digital business
Digital business is mandatory for every firm. But is your digital presence a growth driver or merely table stakes? Learn how to truly harness what digital has to offer.
Insights
Blog
US Retail In 2030: E-Commerce Expands, Stores Still Matter
Forrester’s US Retail E-Commerce Forecast, 2025 To 2030 reveals steady growth across total retail, online sales, and store-based spending. Learn more about the key trends and where to find more detailed data and insights.
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Manage The Emerging Costs Of Agentic Commerce By Taking A Cue From Drop-Shipping Strategy
The costs of selling in answer engines — like many things related to agentic commerce — are not entirely clear. Understand the steps to crafting a strategy to integrate agentic commerce into your business operations.
Plan Smarter, Attend Together
Join CX Summit EMEA 2026 with our 2-for-1 offer. Bring a teammate, maximize your budget, and get the insights you need to shape customer strategy and drive impact in 2026.
Blog
Forrester’s Digital Success Benchmark — How Leaders Should Use It
Organizations need digital metrics to track the success of their digital strategy. These metrics articulate intended outcomes and provide a yardstick for measuring progress. Many organizations use digital success metrics to compare themselves against their peers, but outperforming — or underperforming — these metrics isn’t the end goal. The real value of benchmarks lies in […]
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Beyond The Robots: What CES 2026 Really Means For Digital Workplace Leaders
I kicked off 2026 by attending CES for the first time, and I can confirm that everything you’ve heard about this event is true. CES is massive. It’s sprawling. The scale was equal parts energizing and overwhelming — but once I got past the sensory overload, clear and meaningful signals started to emerge. Beneath the […]
Blog
How AI Raises The Stakes For CMO-CIO Collaboration
Marketing and technology have never been more intertwined, yet effective collaboration between these functions remains elusive for many organizations. As AI accelerates transformation across workflows, this misalignment can become a liability. While collaboration improved during the pandemic, progress has stalled due to lack of goal alignment, communication failures, and conflicting priorities and budgets. GenAI And […]
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When Metrics Divide, Value Suffers: Enter Value-Aligned Measurement
Effective alignment across functions, teams, and partners remains one of the most persistent barriers to value creation for organizations. Our latest research, “Design Metrics That Boost Organizational Alignment,” shows why even organizations that use frameworks such as OKRs struggle and how value-aligned measurement helps bridge the gap.
Blog
Conversational Banking: The New Gateway To Digital Banking Experiences
Explore how conversational banking is reshaping customer engagement and redefining banks’ strategic priorities.
Predictions 2026: Your Planning Starts Here
2026 will demand proof, not promises. Explore Forrester’s Predictions resources — guides, webinars, and blogs — to plan smarter, lead with trust, and stay ahead of disruption.
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NRF Big Show Innovators Showcase 2026: Retail Tech To Watch
Read this blog for a look into NRF’s 2026 Innovators Showcase to better understand what’s next in retail technology transformation.
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Thriving Amid Disruption: Key Banking Insights To Kick-Start 2026
Discover key banking trends from 2025 and predictions for 2026. Stay ahead with insights on digital banking, customer experience, and AI.
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Vendasta Shows Why Platforms Become Operating Systems For AI Agents
Vendasta faced a challenge familiar to many technology companies: alleviating client engagement pain points while limiting the impacts of efficiency and tool disconnects. Learn about Vendasta’s transformation in this preview of a new case study.
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Prédictions 2026
Chaque année, depuis maintenant une vingtaine d’année, je partage une synthèse des prédictions que Forrester anticipe pour l’année qui vient. Début 2025, j’en avais partagé une dizaine ici sur ce même blog et ma collègue Sharyn Leaver – Chief Research Officer @Forrester – en a analysé la pertinence en revenant de manière objective sur celles […]
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Top 10 Ways To Avoid Earning Coal In Your Stocking (For Commerce Search And Product Discovery)
Make sure you’re adding convenience and joy to your customers’ lives — not more holiday shopping stress. Read our advice for avoiding the e-commerce faux pas that can quickly sour customers’ experience on your site.
APAC B2C Leaders: Watch 2026 Predictions On Demand
Missed the live event? Watch the replay to uncover Forrester’s 2026 predictions for APAC B2C marketing, CX, and digital — and learn how to lead with trust, transparency, and measurable impact.
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Black Friday And Cyber Monday: Spending Breaks Records And Exceeds Expectations
Tap into the insights from Forrester’s annual review of 116 brands during 2025’s record-breaking Black Friday and Cyber Monday sales.
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India’s DPDP Act: A CIO’s Roadmap To Compliance And Competitive Advantage
India's Digital Personal Data Protection Act is now fully operational, and it applies to all organizations that process the digital personal data of individuals in India. Read five recommendations for CIOs to respond.
Blog
Six Steps To Create Intentional Consumer Personalization Programs
Most organizations struggle to deliver relevant and valuable moments that resonate with their target audiences. To succeed, organizations must better understand consumer appetite for personalized interactions, define a vision, develop a strategy, audit their data, coordinate technology, and have a measurement plan.
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Site Search’s Seasonal Shift: The Toolkit To Adapt To Customer Holiday Behaviors And Needs
What shoppers need from their favorite retailers changes during the holiday season. Learn how to optimize your site search accordingly.
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Designing Digital Products And Experiences That Delight: A Blueprint For Speed, Quality, And Customer Impact
Successful digital products and experiences evolve rapidly to meet shifting customer expectations and leverage emerging technologies — delivering outcomes that customers value. This report outlines how organizations can design and deliver superior digital experiences by adopting a structured design framework and embracing modern development practices.
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Finacle Conclave 2025 Insights: An Evolving Legacy Shaping The Future Of Banking
Over two immersive days, this year's event underscored both the urgency and the opportunity for banks to evolve boldly in the face of rapid disruption.
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Predictions 2026: Significant Shifts In CX, AI, And Microinsurance Across The Insurance Landscape
The global insurance industry is heading into a transformative year in 2026, with seismic shifts driven by the rise of AI, the urgency of customer experience, and expansion into uncharted markets. Though the challenges are steep, the opportunities are immense if insurers act boldly and strategically.
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Predictions 2026: How Financial Services Can Thrive Amid AI Disruption
For financial institutions, lingering trust concerns, regulatory constraints, and the relentless pace of innovation loom large. The question isn’t whether to adapt — it’s how fast and how boldly they can pivot to thrive in a zero-click, machine-driven future.
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