How Office Depot Uses Culture To Drive Growth

What It Means August 9, 2018

A lot of companies talk about culture. But how do you walk the walk? Learn how Office Depot keeps focused and connected to its core purpose: helping every entrepreneur succeed.  Featuring: Kevin Moffitt, Chief Retail Officer at Office Depot Show Notes: Office Depot is about more than printers and toners. It’s about helping entrepreneurs grow their business, no matter […]


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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Loyalty In Retail: From Transactional To Emotional

What It Means May 10, 2018

Forrester Analysts Emily Collins and Sucharita Kodali discuss the future of retail loyalty programs — and how retailers can drive emotional loyalty with customers. Featuring: Emily Collins, Senior Analyst and Sucharita Kodali, Vice President, Principal Analyst Show notes Contrary to popular belief, traditional retail loyalty programs are not about serving the customer — they’re designed to serve the […]


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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Retailers And Security: Perception Versus Reality

What It Means February 22, 2018

Forrester Analysts Brendan Miller and Josh Zelonis discuss the growing concern of security in retail — that which is real and that which is perceived. Featuring: Brendan Miller, Principal Analyst and Josh Zelonis, Senior Analyst   Show notes: Customers expect more from retailers when it comes to brand interactions, and retailers are responding by upping their digital transformation […]


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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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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Tech Titan Dominance

What It Means January 4, 2018

Vice President and Principal Analyst Sucharita Kodali discusses the implications of the tech titans in today’s market — and what it means to compete with them or join them. Featuring: Sucharita Kodali, Vice President, Principal Analyst Show notes: Today’s market is increasingly led — and dominated by — digital titans like Google, Amazon, Apple, Facebook, and […]


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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Want Recurring Customer Relationships? Choose The Right Billing Platform

Lily Varon July 31, 2017

Recurring customer relationships are key to surviving and thriving in the age of the customer. And Billing technology is key to building recurring customer relationships. How so? As we heard from one client, “My billing experience is my top touchpoint. It’s where I make or break my business goals so it’s where I need to […]

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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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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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The Retailer’s Dilemma — A Brick-And-Mortar Or Brand Problem (Or Both)?

What It Means March 30, 2017

Forrester Principal Analyst Brendan Witcher examines the current and somewhat confusing state of retail, disentangling why some retailers are struggling in a market that has more tailwinds than headwinds. Featuring: Brendan Witcher, Principal Analyst Show notes: The market signals are rather positive in economies that are fueled by consumer spending. In 2016, retail grew 4% (not […]