online retail

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Retailers’ CX Slips In 2017

Sucharita Kodali December 7, 2017

Across industries, improvement in CX leads to growth in total revenue. Facing stiff competition on- and off-line, retailers need to invest in superior CX to differentiate themselves and foster the loyalty of empowered customers. However, consumers tell us that the opposite is happening. In 2017, we saw both traditional and digital-only retailers’ CX quality slip. […]

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Predictions 2018: Customer-Obsessed, Data-Driven Retailers Will Thrive In 2018

Sucharita Kodali November 14, 2017

In a world of hyper-adoption – and hyper-abandonment – successful retailing in 2018 comes down to obsessing about your customer’s experience. It’s a tall order: Digital and physical touchpoints now must work together flawlessly – yet also do what each touchpoint does best on its own. And organizations must remove silo shackles to unify disparate […]

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Office Depot Acquires CompuCom — Is The Third Time The Charm For Retail Diving Into IT Services?

Jay McBain October 4, 2017

As Yogi Berra said, “It’s déjà vu all over again.” Office Depot announced the $1 billion acquisition of CompuCom yesterday, which is a strong pivot into IT services for the 31-year-old retailer. The deal adds 11,500 employees — including 6,000 licensed technicians — and a database of millions of end clients to Office Depot’s 1,400 […]

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The Data Digest: eCommerce May Be The Only Way To Challenge The Google/Facebook Duopoly

Brandon Verblow September 20, 2017

As will be no surprise to advertising industry watchers, the duopoly of Google and Facebook once again demonstrated its dominance of the ad market following the release of their Q2 2017 earnings results. According to Forrester’s just launched Digital Marketing Tracker report, Google and Facebook accounted for 74% of both ad revenue and growth among […]

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Amazon Blends Digital and Physical Experiences At Their New Book Store

Bruce Eppinger September 5, 2017

Recently I stopped in at the new Amazon Book store on 34th Street in Manhattan to see how Amazon is re-imagining the in-store experience. While Amazon has much to learn about retail from the brick and mortar giants, physical stores can learn a lot from how Amazon is successfully bringing the digital experience into the […]

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Walmart And Google’s Voice-Assisted Commerce Partnership Highlights The Next Big Disruptor In Retail

Brendan Witcher August 24, 2017

Walmart and Google have announced an important new partnership that directly addresses the growing markets for voice-assisted shopping and free expedited delivery. Marc Lore, president and CEO of Walmart US eCommerce, wrote on Walmart’s blog: “Starting in late September, we’ll be working with Google to offer hundreds of thousands of items for voice shopping via […]

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A Customer-Led Approach Is Fundamental To The Integration Of Worldpay And Vantiv

Brendan Miller August 15, 2017

Vantiv has the largest payments industry acquisition of 2017 ($10.4B) under its belt — now what? Integration is the trickiest part of any acquisition and comes after the dust settles and the deal is done. This crucial phase begins in earnest this week for Vantiv and Worldpay. To accelerate its business and achieve the full […]

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Digital Store Technologies Take the Stage For Both Customer and Associate Experience

Ananda Chakravarty July 27, 2017

Digital retail theater is becoming reality for consumers as retailers rush to find ways of attracting and retaining store customers.  What is digital retail theater?  It’s the combination of original retail theater – entertainment, novelty, and engagement – with digital technologies and services to create the next level of in-store experience.  My colleague, Brendan Miller […]

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Amazon Product Content: A New Space Race?

Ryan Skinner July 13, 2017

The Whole Foods acquisition by Amazon weeks ago was only the latest milepost in the latter’s inexorable march to the top of retail. The company sold $136 billion worth of products in 2016 – more than any other online retailer (and just over a third of what Wal-Mart did). And we find that Amazon is big and gaining […]

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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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Busting The Big Myths Of Retail: The Real Reasons Retailers Are Missing The Mark

Brendan Witcher June 12, 2017

If you believe what you’ve heard in this year’s earnings calls, retailers are losing every dollar of business to Amazon. Are they? No. They’re losing some, but the estimates on Amazon’s pure, non-marketplace growth don’t even come close to every other retailer’s declines. Amazon’s growth is a symptom of – not the reason for – […]

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Amazon Has Surpassed Flipkart As Indian Consumers’ Preferred Online Retail Destination

Satish Meena July 21, 2016

According to data from Forrester’s Consumer Technographics® Asia Pacific Online Benchmark Survey, 2016, in the past three months Amazon has, for the first time since 2014, surpassed Flipkart as the preferred online retail destination for consumers in India’s metropolitan areas. Amazon’s takeover has been rapid: 30% of respondents in our 2014 survey reported buying from […]

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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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The Latin American Economy Is Slowing Down Online Retail Market Growth

Satish Meena March 30, 2016

Online retail in Latin America faces a number of challenges: a troubling economy, rising unemployment, high inflation, and regulatory and infrastructure problems. The recently published Forrester Research Online Retail Forecast, 2015 To 2020 (Latin America) explores the impact of all of these factors. Some of the key findings are as follows. Brazil remains the largest, […]

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$70 Billion In Offline Sales In India Will Be Web-Influenced By 2019

Satish Meena April 9, 2015

Less than 1% of total retail sales in India were made online in 2014, but the impact of the Web on offline sales is much greater. The emergence of smartphones and the mobile Internet is playing a much bigger role in influencing the purchase decisions of online users. Customers are using them to research products, […]

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Five Ways To Invest In The Future Of Online Retail

Michael O'Grady March 23, 2015

Forrester’s retail forecasts chart how the changing nature of consumer behavior will have an impact on online and offline retail sales over the next five years. During a recent webinar, Forrester detailed five key trends that the forecasts have revealed: Worldwide online retail sales are growing and varied. Asia Pacific is the world’s largest online […]

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Western European Consumers Spent €26 Billion In Online Cross-Border Trade In 2014

Michael O'Grady March 16, 2015

Western Europe is one of the largest online markets for cross-border trade: In 2014, Western consumers spent €26 billion on cross-border trade, representing 17% of eCommerce sales in Western Europe. Our recently published Forrester Research Online Cross-Border Retail Forecast, 2013 To 2018 (Western Europe) shows that cross-border trade depends on sales flowing into a country from […]

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The Devil is in the Detail for Online Apparel Retailers

Michelle Beeson February 17, 2015

Reviewing online functionality for a selection of key European online only retailers, I am struck by a shift. With the basics of purchasing and navigation nailed down, the devil is now in the detail of implementing online functionality for apparel retailers – particularly those that are online only. Now we are seeing both subtle and overt […]

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China’s Strong eCommerce Momentum Will Continue Over The Next Five Years

Forrester February 5, 2015

China’s eCommerce industry has grown remarkably. Total online retail sales in the country (including B2C and C2C transactions) hit $307 billion in 2013, making China the world’s largest eCommerce market. Forrester estimates that it grew to $440 billion in 2014. Last year, the Chinese eCommerce giants Alibaba and JD.com both went public with IPOs on […]

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Why Is Alibaba Investing In Indian Online Payment Platform Paytm?

Satish Meena January 19, 2015

Alibaba has an ambitious goal: becoming the first company to exceed $1 trillion in gross merchandise value in the next five years. To accomplish this, Alibaba is looking to expand in emerging markets, as developed markets like North America and Europe are mature and have high barriers to entry. Emerging markets with rapidly growing smartphone […]

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