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  • Report The US Multichannel Retailers Customer Experience Index, 2018

    How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Sucharita Kodali, Alex Causey

    How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retailer brands that were...

  • Report The US Digital Retailers Customer Experience Index, 2018

    How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Sucharita Kodali, Alex Causey

    How well do leading digital retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of 11 digital retail brands that we analyzed as part of the...

  • Report The US Digital-Only Retailers Customer Experience Index, 2017

    How US Digital-Only Retail Brands Earn Loyalty With The Quality Of Their Experience
    November 15, 2017 | Sucharita Kodali, Dylan Czarnecki

    How well do leading digital-only retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 digital-only retail brands that we...

  • Report The US Traditional Retailers Customer Experience Index, 2017

    How US Traditional Retailer Brands Earn Loyalty With The Quality Of Their Experience
    October 25, 2017 | Sucharita Kodali, Dylan Czarnecki

    How well do leading traditional retailers (stores and digital) earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 36 traditional retail...

  • Report US Retail Segmentation: Gen Y Online Shoppers

    Using Forrester Technographics® To Profile Generation Y Online Shoppers In The US
    May 19, 2014 | Martin Gill, Sucharita Kodali, Douglas Roberge

    In the US, Gen Y is a digitally savvy segment that frequently buys online through a number of touchpoints and will continue to be a core segment for US online retailers for years to come. eBusiness...

  • Report Predictions 2014: US Retail eBusiness

    January 23, 2014 | Sucharita Kodali

    As eCommerce approaches $300 billion in sales in the US, it has a more pronounced effect on virtually every shopping category and on the ecosystem of devices and delivery formats that supports it....

  • Report The Tasty Opportunity For Restaurants Online

    Online Ordering Has Clear Benefits, But Execution Needs Help
    February 12, 2009 | Sucharita Kodali

    Despite only a few restaurants having Web ordering capabilities, nearly one in three US Web buyers say that they have ordered food online, either through a PC or mobile device. Forrester believes...

  • Report Four Essential Metrics For Cross-Channel Measurement

    August 12, 2008 | Sucharita Kodali

    With consumers regularly migrating across channels when researching and purchasing products, eBusiness professionals are tasked with the challenge of quantifying that cross-channel behavior....

  • Report Must-Haves For Manufacturer Web Sites

    A Joint Study With Channel Intelligence Highlights A Critical Stop On The Customer Purchase Path
    July 26, 2007 | Sucharita Kodali

    Consumer-facing manufacturer Web sites play a significant role in online and offline transactions, and they influence or directly drive billions of dollars in sales. Forrester conducted a joint...

  • Report Topic Overview: US Online Retail

    March 13, 2007 | Sucharita Kodali

    The online channel continues to play a significant role in the strategic plans of business-to-consumer (B2C) companies. The retail and travel piece of B2C eCommerce alone now tops $200 billion,...

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