Search Results

• Webinar The State of Chat In Retail: The Current And Future States

  Tuesday, February 23, 2021, 2:00 p.m.-3:00 p.m. Eastern time (19:00-20:00 GMT) | Julie Ask, Nicole Murgia, Hailey Colin

  Consumers are increasingly comfortable engaging with brands on mobile platforms, yet many chat experiences don't support modern interactions such as e-commerce. In our evaluation of 114 top brands,...

• Webinar Holiday 2020 Recap: Insights And Lessons

  Tuesday, February 2, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Fiona Swerdlow, Sucharita Kodali, Kristopher Arcand

  Join Forrester analysts Sucharita Kodali, Kristopher Arcand, and Fiona Swerdlow for a recap of the 2020 holiday season. In this webinar, we review insights about the season to inform your planning...

• Webinar Case Study: Singapore's Journey To Deploying Responsible AI

  Thursday, January 28, 2021, 3:30 a.m.-4:10 a.m. Eastern time (08:30-09:10 GMT) | Achim Granzen

  On the heels of personal data protection acts, leading governments like Singapore’s are now turning their attention to how data is being used to generate insights and automate processes with...

• Report The Retail E-Commerce Metrics That Matter

  Performance Management: The Retail E-Commerce Playbook

  January 25, 2021 | 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 US Online Grocery Snapshot: Q1 2021

  IRI Data Shows How The Pandemic Has Shaped Online Grocery

  January 20, 2021 | Sucharita Kodali

  Digital business retail pros generally agree that the pandemic has driven rapid growth in online grocery sales. Data from IRI confirms that shift — but it's still unclear how much of that behavior...

• Report Five Practices To Succeed With Your Retail E-Commerce Strategy

  Processes: The Retail E-Commerce Playbook

  January 15, 2021 | Sucharita Kodali

  Retail e-commerce has well 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...

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  Webinar AI Drives The Evolution Of Technology And Data Governance In 2021

  January 14, 2021 | Achim Granzen

  The increase of data aggregated by companies, a heightened awareness of data privacy by consumers, and the introduction of government frameworks has made strong data governance a priority for...

• Report The Future Of Commerce Technology: Commerce Platforms End With An Ecosystem On FIRE

  Digital Acceleration Demands That Businesses Evolve Their Architecture To Survive

  January 5, 2021 | Emily Pfeiffer

  Commerce is no longer the core technical function within increasingly complex commerce tech stacks. As this landscape shifts, the new dual cores instead center around experience and operations....

• Report The Five Key Success Factors Of Every Digital Business

  Strategic Plan: The Retail E-Commerce Playbook

  January 4, 2021 | 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 Now Tech: Digital Supply Chain Control Tower Solutions, Q4 2020

  Forrester's Overview Of 17 Digital Supply Chain Control Tower Solution Providers

  December 23, 2020 | George Lawrie

  You can use control towers to orchestrate demand forecasts, open new routes to market, and deliver differentiating customer experiences such as subscription fulfillment. But to realize these...

• Report US Grocery: Digital Best Practices

  December 22, 2020 | Scott Compton, Angelina Gennis

  As e-commerce grocery orders surge, online grocers must cultivate lifetime value and loyalty from new customers. We expect North American grocery retail sales to grow 7.6% in 2020 and increase...

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  Webinar Buy Now, Pay Later: Understanding The Latest Hot Topic In Retail Payments

  December 15, 2020 | Lily Varon, Nicole Murgia

  Within the past few years, the deferred payments market — a broad category covering installments, "buy now, pay later," Pay in 4, point-of-sale financing, and alternative lending — has...

• Report New Tech: Deferred Payment Providers, Q4 2020

  Forrester's Landscape Overview Of 29 Providers

  December 11, 2020 | Lily Varon

  Deferred payment solutions — a broad category covering installments; "buy now, pay later"; "pay in four"; point-of-sale financing; and alternative lending — promise merchants a boost in conversion...

• Report Now Tech: Commerce Services, Q4 2020

  Forrester's Overview Of 35 Commerce Service Providers

  December 9, 2020 | Ted Schadler

  Commerce service providers are the orchestrators of the software, data, and strategy you need to deliver great omnichannel commerce experiences. They should offer you skills for commerce...

• Report Building The Business Case For Omnichannel Commerce

  Business Case: The Omnichannel Commerce Playbook

  December 7, 2020 | Brendan Witcher

  Digital business professionals must build effective omnichannel business cases to minimize the risk of launching initiatives that: 1) lack critical internal support; 2) fail to meet customers'...

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  Webinar Customer Service Predictions 2021

  Customer Service Becomes A Critical Lifeline For Distressed Customers

  November 20, 2020 | Ian Jacobs, Daniel Hong, Julie Ask

  Customer service has long been tagged with the dreaded “cost center” label. But the pandemic kicked off a sea change in that perception. The purpose of customer service is no longer...

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  Webinar Retailers: Optimize Your Post-Purchase Experience To Delight And Win Customers

  November 19, 2020 | Emily Pfeiffer, Brandon Shaik

  Retailers and brands often miss the opportunity to create excellent experiences for their customers even after capturing an order. Unlike with regular marketing emails, customers are much more...

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  Webinar Customer Identity And Access Management: What's Hot And What's Not

  Based On The Forrester Wave™

  November 17, 2020 | Andras Cser

  In this webinar, we review the evaluation criteria and results of Forrester's Q4 2020 customer identity and access management (CIAM) Wave. We look at scores of the evaluated solutions as well as...

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  Webinar Retail Predictions 2021

  November 13, 2020 | Fiona Swerdlow, Sucharita Kodali, Brendan Witcher

  As they navigate the next wave(s) of the global COVID-19 pandemic in 2021, retailers, brand manufacturers, and ecosystem players (such as mall operators) will determine whether they are in...

• Report Must-Have E-Commerce Features

  Roadmap: The Retail E-Commerce Playbook

  October 28, 2020 | Sucharita Kodali

  Digital business professionals often grapple with prioritizing the countless issues that populate e-commerce to-do lists. This report takes a prescriptive look at industry standards as well as the...

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  Webinar The New, Unstable Normal Roundtable: How COVID-19 Will Change Business And Technology Forever

  Europe-Friendly Start Time

  October 28, 2020 | Laura Koetzle, Martin Gill, Martha Bennett

  The lasting impact of COVID-19 and the high likelihood of future pandemics will usher in five macro shifts that will fundamentally change business and technology: 1) Customer expectations will...

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  Webinar Where The Grocery Industry Goes Next: Marketing And E-Commerce (Part 2 of 2)

  October 23, 2020 | Fiona Swerdlow, Sucharita Kodali, Xiaofeng Wang

  Forrester’s analysts present a series of overviews, panels, and discussions on the solutions, tactics, and technologies shaping the grocery industry, both in stores and online. This webinar...

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  Webinar How Brands And Manufacturers Thrive In The Age Of Marketplaces: Strategic Issues (Part 1 of 2)

  October 23, 2020 | Sucharita Kodali, Michael O'Grady, Joanna O'Connell

  Brands and manufacturers that typically sell through wholesale channels are facing seismic shifts due to the transparency around goods online and the growing prevalence of e-commerce marketplaces...

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  Webinar Where The Grocery Industry Goes Next: Digital Transformation And Store Operations (Part 1 of 2)

  October 23, 2020 | Fiona Swerdlow, Sucharita Kodali, Emily Pfeiffer

  Forrester’s analysts present a series of overviews, panels, and discussions on the solutions, tactics, and technologies shaping the grocery industry, both in stores and online. This webinar...

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  Webinar Vast, Fast, And Relentless: Consumers And The Future Of Buying

  October 22, 2020 | Sucharita Kodali, Anjali Lai

  The ways in which consumers buy products and services have been in a constant state of change over the past decade, and there are no signs of it slowing down. To survive, B2C firms must constantly...