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  • Report The Future Of The Digital Store

    Vision: The Digital Store Playbook
    April 23, 2019 | Fiona Swerdlow

    Today's empowered customers use multiple digital devices to engage with brands and retailers on their own terms while shopping in-store. At the same time, new technologies are transforming retail...

  • 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 Agile And DevOps Adoption Drives Digital Business Success

    Executive Overview: The Modern Application Delivery Playbook
    October 23, 2018 | Christopher Condo, Diego Lo Giudice

    Every business is now a digital business. Companies are scrambling to respond to higher consumer expectations and more nimble competitors. Application development and delivery (AD&D) organizations...

  • Report The Forrester Banking Sales Wave™: US Mobile Sites, Q3 2018

    US Banks Need Better Content To Win Prospects
    September 26, 2018 | Alyson Clarke, Andrew Hogan, August du Pont

    Checking accounts are central to a customer's relationship with their primary bank, and an increasing number of customers are using their mobile phone to find research and apply for an account. To...

  • Report The State Of The US Retail Shopper In 2018

    July 18, 2018 | Brendan Miller

    US retail spending overall continues to grow, but retailers face urgent pressure to evolve — or they will lose market share. Stagnant income and growing debt mean that households are trimming their...

  • Report How USAA Sets The Benchmark For Differentiation In Mobile Banking

    May 30, 2018 | James L. McQuivey

    The US mobile banking category suffers from a lack of differentiation among the big players. Many mobile experiences meet basic functionality and usability criteria, but few stand out. USAA is the...

  • Report The Amazon Effect Is Primed To Disrupt Healthcare

    Digital Will Disrupt Bricks-And-Mortar Healthcare
    April 11, 2018 | Kate McCarthy, Alex Kramer

    Healthcare has lagged other industries in digital transformation and customer obsession for far too long. But Amazon has declared its intent to enter the space, and healthcare leaders must act....

  • Report Amazon Will Own Your Customer In The Future

    February 8, 2018 | James L. McQuivey

    Amazon has built the most powerful customer relationship ever, carefully constructing an ecosphere around tens of millions of customers. With aggressive moves in 2017, including buying Whole Foods...

  • Report The State Of Digital Banking, 2018

    Digitally Empowered Customers Are Reshaping The Landscape
    February 7, 2018 | Aurelie L'Hostis

    The banking industry has entered a period of unprecedented innovation. While many banks have a digital strategy, few have embarked on a true digital business transformation. This report explores...

  • Report Omnichannel Mastery: Optimize Fulfillment And Engagement

    Continuous Improvement: The Omnichannel Commerce Playbook
    February 5, 2018 | Brendan Witcher

    Omnichannel fulfillment capabilities — the ability to offer the customer cross-channel visibility and ordering options — have become standard offerings for leading retailers. Many started by...

  • Report Keep Experimenting With Digital Enablement Technology In-Store

    December 11, 2017 | Michelle Beeson

    Forrester's 2017 Digital Store Capabilities Assessment benchmarked 16 leading UK and US retailers to help digital business executives understand how their investments in and implementation of...

  • Report 2017 US Credit Card Digital Sales Functionality Benchmark

    Bank Of America And Wells Fargo Lead This Year's Review Of Credit Card Sales
    November 15, 2017 | Alyson Clarke, August du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the seven largest credit card issuers in the US across 42 individual criteria. Bank of America takes...

  • Report The US Digital-Only Retailers Customer Experience Index, 2017

    How US Digital-Only Retail Brands Earn Loyalty With The Quality Of Their Experience
    November 15, 2017 | Sucharita Kodali, Dylan Czarnecki

    How well do leading digital-only retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 digital-only retail brands that we...

  • Report Disrupting Finance: Digital Money Managers

    Digital Money Managers Offer A Simple Way To Manage Money
    October 19, 2017 | Aurelie L'Hostis

    Digital money managers offer account aggregation, spending insights, budgeting and savings tools, alerts, and financial guidance to consumers who wish to manage their money but don't have the time,...