Fiona Swerdlow

VP, Research Director

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Retailers Take Four Of The Top Spots In The US CX Index, 2021

Fiona Swerdlow June 7, 2021
Retailers snagged four of the top 11 spots in the Forrester US CX Index 2021, more than any other single surveyed industry. Discover which retailers soared during a challenging year, and why.
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Blog

Thanksgiving Signals That The Holidays Are Kicking Off In Earnest — With A 2020 Twist

Fiona Swerdlow November 25, 2020
Thanksgiving and Black Friday are upon us, so we asked consumers how they’re thinking about holiday shopping. Among US online consumers we surveyed in early November, we found that: Holiday offers are out there — even if not all consumers are ready. Close to half (45%) of US online adults we surveyed hadn’t started thinking […]
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Blog

Predictions 2021: Retailers, Brand Manufacturers, And Mall Operators

Sucharita Kodali October 20, 2020
In the wake of the pandemic's deluge of disruption, retailers, brand manufacturers, and ecosystem players such as mall operators are entirely rethinking their businesses, heralding much change ahead. Read what we predict for retail in 2021.
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Blog

Holiday 2020 Kicks Off

Fiona Swerdlow October 14, 2020
It’s Amazon Prime Day and Big Billion Days week — a fitting time to kick off Holiday 2020 and Forrester’s annual holiday prep blog series. In the coming weeks, watch for Forrester analyst expert insights about everything from marketing, podcast advertising, and smart post-purchase notifications to US holiday forecast scenarios, “11/11” event analysis, thwarting “grinchy” […]
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Research Collection

US Retailers Face Unprecedented Challenges In Planning For Q4

Fiona Swerdlow August 24, 2020
Q4 contributes a significant part of many retailers’ annual revenues and profits. As of mid-Q3, factors like high unemployment, a resurgence in COVID-19 cases, short-term and permanent store closures, and the expiration of the US Federal Pandemic Unemployment Compensation program are making it challenging for US retailers to plan for Q4. We’ve created a collection […]
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Blog

Walmart Doubles Down On ‘Save Money. Live Better.’ As It Wants To Help You Shop For Your Next Health Insurance Plan

Arielle Trzcinski July 13, 2020
Recently, Walmart quietly launched Walmart Insurance Services LLC. To better understand and triangulate what this move means for the future of healthcare, a team of Forrester analysts weighed in. Read their takes.
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Blog

Future Of Retail 2020: Retail Marketers Face Privacy And Data Ethics Regulations

Fiona Swerdlow May 7, 2020
Forrester retail industry analysts provide insights on how privacy and data ethics regulations will affect retail marketers.
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Blog

Future Of Retail 2020: Retailers Test Consumer-Facing And Operational IoT Solutions

Fiona Swerdlow March 31, 2020
To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the internet of things (IoT) predictions for 2020, we spoke with Forrester IoT expert Frank Gillett. Madeline Cyr: In 2020, you predict […]
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Blog

Future Of Retail 2020: Retailers Will Create Bold Employee Experiences

Fiona Swerdlow March 27, 2020
To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the employee experience (EX) predictions for the year, we spoke with Forrester Principal Analyst David Johnson, who serves CIO professionals. Madeline: You […]
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Blog

Future Of Retail 2020: Retail B2C Marketers Manage Influencers, Marketing Partnerships, And DTC Acquisitions

Fiona Swerdlow March 17, 2020
Principal Analyst Jim Nail and Senior Analyst Tina Moffett weigh in on what's ahead for retail marketers and how retail companies can position themselves for success.
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Blog

Future Of Retail 2020: Retail CMOs Must Create Value To Spark Joy In Customers

Fiona Swerdlow March 9, 2020
To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the customer predictions for the year, I spoke with Anjali Lai, a Forrester expert on CMO-targeted consumer behavior and decision-making research
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Blog

Future Of Retail 2020: Retail CMOs Must Invest In Total Brand Experience

Fiona Swerdlow February 26, 2020
Direct-to-consumer competition and pressure to deliver ever more impactful experiences are reshaping the chief marketing role.
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Blog

Future Of Retail 2020: Retail Industry CIOs Will Invest In Automation, Data, And Employees

Fiona Swerdlow February 19, 2020
To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the CIO predictions for the year, we spoke with Bobby Cameron, a Forrester expert on CIO-targeted business technology research. Madeline Cyr: You […]
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Blog

A Belated Gift For Retailers: Holiday 2019 Recap Webinar

Fiona Swerdlow February 18, 2020
This blog post is part of Forrester’s Holiday 2019 retail series. During the past few weeks, retailers have begun to release their Q4 earnings, which include holiday results for many of them. Holiday 2020 is still months away, but retailers know that it’s never too early to start planning for the biggest season of the year. […]
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Blog

Predictions 2020: Retailers Seek An Edge Amid Uncertainty

Fiona Swerdlow November 5, 2019
As social, political, and economic forces create murky conditions for retailers, they will explore new ways to differentiate themselves. VP, Research Director Fiona Swerdlow explains how.
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Blog

Retail Spotlight: A Look Into Nordstrom’s Newly Opened NYC Flagship

Fiona Swerdlow October 31, 2019
Last Thursday, Nordstrom opened the doors to its highly anticipated NYC flagship location. Prior to last year, Nordstrom had a relatively small physical retail footprint in NYC, which is currently its largest market for online sales. Since then, Nordstrom has opened a handful of locations across Manhattan, including the brand-new flagship, the Nordstrom Men’s Store, […]
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Blog

Holiday Season 2019 Kicks Off!

Fiona Swerdlow October 3, 2019
In the coming weeks, look for insights and advice from Forrester analysts to help you finalize plans and execute well.
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Blog

Future Of Retail: How Social Communities Will Impact Brands And Retailers In 2019

Fiona Swerdlow June 10, 2019
Here’s what retailers and brands can expect and should focus on regarding social communities and social media for the rest of 2019.
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Blog

Future Of Retail: Applying 2019 Business Insights (BI) Predictions To Retail

Fiona Swerdlow June 4, 2019
To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Last week, we spoke to Emily Collins about how loyalty trends will affect retailers this year. This week, Claudia interviewed Jennifer Belissent, Ph.D. and principal analyst on Forrester’s consumer […]
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Blog

Future Of Retail: B2C Marketing And Loyalty In 2019 

Fiona Swerdlow May 29, 2019
To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019. This week, Claudia interviewed Emily Collins, principal analyst on Forrester’s B2C marketing team and an expert in loyalty, on her contributions to the 2019 B2C marketing predictions […]
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