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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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Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

Michelle Beeson March 29, 2018
Retail digital business executives must challenge the status quo and deliver omnichannel excellence across the customer lifecycle. Changing consumer behaviours, new technology, and an evolving competitive landscape mean that traditional organizational structures, processes, and channel-centric measures are no longer fit for purpose. A truly omnichannel operation that spans the customer life cycle will optimize revenue, […]
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Amazon Will Own Your Customer And What To Do About It

James L. McQuivey February 8, 2018
From twenty years of trying, I know this about covering Amazon: It’s tricky. Our report process can take months during which we comb through our extensive Technographics data to find patterns or we interview executives. Not to mention the time it takes to write, edit, and produce our reports. During which time, the moving target […]
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Best Practices From Forrester's Retail Wave: European Mobile Web

Michelle Beeson February 5, 2018
At the end of last year my colleague Alex Causey and I conducted the first European Retail Wave, evaluating the functionality and usability of 10 retailer’s mobile websites. These retailers spanned the UK, France and Germany, including both pure players and brick and mortar retailers. Unlike their US peers only one retailer, Argos, made it […]
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Luxury Retail – Invest In Digital Transformation For A Successful 2018 And Beyond

Michelle Beeson January 23, 2018
Good news for luxury brands – Luxury will see continued growth for online sales and for in-store sales that are influenced by digital touchpoints, per Forrester’s newly updated Global Luxury Retail Sales Forecast 2017 to 2022. So that’s great – but, as we saw in our research last summer, many luxury brands still have work […]
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The NRF Big Show Was A Mix Of Old And New Discussions

Sucharita Kodali January 22, 2018
Last week’s NRF Big Show at the Javits Center in New York City is the industry’s largest confab and its timing (as most retail fiscal years close) makes it a good prognosticator of which retail technologies companies will be investing in (or at least investigating) in the coming year.  After talking to retailers, exhibitors and […]
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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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VIDEO

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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