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Highlights Of Another Record-Smashing Singles’ Day

Xiaofeng Wang November 12, 2018

I was in Shanghai last weekend to witness the largest 11/11 in history. Alibaba breaks another record, with 2018 GMV reaching RMB213.5 billion (US$30.8 billion), 27% higher than last year’s RMB168.3 billion ($25.3 billion). I’m excited to share some of the event highlights here: Stay tuned for the post-event report on Singles’ Day 2018.

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What To Expect On Singles' Day 2018

Xiaofeng Wang November 8, 2018

Singles’ Day, the world’s largest online shopping festival, is celebrating its 10th anniversary. There’s no doubt that we will see another record-smashing year, although gross merchandise volume (GMV) will no longer be the highlight. Singles’ Day has always been Alibaba’s testbed for new business models and technologies, and this year is no exception. AI and […]

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Predictions 2019: Retailers Must Invest In Digital To Navigate Change And Foster Loyalty

Fiona Swerdlow November 7, 2018

Digital is the rocket fuel for retail’s growth. But that growth requires retailers and brands to keep up — and step up — how quickly they evolve in terms of people, processes, products, and more. On top of all that, in 2019 we’ll see factors such as global economies, trade barriers, rising wages, and marketplaces pack a […]

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The Forrester Retail Wave™: European Mobile Apps, Q4 2018 — European Retailers Are Raising The Bar For Mobile App Experiences

Michelle Beeson November 5, 2018

My colleague Alex Causey and I have now finished “The Forrester Retail Wave™: European Mobile Apps, Q4 2018,” the second Retail Wave we’ve done. This year, we evaluated the functionality and usability of six European retailers’ mobile apps. For retailers with a pan-European presence, we selected one European market in which to evaluate the retailer’s app […]

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To Thrive In Retail, Obsess About Your Customers And Invest In Your Associates

Michelle Beeson November 2, 2018

Forrester’s Customer Experience Index (CX Index™) research shows that, year on year, retail performance is still not reaching levels of “excellence.” Instead, retailer performance clusters around the “OK” level. There are of course bright sparks, with retailers such as John Lewis outperforming peers, but even those standouts are only reaching “good.” So what is holding […]

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It’s A New Type Of Digital Holiday Season

Michelle Beeson October 16, 2018

This blog post is part of Forrester’s Holiday 2018 retail series. Black Friday holiday sales events are a fixture of the European holiday shopping season (even without a European equivalent of the Thanksgiving holiday!). Initially finding its way to the UK, the sales day has extended across Europe to become a significant sales event from […]

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Impressions From Alibaba’s Computing Conference

Dan Bieler October 8, 2018

Alibaba has become one of the world’s most fascinating and cutting-edge technology businesses — and is key to understanding where the digital era is heading.

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Four Things You Must Do Right Now To Rock Your 2018 Holiday

Fiona Swerdlow September 17, 2018

Over $1 trillion (no typo) — that’s how big 2017 holiday topline sales were in the US and Europe combined. As for online sales specifically last year, Forrester projected $129 billion in the US and €54 billion in Europe. As a retailer with substantial revenue at stake, you’ve made your merchandise buys, allocated your marketing dollars, and feverishly analyzed […]

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Stripe Moving Into Point-Of-Sale Transaction Processing

Brendan Miller September 17, 2018

Stripe, one of the leading payment providers for online and platform businesses, today announced “Stripe Terminal” to tackle the merchant challenges around in-person payments. Stripe’s solution combines several of the technology components that go into in-person payments and works to abstract the complexity away for merchants and developers. In-person payments are operationally challenging for merchants. […]

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Introducing The Consumer Tech Stack For Europe

Reineke Reitsma August 23, 2018

In the past few months, my colleague James McQuivey has written several blogs about the exciting times we live in. In these posts, he focuses on how technology is fundamentally changing the way we interact with the world around us and how that change is grounded in evolution. His research shows that our uniquely evolved […]

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Audio: Shoppable Video Creates Unique Customer Experiences And Differentiates Brands

Nick Barber August 21, 2018

When British lifestyle brand Ted Baker wanted to create a compelling customer experience, it employed the storytelling power of video and augmented it with interactivity. Its “Mission Impeccable” campaign used shoppable video, which took traditional linear video and added clickable interactivity that let consumers learn more about products and add them to their cart. In […]

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Retailers Still Struggle To Differentiate Through Customer Experience

Sucharita Kodali June 26, 2018

The barrier has never been lower for retail shoppers to compare offerings and try new companies. Superior customer experience (CX) helps foster loyalty, and at the end of the day, CX leaders grow revenue faster than CX laggards. However, we found that most retailers continue to struggle at delivering great experiences to their customers. Forrester […]

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Amazon Is A (Big And Scary) Red Herring

Victor Milligan June 14, 2018

Amazon is on the tip of the tongue when folks analyze the retail sector or try to craft strategies to save or re-energize retail brands. Sure, Amazon is reshaping the retail sector, causing turmoil for most and devastation to some. But that point is misleading and dangerous to brands looking for a single villain or […]

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Just Released: Top Retail Tech Investments For 2018 — Overview

Brendan Witcher May 31, 2018

In today’s increasingly crowded digital commerce market and with increasingly tighter budgets, retailers have to make smart choices about which technologies to invest in and which they should forego for now. To help retailers sift through the options, we conduct an annual top trends study. This year, we interviewed more than 30 retail industry professionals to ask about retail […]

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All Brands Need A Full-Fledged Digital Commerce Strategy

Michelle Beeson May 17, 2018

The internet has enabled brands to sell more of their products to an ever-expanding universe of shoppers, but digital distribution has also added complexity to the relationship between brands and retailers and other channel partners. All brands need to set parameters around the digital sales of their goods, regardless of the type of brand or […]

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Will Your Company’s Digital Transformation End Up As A Bold Decision Or A Bust?

Sucharita Kodali April 30, 2018

In digital transformation, there’s a fine line between fearlessness and foolishness. Bad decisions can have all the trappings of a bold new strategy: a costly acquisition suddenly pivoting to an unexpected new product offering that’s an ambitious new vision for the future. Similarly, when consumer media hypes a new business model that will “disrupt” an […]

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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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2018 Retail Best Practices Extended: Mobile Web

Michelle Beeson April 30, 2018

Consumers can choose between a variety of touchpoints, but when it comes to mobile, only loyal customers will download your app — everyone else will be left with the mobile browser. Mobile is becoming a dominant digital touchpoint for retail, influencing online sales and purchase decisions in-store. Retailers will broaden their reach and increase the likelihood […]

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Retailers: You’re In a Tech Hiring Race; Follow Home Depot’s Lead

Brendan Miller April 19, 2018

This week, The Home Depot  announced that it is pressing the gas further on its digital initiatives by augmenting its existing 2,800-person tech team with another 1,000 IT, product, and CX tech workers. What’s behind this? Not one to rest on its laurels, The Home Depot knows that it needs to grow its digital expertise […]

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Q&A: Branded Manufacturers Digital Commerce Strategies

Michelle Beeson March 29, 2018

Direct-to-consumer (D2C) commerce is not a new concept for branded manufacturers, but there is certainly renewed interest and more options to choose from. With consumers ever more digitally connected, branded manufacturers are enticed by direct digital commerce benefits, like better sales margins, increased product control, and richer customer relationships. A new Q&A report explores questions […]

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