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  • For eBusiness & Channel Strategy Professionals

    Report

    Report eCommerce Trends And Outlook For Asia Pacific

    Trends In Australia, China, India, Japan, South Korea From The Forrester Data: Online Retail Forecast, 2016 To 2021 (Asia Pacific)
    July 25, 2017 | Lily Varon

    Asia Pacific contains both the largest and the fastest-growing eCommerce markets (China and India, respectively). Today, total online retail revenues in just five markets in Asia Pacific — China,...

  • For B2C Marketing Professionals

    Report

    Report Case Study: Take A Focused And Disciplined Approach To Drive Chatbot Success

    OCBC Bank Created A Marketing Chatbot To Accelerate Revenue Growth
    July 21, 2017 | Xiaofeng Wang

    Marketing teams are increasingly interested in leveraging branded chatbots, but most struggle to deliver business value. OCBC Bank in Singapore is bucking the trend: The bank recently created Emma,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Improve B2B eCommerce Execution By Using ACTIVE Strategies

    Continuous Improvement: The B2B eCommerce Playbook
    July 20, 2017 | Andy Hoar

    B2B eCommerce organizations know that having a vision alone does not guarantee success. The devil is in the details and the hard work associated with executing on solid, actionable strategies. This...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report It's Cloud Go Time For Retailers

    Cloud Apps And Platforms Offer More Rewards Than Risks For Retail
    July 20, 2017 | Dave Bartoletti, Anjali Yakkundi

    More than one-fifth of retailers have now moved core business applications to the cloud — a significant jump over the past three years. Often led to cloud initially by the desire to modernize...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Win The Hearts Of Customers With Digital Money Management

    Traditional Banks In China Must Seize New Opportunities To Stave Off Digital Disruption
    July 14, 2017 | Eryan Zhou

    Digital money management in China is still in its early stages, but it will continue to develop as financial disruptors win customers and traditional banks slowly join the game. This report helps...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Global Mobile Banking Benchmark, 2017

    BBVA Earns The Top Spot
    July 13, 2017 | Zhi Ying Ng, Aurelie L'Hostis

    To stay relevant to customers, digital banking strategy executives need to deliver useful and usable mobile banking services that not only exceed customers' current expectations but also anticipate...

  • For Customer Experience Professionals

    Report

    Report Global Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 53 Mobile Banking Apps
    July 13, 2017 | Andrew Hogan, Alex Causey

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are mobile banking apps delivering...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Shift Your Obsession From Technology To The Customer

    Thai Banks' Digital Initiatives Must Start With Customers, Not Technology
    July 11, 2017 | Frederic Giron

    In the wake of government plans to create a digital economy, Thai banks have swiftly pushed digital initiatives. But Thai customers are largely absent from these plans — which will inevitably put...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The New Paradigm Of Retail

    Vision: The Retail eCommerce Playbook
    July 7, 2017 | Ananda Chakravarty

    Omnichannel services continue to change the offers that retailers provide and the ways consumers buy. The demands on retailers are changing in lockstep. Even as eCommerce sales grow at a healthy...

  • For Application Development & Delivery Professionals

    Report

    Report The Top 10 Chatbots For Enterprise Customer Service

    June 29, 2017 | Ian Jacobs

    In Forrester's evaluation of the emerging market for chatbots in customer service, we identified the10 most significant providers — [24]7, Artificial Solutions, Creative Virtual, Inbenta,...

  • For B2C Marketing Professionals

    Report

    Report The State Of Consumers And Technology: Benchmark 2017, US

    North American Consumer Technographics®
    June 28, 2017 | Gina Fleming

    This report is our annual overview of the impact of technology on US consumers' attitudes, behaviors, and expectations in a rapidly changing world, based on the Forrester Data Consumer...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Building A Mobile Business Case: It's A Steep Climb

    Business Case: The Mobile eBusiness Playbook
    June 27, 2017 | Julie A. Ask, Jeffrey S. Hammond

    Mobile used to be cheap. It isn't anymore. The days of driving impressive returns from a mobile-optimized website or app that replicates the functionality of your website are long gone. Moreover,...

  • For Infrastructure & Operations Professionals

    Report

    Report TechRadar™: Automation Technologies, Robotics, And AI In The Workforce, Q2 2017

    As Physical And Software Robots Rise, You Need A Long-Term Strategic Plan For Your Workforce
    June 26, 2017 | J. P. Gownder

    Automation technologies — physical robots, software and artificial intelligence (AI), and customer self-service solutions — are reshaping the workplace and the way your business engages with its...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Cross-Border Services Will Help Cross-Border eCommerce Reach $627 Billion By 2022

    ForecastView Document
    June 23, 2017 | Michael O'Grady

    Cross-border shopping will make up 20% of eCommerce in 2022, with sales of $627 billion. Asia Pacific, driven by China, will become the largest eCommerce cross-border region for both imports and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of The Digital Store

    Landscape: The Digital Store Playbook
    June 21, 2017 | Anjali Yakkundi, Claudia Tajima

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

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Quick Take: Amazon Buying Whole Foods Raises A Red Flag For All Retailers

    Playing Defense Will Just Prolong Your Demise
    June 20, 2017 | Brendan Miller, Brendan Witcher

    On June 16, 2017, Amazon announced that it's buying Whole Foods for $42 a share, in a deal valued at $13.7 billion. In this report, we analyze why Amazon is significantly upping its game from...

  • For Security & Risk Professionals

    Report

    Report Security Strength And Ease Benchmark: US Online Retailers 2017

    Continuous Improvement: The Identity And Access Management Playbook
    June 15, 2017 | Andras Cser, Alexander Spiliotes

    According to Forrester Data Online Retail Forecast, 2016 to 2021 (US), online retail sales have grown 15% year-over-year since 2015. As retailers expand their digital offerings and work to attract...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of India's Online Retail Market In 2017

    ForecastView Document
    June 14, 2017 | Satish Meena

    Despite some hiccups in 2016, India remains the fastest-growing online market in the world. Online retail sales in India will reach $64 billion by 2021, growing at a five-year compound annual...

  • For Customer Experience Professionals

    Report

    Report Global Customer Experience Trends, 2017

    Insights From Forrester's Customer Experience Index™
    June 13, 2017 | Rick Parrish, Dylan Czarnecki

    How good are customer experiences globally? In this report, we use Forrester's Customer Experience Index (CX Index™) data from 2015 and 2016 to reveal CX trends around the world. We dive deep into...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 India Online Banking Functionality Benchmark

    ICICI Bank Stands Out By Offering Better Online Banking Services
    June 12, 2017 | Ashutosh Sharma, Arnav Gupta

    Online banking customers in India use their providers' secure websites to complete tasks and achieve their banking objectives. Digital banking teams must keep a close eye on which goals a customer...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 New Zealand Mobile Banking Benchmark

    Kiwibank Edges Out Bank Of New Zealand With Good Usability
    June 8, 2017 | Zhi Ying Ng

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 China Mobile Banking Benchmark

    China Merchants Bank Tops Our Review Of Chinese Banks
    June 1, 2017 | Eryan Zhou, Riccardo Pasto

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: How Kohl's Operationalizes Its Digital Strategy

    May 31, 2017 | Brendan Miller

    Expanding digital shopping channels, downward pricing pressures, and heightened consumer and investor expectations are disrupting traditional brick-and-mortar retailers. This case study provides...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 India Mobile Banking Benchmark

    ICICI Bank Leads Again, Setting The Bar For Mobile Banking In India
    May 26, 2017 | Ashutosh Sharma, Arnav Gupta

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

  • For Infrastructure & Operations Professionals

    Report

    Report Cracking The Collaboration Conundrum: Accelerate Customer Focus With ChatOps

    May 24, 2017 | Elinor Klavens, Robert Stroud

    Development and operations (DevOps) exploded the scope of responsibility for infrastructure and operations (I&O) professionals; now they must take a full life-cycle view of services and understand...

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