Join us on September 3, 2020...

  • Webinar Retail This Week, Part 11

    Friday, August 28, 2020, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Fiona Swerdlow

    Join Forrester VP and research director Fiona Swerdlow for the next episode of the "Retail This Week" webinar series, in which she recaps key developments and new insights in retail news and...

  • Webinar Retail This Week, Part 10

    Friday, August 14, 2020, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Fiona Swerdlow

    Join Forrester VP and research director Fiona Swerdlow for the next episode of the "Retail This Week" webinar series, in which she recaps key developments and new insights in retail news and...

  • Webinar Retail This Week, Part 9

    Friday, July 31, 2020, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Fiona Swerdlow

    Join Forrester VP and research director Fiona Swerdlow for the next episode of the "Retail This Week" webinar series, in which she recaps key developments and new insights in retail news and...

  • Webinar So You're Implementing Containers? Secure Them!

    Tuesday, July 28, 2020, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Sandy Carielli, Andras Cser

    Technology leaders are jumping at the chance to implement containers, and security leaders are scrambling to figure out how to protect them. Join us for a fireside chat about key container security...

  • Webinar The Key Points You Don't Want To Miss From The 2020 B2B And B2C Commerce Forrester Wave™ Evaluations

    Thursday, July 23, 2020, 1:00 p.m.-2:00 p.m. Eastern time (18:00-19:00 GMT) | Emily Pfeiffer, Joe Cicman

    Commerce technology is changing, and our evaluations of the most significant vendors in the space bring to light key findings about it. Forrester published two Forrester Wave evaluations of...

  • Webinar Retail This Week, Part 8

    Friday, July 17, 2020, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Fiona Swerdlow

    Join Forrester VP and research director Fiona Swerdlow for the next episode of the "Retail This Week" webinar series, in which she recaps key developments and new insights in retail news and...

  • Webinar Put Testing In Your Automation Journey

    Thursday, July 16, 2020, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Diego Lo Giudice

    As Satya Nadella, CEO of Microsoft, put it to hundreds of developers at Microsoft Build 2020, “We’ve seen two years’ worth of digital transformation in two months!” If...

  • Webinar Deliver The Metrics That Matter With The Objectives And Key Results (OKRs) Framework

    Thursday, July 9, 2020, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Cinny Little

    Your work may include one or more of the following: data analytics; digital, customer, or consumer insights or research; strategy and planning; marketing; and competitive intelligence. Are you...

  • Webinar Launch Your Drop-Ship Program To Accelerate Profitable Sales

    Wednesday, July 8, 2020, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Emily Pfeiffer

    Drop shipping provides unique benefits to both retailers and suppliers. Learn how to tune your tech to enable new sales or supply channels and avoid common pitfalls of drop-ship programs. Key...

  • Webinar Retail's Omnichannel Acceleration: Mastering Commerce And Fulfillment In Times Of Crisis And Beyond

    Tuesday, July 7, 2020, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Brendan Witcher, Nicole Murgia

    Today's customers expect a consistent and connected experience across shopping touchpoints. As consumer behavior continues to shift as a result of the pandemic, a seamless omnichannel experience is...

  • Report The Art And Science Of Retail eCommerce

    Executive Overview: The Retail eCommerce Playbook
    July 6, 2020 | Sucharita Kodali

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

  • Report Now Tech: Merchant Payment Providers, Q3 2020

    Forrester's Overview Of 22 Global Merchant Payment Providers
    July 6, 2020 | Lily Varon

    You can use payment providers to improve payments acceptance and reach, to support new payment models and flows, and for a range of other payment-adjacent services like fraud management and...

  • Webinar Use Adaptive Intelligence To Power Next-Generation Customer Insights

    June 30, 2020 | James Staten, Fatemeh Khatibloo

    Far too often, enterprises base their roadmaps, innovations, and business agility purely on insights gleaned from the data available within their four walls. To win in this era of hyperadoption,...

  • Report Research Overview: Internet Of Things

    An Executive's Guide To Success With IoT
    June 26, 2020 | Frank E. Gillett

    Firms are using the technologies of the internet of things (IoT) to upgrade their products, transform operations, and gain new insights about real-world events throughout their ecosystems. This...

  • Webinar Retail This Week, Part 7

    Join Forrester VP and research director Fiona Swerdlow for the next episode of the "Retail This Week" webinar series, in which she recaps key developments and new insights in retail news and...

  • Report Mastering The Art Of Omnichannel Retailing

    Executive Overview: The Omnichannel Commerce Playbook
    June 19, 2020 | 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 UK In The Pandemic: How Consumers And Businesses Are Changing

    As The Pandemic Drives A Lasting Shift In UK Consumers' Behaviors And Values, Firms Must Respond In Kind
    June 17, 2020 | Michelle Beeson

    Our new survey, the Forrester Analytics Consumer Technographics® COVID-19 Survey (Wave 1), studied 1,117 UK online adults to analyze the impact of the COVID-19 crisis. This report synthetizes the...

  • Forum CX North America

    Cutting-edge, interactive CX programming
    June 16, 2020 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

  • Report The US Customer Experience Index, 2020

    How Brands Build Loyalty With The Quality Of Their Experience
    June 15, 2020 | TJ Keitt

    As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

  • Webinar Retail This Week, Part 6

    June 12, 2020 | Sucharita Kodali

    Join Forrester principal analyst Sucharita Kodali in her sixth installment of the "Retail This Week" webinar series, where she recaps key developments and new insights in COVID-19-related retail...

  • Report Envisioning The Future Of Omnichannel Commerce

    Vision: The Omnichannel Commerce Playbook
    June 11, 2020 | 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 CMO Priorities In Light Of The Pandemic Crisis

    What To Do Now, In Early 2021, And By Year-End 2021
    June 11, 2020 | Shar VanBoskirk, Tina Moffett

    With so much uncertainty at present, CMOs don’t know how to balance cost-saving measures with the innovation needed to help their firms recover well. This presentation explains near-term,...

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