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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 Research Overview: Digital Commerce Strategies

    A Guide To How Branded Manufacturers Must Reevaluate Their Digital Commerce Strategy And Opportunity
    September 11, 2019 | Michelle Beeson, Sucharita Kodali

    Should all brands sell directly to customers online? How should brands work with marketplaces? What does this all mean for existing retail partner and distributor relationships? The sales...

  • Webinar Protecting Your Brand On The Rogue Web: E-Control Is Essential

    September 4, 2019 | Sucharita Kodali

    The internet has enabled broad availability of goods and services, but that benefit has become a double-edged sword as brands have grappled with counterfeits, gray market goods, IP violations, and...

  • 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 The State Of The Digital Store

    Landscape: The Digital Store Playbook
    May 9, 2019 | Sucharita Kodali, Claudia Tajima

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

  • Report Building The Integrated Retail Commerce Business Case

    Business Case: The Retail eCommerce Playbook
    April 25, 2019 | Sucharita Kodali

    Digital retail is an integral part of the overall retail picture. According to Forrester data, US online retail sales will grow at nearly three times the rate of total retail sales from 2017 to...

  • Report Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook
    April 18, 2019 | Sucharita Kodali

    Digital business professionals often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This report takes a prescriptive look at industry standards and...

  • Report The New Paradigm Of Retail

    Vision: The Retail eCommerce Playbook
    March 26, 2019 | Sucharita Kodali

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

  • 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 Protecting Your Brand On The Rogue Web

    Wholesalers Could Ignore Internet-Based Sellers . . . Until Now
    February 12, 2019 | Sucharita Kodali

    Brands have invested tremendous amounts in their equity. In the past, gray-market goods might have been available in a side alley in major cities, but the transparency of the internet lets...

  • Report Six Things Brands Must Do Online To Improve Sales

    Follow Forrester's eCommerce Enablement Framework To Grow Presence And Share
    February 12, 2019 | Sucharita Kodali

    Brands are now generating a hefty percentage of their overall revenues through eCommerce, often on websites other than their own. To ensure that other retailers and digital business professionals...

  • Webinar What's Going On With Mobile Shopping

    February 5, 2019 | Sucharita Kodali

    Vice President and Principal Analyst Sucharita Kodali walks attendees through the future of mobile commerce. The webinar explores the current state of mobile commerce, best practices for...

  • Webinar Predictions 2019: Retail

    January 29, 2019 | Fiona Swerdlow, George Lawrie, Brendan Miller

    In 2019, retailers will continue to adapt to changing market conditions, evolving technology, and ever-rising customer expectations. This webinar explores how putting digital at the heart of the...

  • 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 Retailers: You're The Next Media Moguls

    Media Networks From Commerce Companies Are Growing And Transforming Shopping
    December 5, 2018 | Sucharita Kodali

    Amazon is now the most publicized case study of successful media networks. But other companies like Best Buy and Walmart have also quietly built profitable and rapidly growing ad businesses over...

  • Report Brands, Here's The Size Of Your Digital Commerce Prize

    Assessing The Digital Commerce Opportunity For Branded Manufacturers
    November 16, 2018 | Michelle Beeson, Sucharita Kodali

    Consumer-facing brands know that there is proverbial gold in generating direct sales through digital commerce, but the big question is the size of the prize. This report examines the factors that...

  • Report Predictions 2019: Retail

    Global Economics, Regulators, And Brand Strategies Will Shape The Year Ahead For Retailers And Brands

    Digital business professionals, get ready now for a tumultuous 2019. The key: Put digital at the heart of your business strategy to navigate everything from global economic factors to the growth of...

  • Report Forrester Analytics: Online Holiday Retail Sales Forecast, 2018 (US)

    ForecastView Document
    October 15, 2018 | Susan Wu, Sucharita Kodali

    Forrester estimates that US online holiday sales will reach $151 billion in 2018, representing 14% growth over 2017. This 2018 forecast includes online holiday historical sales from 2008. It also...

  • Webinar AI In Retail? Nope — Start With Automation

    October 11, 2018 | Rob Koplowitz, Sucharita Kodali

    It feels like AI is eating the world, and it may seem that if you haven’t jumped in yet, you’re too late. The truth is that while AI has huge potential in retail, many of the...

  • Report The Five Key Success Factors Of Every Digital Business

    Strategic Plan: The Retail eCommerce Playbook
    August 22, 2018 | Sucharita Kodali

    Successful organizations are largely driven by the right people, the right organizational structure, and an innovative idea for selling online that often reinforces brick-and-mortar stores. In the...

  • Report AI In Retail? Let's Start With Automation In Retail

    Using AI To Differentiate Requires A Software First Approach
    August 9, 2018 | Rob Koplowitz, Sucharita Kodali

    Retailers want to talk about things like augmented reality (AR) or computer vision, but the truth is that many of their basic merchandising and inventory management processes are still painfully...

  • Report Five Practices To Succeed With Your Retail eCommerce Strategy

    Processes: The Retail eCommerce Playbook
    July 25, 2018 | Sucharita Kodali

    Retail eCommerce has over two decades of experience under its belt, so digital retail businesses at all maturity stages have a fairly established set of best practices to follow. This report helps...

  • Report The Retail eCommerce Metrics That Matter

    Performance Management: The Retail eCommerce Playbook
    July 12, 2018 | Sucharita Kodali

    To achieve key business goals such as increasing retail sales, digital business retail executives need to ensure that they have the right metrics in place. These metrics should track customers' use...

  • 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...