online retail

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New Retail Isn’t The Future — It’s The Present

Xiaofeng Wang January 28, 2019
The future of retail is already here: Alibaba’s New Retail is reshaping the retail landscape in China and beyond. JD.com, Tencent, and traditional retailers like Starbucks and Walmart are all jumping on the bandwagon. My latest report, “New Retail Is Transforming Commerce,” shows retailers what they can learn from early adopters and how they can […]
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Retailers: Extend Omnichannel Capabilities To The Customer, Not Just Operations

Michelle Beeson January 22, 2019
Omnichannel investments, including in-store pickup and endless aisle, continue to be top strategic investment for digital business professionals at retail organizations. Forrester predicts that digital touchpoints will influence 55% of total European retail sales by 2022, so a retailer’s digital presence continues to play a significant role in influencing consumer purchase decisions, both online and […]
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Brands: Here Is The Size Of Your Digital Commerce Prize

Michelle Beeson January 21, 2019
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, […]
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Keep Experimenting To Apply The Best Digital Technology For Your Store Environment

Michelle Beeson January 18, 2019
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 […]
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Luxury Retail 2018: What A Difference A Year Can Make

Michelle Beeson January 18, 2019
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 […]
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Forrester Online Survey: Organize To Deliver And Manage Application Transformation

Luis Deya January 17, 2019
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 […]
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CES 2019 Delivers Dazzling Tech But Disappointing Experiences

Jennifer Wise January 12, 2019
I spent this week in Las Vegas at CES to check out the latest and greatest technology wonders, ranging from 3D printing, AI, and cryptocurrency to drones, autonomous vehicles, dancing robots, and wearables. A lot of what I saw has broad CX implications for accessibility, healthcare, and more. My focus was on who will use […]
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VIDEO

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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VIDEO

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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