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  • Report Free, Fast Delivery Is An Oxymoron — Here Are Six Disruptions To Test Instead

    October 3, 2019 | Sucharita Kodali

    Retailers are rushing to faster delivery, but Forrester believes that is a fool's errand. Merchants and shippers must find ways to deliver more goods to shoppers cost-effectively or they will face...

  • Report Retailers, Reduce The Pain Of Online Returns

    Shoppers Want Generous, Flexible Online Return Policies
    September 30, 2019 | Sucharita Kodali

    In the hypercompetitive online retail sector, product returns are a cost of doing business. Traditional retailers have generally tried to reduce returns by any means possible, but digitally native...

  • Report The US Last-Mile Landscape Today

    eCommerce's Future Depends On Innovation In Package Delivery
    August 2, 2019 | Sucharita Kodali

    More than 15 billion eCommerce orders were delivered to customers in the US in 2018. Not only are the costs of these shipments increasing, but many of those deliveries are inefficient and generate...

  • 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 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 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 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 Omnichannel Mastery: Optimize Fulfillment And Engagement

    Continuous Improvement: The Omnichannel Commerce Playbook
    February 5, 2018 | Brendan Witcher

    Omnichannel fulfillment capabilities — the ability to offer the customer cross-channel visibility and ordering options — have become standard offerings for leading retailers. Many started by...