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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. Where will brands place their digital commerce bets, and what will each yield in terms of digital sales, profitability, and customer relationships? The sales opportunity across different digital commerce touchpoints, […]

This video gives a 2-minute summary of the biggest mistake Gillette has made with the “We Believe” campaign and what the brand can do now to fix it. If you want more comprehensive guidance on how to manage a crisis, read the report I wrote with my colleague, Emily Collins: “Brands Forget The Rules of Modern Marketing When Crisis […]

In a 2013 article in GQ, Netflix Chief Content Officer Ted Sarandos laid out the then-nascent streaming company’s challenge: “The goal is to become HBO faster than HBO can become us.” In yesterday’s Q4 2018 earnings interview, CEO Reed Hastings, while not referencing Sarandos’ statement, laid out facts that showed Netflix has achieved — or even […]

Computing has changed drastically over the past decade. In our report, “The Future Of Enterprise Computing,” we discuss these major changes and examine how computing will evolve in the next 5–10 years. In 2007, Forrester predicted that the device market would fragment beyond its traditional desktop and laptop confines. Not only did that prediction come […]

NRF 2019 attracted more than 800 exhibitors that demonstrated to more than 37,000 attendees. If last year’s theme was (Alexa’s) voice, this year’s show was all about computer vision driving: Frictionless retail. Computer vision specialist Scandit, with clients such as Sephora and Louis Vuitton, showed that any retailer can offer a grab-and-go experience like Amazon […]

Retailers are slowly moving beyond omnichannel fulfillment capabilities in stores to invest in digital store technologies that empower store associates, improve customers’ engagement, and enhance store operations. There is no single formula for great execution on digital store technologies, and the varied performance of the retailers assessed shows that many are still figuring out the […]

Luxury brands have gone from relative inertia over digital strategies to a flurry of activity, including technology upgrades, partnerships, and even acquisitions. Back in the summer of 2017, we warned that luxury brands were out of time when it came to improving their digital customer experiences and internal operations. Digitally mature and savvy luxury consumers […]

Zoom back 10 or even five years ago, and consumers would tell Forrester, “Yes, I use digital channels, but more often than not, I discover, research, or purchase a product offline.” You saw that product on TV, or when looking at a supermarket shelf, or talking to a friend. And imagine buying a sofa online […]

When account-based marketing (ABM) burst onto the scene in 2015, it was positioned by a number of vendors as the death of traditional marketing. And while that controversial approach might have been great for creating buzz and drawing attention, it created significant confusion for the mainstream B2B marketer. It’s taken a couple of years to […]

Every company faces a central dilemma: how to resolve the standardization and differentiation of its business apps to win, serve, and retain customers. That’s why we are still getting a lot of questions about this report. We have been wondering how much the move to cloud, mobile, and embedded machine learning or artificial intelligence will […]

There are three things that matter in real estate: location, location, location. It is the real estate agent’s mantra and is largely believed to be the most important factor to consider when buying property. In the same vein, location has the power to affect your business: how it operates, total sales, which customers to target, […]

  We have seen more disruption in the channel in the past 18 months than we saw in the past 37 years combined. As a review, here were my 2018 predictions.   1. Private equity will continue its sweep of the channel software space, creating some unicorns along the way. Verdict: As mentioned in the […]

What’s on the horizon in 2019? Join host Victor Milligan, Forrester’s CMO, and Forrester thought leaders at our predictions 2019 online event to understand the major dynamics that will impact your firm in the year ahead.

Talking to our firm’s board of directors about security isn’t a new responsibility for most security leaders; it’s been on our collective agendas for years. But many security leaders still second-guess the content and messages they share with their board. Despite years of talking about this problem, it remains unsolved in 2019. The good news: […]

Every New Year, I find myself making lofty goals: eat better, exercise more, spend less time on social media. By mid-February, those goals are a distant blip in my rearview mirror; the reality of life gets in the way, and I just fail at tracking progress. But this year is different (I swear). I created […]