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  • Report Must-Have E-Commerce Features

    Roadmap: The Retail E-Commerce Playbook
    October 28, 2020 | Sucharita Kodali

    Digital business professionals often grapple with prioritizing the countless issues that populate e-commerce to-do lists. This report takes a prescriptive look at industry standards as well as the...

  • Report Vast, Fast, And Relentless: Consumer Buying Enters A New Era

    What B2C Businesses Need To Know To Survive And Thrive In The Next Decade

    It won't be news to anyone that consumers are more empowered than ever, but it's hard to pin down in precisely what ways they're empowered and how that changes the way businesses must serve them....

  • Report The Top Retail Technology Investments In 2020

    Retail And Brand Professionals Share Their Priorities For Tech-Driven Commerce Initiatives In The Coming Year
    May 11, 2020 | Brendan Witcher

    In January and February 2020, we interviewed more than 60 retail and brand professionals from over 50 companies to understand which technology initiatives they are investing in this year. This...

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

    Landscape: The Omnichannel Commerce Playbook
    March 26, 2020 | 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 Process Makes Perfect: Exceed Customer Expectations With Omnichannel Excellence

    Processes: The Omnichannel Commerce Playbook
    March 13, 2020 | Brendan Witcher

    Although having a functioning omnichannel fulfillment program is now a basic necessity, many retailers still fail to meet customer expectations. They also struggle to fully understand program...

  • Report The Extended Reality Opportunity Today: Your Employees

    Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is
    April 4, 2019 | Jennifer Wise, Samuel Stern

    The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie...

  • Report The France Retail Customer Experience Index, 2018

    How French Retail Brands Earn Loyalty With The Quality Of Their Experience
    March 11, 2019 | Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 15 French multichannel retailers and four French digital...

  • Report The Four Facets Of Adaptable Digital Commerce Teams

    Organization: The Retail eCommerce Playbook
    December 19, 2018 | Sucharita Kodali

    Rapidly changing market conditions are forcing retailers to balance a growing eCommerce business with an often challenging store business and customers with high expectations and many choices. How...

  • Report The Metropolitan Indian Consumer Tech Stack

    Our 2018 Indian Benchmark Data Overview Shows The Four Forces Of Adoption
    November 9, 2018 | James McQuivey, PhD, Reineke Reitsma

    Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will...