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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...

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  • Report The UK Retail Customer Experience Index, 2018

    How UK Retail Brands Earn Loyalty With The Quality Of Their Experience
    March 12, 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 14 UK multichannel retailers and four UK digital...

  • 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 Forrester Analytics: Online Retail Forecast, 2018 To 2023 (US), Q4 2018 Update

    ForecastView Document
    March 8, 2019 | Michael O'Grady

    While talks of economic uncertainty loom over the US, online retailing saw strong growth over the past year, with a 16% year-over-year increase. Consumer electronics, grocery (food and drink), and...

  • Report Paving The Path To Omnichannel Commerce

    Road Map: The Omnichannel Commerce Playbook
    March 5, 2019 | Brendan Witcher

    Digital business professionals have recognized the need for omnichannel programs for years, but many are unsure of where to start. This report guides digital business pros on how to craft an...

  • Report The Future Of Department Stores: AD&D Imperatives

    The Crucial Role Of AD&D Pros To Help Department Stores Thrive In The Age Of The Customer
    March 4, 2019 | George Lawrie

    All retailers are trying to navigate the gap between profits, dividends, and technology-mediated relevance to customers. But department stores face special challenges — and a seemingly intractable...

  • Report Forrester Analytics: Luxury Retail Forecast, 2018 To 2023 (US)

    ForecastView Document
    February 27, 2019 | Michael O'Grady

    The US personal luxury retail market is growing healthily; luxury sales grew by 3% in 2017, while online sales grew by 19%. eCommerce drove 44% of luxury sales growth in 2017. Digital influence and...

  • Report Forrester Analytics: Luxury Retail Forecast, 2018 To 2023 (EU-7)

    ForecastView Document
    February 26, 2019 | Michael O'Grady

    The European personal luxury market is growing healthily: Overall sales grew by 3% in 2017, and online sales grew by 20%. eCommerce drove 49% of luxury sales growth in 2017, and this will rise to...

  • Report The Forrester Retail Wave™: US Mobile Apps, Q1 2019

    Today's Retail Apps Meet mCommerce Objectives But Fail To Inspire Omnichannel Shopping
    February 25, 2019 | Brendan Miller, Jennifer Wise

    Mobile has become the dominant digital touchpoint, so retailers and digital business professionals must elevate their mobile experiences to win, serve, and retain their loyal customers. In 2017, we...

  • Report Digital Out-Of-Home Delivers Customers

    February 22, 2019 | Joanna O'Connell, Susan Bidel

    Digital screens bring an entirely new dynamic to out-of-home (OOH) advertising, a channel that has withstood the test of time. Digital out-of-home (DOOH) provides B2C marketers with a refreshing...

  • Report How US Customers Research And Buy Life Insurance

    Meet Prospects At The Point Of Need With Easy Ways To Research And Apply
    February 14, 2019 | Benjamin Ensor, August Du Pont

    Life insurance isn't consumers' top priority — until life events prompt them to buy it. Digital teams need to have the right resources in place for when that moment hits. This report explains why...

  • Report What's New In Service Design And What It Means For CX Pros

    Highlights From The 2018 Global Service Design Conference With Forrester's Analysis
    February 13, 2019 | Karine Cardona-Smits

    What's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we...

  • 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...

  • Report Forrester Analytics: Luxury Retail Forecast, 2018 To 2023 (Global)

    ForecastView Document
    February 11, 2019 | Michael O'Grady, Michelle Beeson

    The personal luxury market is booming. Luxury sales grew by 6% in 2017, and online sales grew by 24%. eCommerce drove 39% of luxury sales growth in 2017, and this will rise to 59% by 2023. Digital...

  • Report Forrester Analytics: Online Retail Forecast, 2018 To 2023 (Western Europe), Q4 2018 Update

    ForecastView Document
    February 7, 2019 | Michael O'Grady

    Online retail sales will grow at an average of 11.7% per year over the next five years in Western Europe: By 2023, over half of computer and consumer electronics purchases and almost a third of...

  • Report 2019 US Tech Budgets: Industry Outlook

    CIOs Should Make Their 2019 Plans With A Solid Understanding Of What's Going On In Their Industry
    February 6, 2019 | Andrew Bartels

    The US tech budget outlook for 2019 is generally positive, with projected growth of 6.1% only slightly slower than its 2018 growth. But in that broad picture, different industries will face very...

  • Report The India Digital Retailers Customer Experience Index, 2018

    How Indian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    January 24, 2019 | Amit Bhatia

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven digital retailers that we analyzed as part of...

  • Report New Retail Is Transforming Commerce

    Get Ready For The Future Of Retail That Alibaba, JD, And Tencent Are Shaping
    January 22, 2019 | Xiaofeng Wang

    Alibaba's New Retail vision is now reality, and it's reshaping the retail landscape in China and beyond. JD.com, Tencent, and traditional retailers like Starbucks and Walmart are all jumping on the...

  • Report Case Study: Intime Embraces New Retail Transformation To Drive Growth

    Omnichannel Is The Foundation Of An Insights-Driven Retail Business
    January 16, 2019 | Xiaofeng Wang

    Traditional retailers struggle to meet the fast-changing expectations of omnichannel customers and drive business growth. While most firms are digitizing to some degree, transformations seldom...

  • Report Case Study: FactCool And Zizzi Leverage Martech Investments To Drive Digital Transformation

    January 15, 2019 | Rusty Warner, Arleen Chien

    This case study for B2C marketers examines how an online fashion retailer and a casual dining restaurant chain are using their enterprise marketing technology (EMT) investments to lead their firm's...

  • Report Retailers: Assess Your Digital Business Maturity

    Assessment: The Retail eCommerce Playbook
    January 11, 2019 | Fiona Swerdlow

    To evaluate their eCommerce opportunities, digital business retail professionals must establish a level set of current strengths and weaknesses. This framework plots your organizational maturity to...

  • Report Service Design Improves CX By Bridging Silos

    Companies With Fragmented CX Efforts Can Do Better By Learning The Service Design Approach
    January 11, 2019 | Karine Cardona-Smits

    Brands are investing in customer experience (CX) but still struggle to meet expectations. Why? It's often because of missteps in the way they adopt UX practices and innovate. CX and UX...

  • Report Beyond The Map With Location Intelligence

    Stop Staring At Maps: Use Modern Location Data And Technologies To Act At The Speed Of Customer Obsession
    January 10, 2019 | James McCormick, Emily Miller

    The opportunity to analyze your business and customers' location information has shifted up a gear from the niche and static map-based use cases of the past. Firms now have access to unprecedented...

  • 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...

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