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  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 1, 2017 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 314 brands across 21 industries in the US CX Index. We...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Building The Business Case For Omnichannel Commerce

    Business Case: The Omnichannel Commerce Playbook
    July 31, 2017 | 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...

  • For CIO Professionals

    Report

    Report Autonomous Vehicles Will Reshape The Global Economy

    Six Transformative Ripple Effects Of Autonomous Transport
    July 20, 2017 | Laura Koetzle, Carlton A. Doty

    Each week brings a new story about autonomous vehicle experiments by disruptive tech companies that threaten the future of century-old auto manufacturers. This is not one of those stories. We...

  • For CIO Professionals

    Report

    Report Case Study: Mobike Leverages IoT To Bypass Gridlock

    Innovate With The Internet Of Things To Deliver True Value To The Customer
    April 26, 2017 | Travis Wu

    Companies in all industries are increasingly looking beyond cost savings to deliver customer value with the internet of things (IoT). IoT products need not be technically complex, but they do have...

  • For CIO Professionals

    Report

    Report 2017 Tech Budget Benchmarks

    Use Our Benchmarks To Transform Your Tech Budget, Not Just Defend It
    March 28, 2017 | Andrew Bartels

    CIOs feel ambivalent about tech budget benchmarks. They need them to respond to CEO and CFO questions about tech spending levels, but they also know the top-line metrics don't really say much. This...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Transportation Management Systems

    As A Foundation Of Logistics Excellence, TMSes Help Companies Execute On Their Brand Promise
    January 31, 2017 | Phoenix Zhang

    Companies increasingly view logistics management as critical to maintaining a strategic competitive advantage. Transportation management systems (TMSes) help application development and delivery...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Identify And Evaluate Technology Partners To Streamline Global Expansion

    Tools And Technology: The eCommerce Globalization Playbook
    December 9, 2016 | Lily Varon

    Your mandate is to take your eCommerce brand global. So what's next? Once you've mapped out a comprehensive international strategy, you're ready to determine which tools and technologies will set...

  • For CIO Professionals

    Report

    Report 2017 US Tech Budgets: The Outlook For Tech Spending Overall And By Industry

    Steady US Economic Growth And The BT Agenda Will Drive 5% Tech Market Growth In 2017
    October 17, 2016 | Andrew Bartels

    CIOs and their business partners prepare their tech budget plans based on their own businesses' strategy and requirements. Still, it can be useful to look at what other firms are doing, especially...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Paving The Path To Omnichannel Fulfillment

    Road Map: The Omnichannel Commerce Playbook
    October 4, 2016 | Brendan Witcher

    Omnichannel fulfillment programs have figured prominently on eBusiness priority lists for years, but many are unsure of where to start. This report guides eBusiness professionals on how to craft an...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Capture The Global eCommerce Opportunity

    Landscape: The eCommerce Globalization Playbook
    August 12, 2016 | Lily Varon

    Gone are the days when most brands offered just one or two international sites: Today, the end goal is a global eCommerce footprint. To reach that goal, eBusiness professionals are taking a...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Amazon Prime Launches In India

    ForecastView Document
    August 11, 2016 | Satish Meena

    Amazon launched its Prime membership program in India on July 26, 2016, continuing its efforts to capture an increasing number of buyers and increase its wallet share among existing online buyers...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 10 FAQs About eCommerce Shipping

    July 22, 2016 | Sucharita Mulpuru

    Shipping is a costly expense that weighs down online merchants because consumers expect to pay little to nothing for delivery. This document answers questions that merchants often have about when...

  • For Application Development & Delivery Professionals

    Report

    Report Case Study: Logistics Firm Overhauls Systems Of Engagement And Record To Improve CX

    Superior Customer Experiences Require Agile Systems Of Record Working In Alignment With Systems Of Engagement
    July 21, 2016 | Somak Roy

    Improving the customer experience (CX) requires far more than well-designed systems of engagement; for many organizations, it also requires updating multiple systems of record. "Acme Logistics," a...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, 2016

    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • For Application Development & Delivery Professionals

    Report

    Report The Path To A New Supply Chain Management Software

    May 10, 2016 | Phoenix Zhang

    As your customers' expectations increase, you must improve the capabilities of your supply chain. Forrester speaks to far too many buyers who are cobbling together outdated technologies and Excel...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Abolish Abandon Rates For In-Store Pickup

    Retailers Must Find Opportunities To Increase "Buy Online, Pick Up In Store" Conversion Through Best Practices And Operational Excellence
    May 5, 2016 | Brendan Witcher

    Omnichannel fulfillment is commonplace among today's leading retailers. However, eBusiness professionals are at risk of not meeting goals for these programs if they fail to move from basic...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Brief: Use Logistics Procurement Applications To Optimize Business Results

    Fixing The Post-Optimization Negotiation Will Require Users To Take Action And Vendors To Meet A Rising Challenge
    March 14, 2016 | Phoenix Zhang

    Logistics procurement applications reduce transportation costs by automating, optimizing, and standardizing processes. However, they lack capabilities to allow business owners to fine-tune bid...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Enhance The Supply Chain And Logistics To Improve Omnichannel Fulfillment

    March 10, 2016 | Phoenix Zhang

    Retailers increasingly seek to provide omnichannel fulfillment as a way to improve customer experience. However, many find themselves challenged by the complexity these efforts pose for underlying...

  • For Enterprise Architecture Professionals

    Report

    Report Drive Customer-Obsessed Strategies With A Formalized Business Architecture

    Business Impact: The Business Architecture Playbook
    February 23, 2016 | Gordon Barnett

    Today's shift in power to the customer puts new pressure on your strategic business technology (BT) decision-makers. BT strategy and investment decisions are becoming more complex; in addition to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report It's Only The First Inning Of Omnichannel Retail

    Vision: The Omnichannel Commerce Playbook
    February 11, 2016 | Sucharita Mulpuru

    Omnichannel retail is still in its early days. Most eBusiness leaders who are investing in "omnichannel" are typically looking to fulfillment tactics like "endless aisle" in stores and in-store...

  • For CIO Professionals

    Report

    Report China Tech Market Outlook, 2016 To 2017

    Business Technology Enables Digital Transformation In China
    February 3, 2016 | Charlie Dai

    Technology spending in China will reach $147 billion in 2016 as organizations accelerate digital transformation initiatives by rapidly increasing their business technology investments. This report...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Omnichannel Mastery: Optimize In-Store Pickup

    Continuous Improvement: The Omnichannel Commerce Playbook
    January 28, 2016 | Brendan Witcher

    Omnichannel fulfillment capabilities — that is, the ability to offer the customer cross-channel visibility and ordering options — have become the standard for leading traditional retailers. Most...

  • For CIO Professionals

    Report

    Report 2016 Tech Budget Benchmarks

    What You Need To Know About What Your Industry Peers Are Spending On Business And Information Technologies
    January 21, 2016 | Andrew Bartels

    Every year, CIOs look for tech budget benchmarks to defend tech spending levels to business partners and to help determine where their firm may be overspending or underspending on technology. In...

  • For CIO Professionals

    Report

    Report 2016 US Tech Budgets: The Outlook For Tech Spending Overall And By Industry

    Where The BT Agenda Is Driving The Most Change
    November 17, 2015 | Andrew Bartels

    This is the time of year when CIOs and their business partners are preparing their 2016 tech budget plans. To help, this report provides our current forecast for the US tech market in aggregate, by...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, Q3 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience
    October 5, 2015 | Megan Burns

    Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900...

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