Lily Varon

Analyst

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Electronic Bill Presentment And Payment (EBPP) Is Undergoing A Sea Change — Catch The Wave!

Lily Varon March 4, 2019
Fun fact: I’ve been researching billing for Forrester since 2012. But 2018 was a year unlike any other in my billing research. For the first time, the majority of my client inquiries on the topic came from financial services companies. And while these conversations often started about billing, they ended up in EBPP. Here’s what […]
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What I Learned At The Global E-Commerce Leaders Forum In LA

Lily Varon March 1, 2019
I try to attend at least one Global E-Commerce Leaders Forum (GELF) event every year. It’s a great event for brand and retail leaders in charge of global strategy to catch up on the latest and greatest, share woes, and celebrate successes. Here are three things I took away from the event in LA a […]
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A (Relative) Newbie’s Impressions Of NRF 2019

Lily Varon January 24, 2019
2019 marks my third year attending the NRF Big Show. I’ve been to enough shows to have an informed opinion but few enough that it still feels new — Goldilocks-approved! A few quick impressions: China and Brazil are making headlines. NRF says 99 countries were represented in its 37,000 attendees this year. While it’s been a […]
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Smart Retail eCommerce Shopping Features And What We Can Learn From Them

Lily Varon December 17, 2018
Retailers are trying to differentiate their shopping experiences to win, serve, and retain increasingly empowered customers. The first step to adding any website feature is to ensure that you understand your customers, their needs, and their journeys. You’re lost without this step. Here are three examples of smart retail website features making online shopping easier […]
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Three Takeaways On eCommerce From My Trip To China

Lily Varon April 30, 2018
I recently spent two weeks in China to attend an event hosted by eCommerce company JD.com for analysts and retail thought leaders. Here are my takeaways on the state of eCommerce in the world’s largest eCommerce market: Customers in China seek novelty and individuality. Nearly 60% of metropolitan Chinese consumers are Progressive Pioneers — the most demanding, […]
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Want Recurring Customer Relationships? Choose The Right Billing Platform

Lily Varon July 31, 2017
Recurring customer relationships are key to surviving and thriving in the age of the customer. And Billing technology is key to building recurring customer relationships. How so? As we heard from one client, “My billing experience is my top touchpoint. It’s where I make or break my business goals so it’s where I need to […]
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An Interview: Lily Varon And The E-commerce Brasil Org On — You Guessed It — eCommerce In Brazil

Lily Varon July 18, 2017
An interview I did with E-commerce Brasil published online today in Portuguese. I’ve been getting requests for it in English so I thought I’d post it here. Happy reading! 1. “The State of Retail eCommerce in Brazil” series gave us an interesting look at eCommerce in Brazil during a difficult economic situation in the country. […]
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The State Of Retail eCommerce In Brazil

Lily Varon June 23, 2017
The economic decline in Brazil has hit the retail sector hard , but eCommerce is still growing. To understand the state of affairs in retail eCommerce in Brazil, in 2016 Forrester surveyed online retailers in Brazil together with industry partner e-Commerce Brasil. Here are a few findings from the research: Retailers are feeling the pain […]
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Amazon Prime Wardrobe Won’t Kill Subscription Boxes: Bad Strategies Will

Lily Varon June 21, 2017
Retail subscription boxes have a churn problem – that’s the bottom line. For non-essential categories, once the novelty wears off, consumers leave. We’re seeing subscription box companies burn through their addressable markets. If there’s a death knell for today’s subscription box companies, it’s not Amazon’s new Prime Wardrobe offering, it’s that many of them have been […]
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Retailers Are Prioritizing The Wrong Digital Technologies In Brick And Mortar Stores

Lily Varon August 26, 2016
Retailers are inundated with promising technologies to revolutionize the in-store shopping experience for consumers. The problem? Our research shows that most of these experiences today miss the mark and may actually make the customer experience more complex or confusing.  On the other hand, retailers are seeing significant, and measurable, value from technologies that directly improve store […]
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Announcing Forrester’s Latest Latin America Online Retail Forecast

Lily Varon May 2, 2016
It’s been a big news year for eCommerce in Latin America: Brazil’s economic instability has tempered eCommerce growth, elections in Argentina have raised hopes that favorable regulatory changes are ahead, and Amazon’s entry into Mexico has shone the spotlight on the region’s fastest growing market.  According to Forrester’s recently published forecast, online retail sales in […]
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Why A Tax Law Change In Australia Could Impact Online Revenues For US Online Retailers

Lily Varon March 10, 2016
In August 2015, the Australian government announced an impending change to their tax structure that will impact online retailers serving the market via international shipping. Today, Australian consumers can import up to A$1,000 duty-free when they buy from a foreign retailer. The A$1,000 duty-free exemption is known as the low value threshold (LVT) and it has driven […]
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How Big Will eCommerce In Asia Pacific Be In Five Years?

Lily Varon February 23, 2016
The answer: In the markets included in our latest Asia Pacific Online Retail Forecast— China, Japan, South Korea, India, and Australia — total online retail revenues will nearly double from $733 billion in 2015 to $1.4 trillion in 2020. For perspective, $1.4 trillion is about the same amount spent online in 2015 in every market […]
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Announcing Forrester’s Inaugural Wave Evaluation of Subscription Billing Platforms

Lily Varon November 11, 2015
Few industries are immune from the digitization of experiences, content, services, and products. In this era of cloud computing, IOT and mobile devices, firms are increasingly testing new product offerings that combine elements of content, software, services, and hardware together. Like the evolution of the products themselves, the rulebook on monetizing them is also evolving: […]
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Beyond Language & Payments: Website Localization Must-Haves For Global eCommerce

Lily Varon September 8, 2015
Long gone are the days in which eCommerce site localization means just translating language and accepting localized payment methods. In a high stakes environment, where a global roll out of direct localized sites can mean millions of dollars of investment, eBusiness professionals responsible for managing international customer-facing websites must localize effectively or risk damaging the […]
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Technology Advancements Mean Machine Translation Has Earned A Second Chance

Lily Varon June 11, 2015
It's simple math: The sheer volume of translatable website content multiplied by the number of languages needed to globalize can make a translation initiative out of reach. The truth is that machine translation (MT) offers access to otherwise unreadable information for global consumers. While it’s true MT can't account for context and tone and often […]
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Selling Digital Goods Or Online Services Requires A Flexible Commerce Platform

Lily Varon June 3, 2015
Consumers and enterprises alike are increasingly shying away from buying digital content, services, and software outright. Instead, these businesses are embracing alternative business models where they lease or rent access to digital products and services. The disruption to traditional business models is widespread and accelerating across all verticals of digital product distribution, with high profile […]
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Full-Service eCommerce Solutions Are No Longer An All-Or-Nothing Long-Term Commitment

Lily Varon March 11, 2015
eBusiness leaders are under tremendous pressure to deliver in the face of aggressive business growth plans, competitive threats and digitally-empowered consumer demands. When you add evolving sales and services channels and ever-more global markets on the road map to the mix, even eBusiness leaders with hefty budgets and a do-it-yourself attitude acknowledge they could use […]
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Forrester Predicts The Future Of Retail Store Technology

Lily Varon September 4, 2014
What lies ahead for the retail store? Yesterday, Forrester published a report that predicts the answers to key questions about the future of the retail store: Which digital technologies currently on the periphery of the store environment will make the leap to the sales floor? How will retailers know which technologies have potential and which […]
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How Digital Technologies Have Changed The Retail Store

Lily Varon June 23, 2014
One of my first jobs was as a sales associate at a clothing store, after which mall shopping lost any of the leisurely appeal it once held. I still find myself folding clothes I didn't unfurl and fixing hanger hooks to all face the same direction. Chalk it up to knowing how the sausage is made, […]
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