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  • Report B2C Sets The Standard For B2B

    Road Map: The B2B eCommerce Playbook
    January 9, 2019 | Allen Bonde

    Science-fiction writer William Gibson once said, "The future has already arrived; it's just not evenly distributed yet." Some B2B enterprises have been selling online for years, but most are new to...

  • Report Omnichannel Requires Scoring A Trifecta With Technology Solutions

    Tools And Technology: The Omnichannel Commerce Playbook
    January 8, 2019 | Brendan Witcher, Claudia Tajima

    In today's "anywhere, anytime" commerce, digital business professionals race to fully modernize their commerce systems but are coming to terms with the fact that omnichannel is far more complex...

  • Report How To Select A Commerce Specialist Service Provider

    Lessons From Reference Customers Of "The Forrester Wave™: Commerce Specialist Service Providers, Q4 2018"
    January 7, 2019 | Lily Varon

    In the first Forrester Wave™ evaluation of commerce specialist service providers, we used 24 criteria to evaluate eight vendors. This report compiles the lessons that customers shared about...

  • Report Digitally Transform In-Store Experiences With Sensor-Based Technology And Analytics

    Performance Management: The Digital Store Playbook
    January 7, 2019 | James McCormick

    Retail stores have been living in an analytical "dark age" compared with digital channels, relegated to measurement techniques that rarely consider customer behavior. However, advances in in-store...

  • Report Trailblazers Of The Top Five Retail Tech Trends

    Leading Retailers Invest In Tech For Customer Experience And Operational Excellence
    January 2, 2019 | Brendan Witcher, Claudia Tajima

    Retailers must carefully invest to compete in a growing retail market that is rife with digitally savvy competitors. They are primarily investing in five key commerce tech areas: omnichannel,...

  • Playbook The Retail eCommerce Playbook For 2019

    The Art And Science Of Retail eCommerce

    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...

  • Playbook The Digital Store Playbook For 2019

    Welcome To The Digital Store Playbook

    Today's customers look for and buy experiences, not simply products. Digital technology offers retailers a toolkit to engage customers with new and enhanced experiences. It also enables them to...

  • Report Now Tech: Digital Banking Engagement Platforms, Q4 2018

    Forrester's Overview Of 31 Digital Banking Engagement Platforms Providers
    December 28, 2018 | Jost Hoppermann

    You can use digital banking engagement platforms (DBEPs) to deliver new digital banking capabilities flexibly and rapidly, support multiple channels out of the box, and drive revenue and improve...

  • Report The Australia Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    December 26, 2018 | Riccardo Pasto, 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 36 brands across six industries in the Australia Customer...

  • Report Organize For Digital Banking Success

    Organization: The Digital Banking Strategy Playbook
    December 24, 2018 | Frederic Giron

    Banks need to become customer-led, insights-driven, faster, and more connected to their external ecosystem if they want to be relevant in a digital world. In this transformation journey, digital...

  • Report The France Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    December 21, 2018 | Joana van den Brink-Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX...

  • Report The UK Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    December 21, 2018 | Joana van den Brink-Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....

  • Webinar Outlook 2019: State Of Retail Payments

    December 20, 2018 | Brendan Miller

    This webinar details the results of “The State Of Retail Payments,” a biennial study by the National Retail Federation and Forrester that profiles US enterprise retailers’...

  • Report Retailers: Extend Omnichannel Capabilities To The Customer, Not Just Operations

    Benchmarks: The Omnichannel Commerce Playbook
    December 19, 2018 | Michelle Beeson

    Forrester's 2018 Retail Omnichannel Capabilities Assessment benchmarked eight leading European retailers and two in the US to help digital business executives understand how their omnichannel...

  • Playbook The Omnichannel Commerce Playbook For 2019

    Mastering The Art Of Omnichannel Retailing

    Digital business leaders know that many customers use a variety of digital and physical touchpoints as they move along the path to purchase. This complexity creates challenges for retailers as they...

  • 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 Now Tech: Product Information Distribution Services (PIDS), Q4 2018

    Forrester's Overview Of 23 Product Information Distribution Service Providers
    December 18, 2018 | Bruce Eppinger, George Lawrie

    You can use product information distribution services (PIDS) to manage data feed requirements, simplify connectivity, and improve the quality of product information. But to access these benefits,...

  • Report Luxury Retail 2018: What A Difference A Year Makes

    Luxury Brands Finally Dive Meaningfully Into Digital
    December 17, 2018 | Michelle Beeson

    What a difference a year makes! But despite much activity, luxury brands still have lots of ground to cover to create the exceptional omnichannel customer experiences that their customers expect....

  • Report Online Retail Will Drive Overall European Retail Sales Growth Through 2023

    Highlights From The Forrester Analytics: Online Retail Forecast, 2018 To 2023 (Western Europe)
    December 13, 2018 | Michelle Beeson, Claudia Tajima

    Western European online retail sales will continue their double-digit growth through 2023. That's good news because online sales growth will drive overall sales for retailers. This report...

  • Report The Omnichannel Maturity Assessment

    Assessment: The Omnichannel Commerce Playbook
    December 13, 2018 | Brendan Witcher, Claudia Tajima

    Supporting an omnichannel fulfillment program is table stakes in retail today. Organizations need to assess their omnichannel maturity to understand their current state and compare it with their...

  • Report Use Behavioral Economics To Inform Your Financial Well-Being Strategy

    Design Digital Experiences That Encourage Customers To Adopt Better Financial Habits
    December 13, 2018 | Aurelie L'Hostis

    Advances in behavioral science have shed new light on how people make decisions — and that includes personal finance. Despite best intentions, people don't always stick to their financial goals....

  • Webinar Outlook 2019: The State Of The US Retail Shopper

    December 13, 2018 | Brendan Miller

    Despite the dramatic October downturn in the stock market, confident consumers are driving US retail spending upward, but retailers face urgent pressure to evolve — or they will lose market...

  • Report ForecastView Global eCommerce Snapshot

    ForecastView Infographic
    December 12, 2018 | Susan Wu

    While consumers spend $1.7 trillion online globally today, that spend and its anticipated growth vary by country and product. CPG manufacturers, retailers, and logistics firms want to know where to...

  • Report Gauge Your CRM Maturity

    Assessment: The CRM Playbook
    December 10, 2018 | Kate Leggett

    An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenge organizations to reshape the way that they target, acquire, retain, understand, and...

  • Report From Singles' Day To Global Shopping Festival

    This Year's 11.11 Event Showcased Alibaba's Business And Technology Innovations
    December 10, 2018 | Xiaofeng Wang

    2018 marks the 10th anniversary of Singles' Day, the world's largest shopping festival. This year, event creator Alibaba renamed it the 11.11 Global Shopping Festival; the nearly $31 billion in...

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