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Retail

Many retailers struggle to re-orient operations to meet customer expectations. Those that do this well take share and are restating minimum expectations for experience and value. Hyperpersonalization, instant gratification, and perpetual accessibility are becoming the benchmark. Yes, CX; yes, digital; and yes, harmonization of physical and digital; but it’s mostly about building and invigorating a distinctive value to the customer that will enable retailers to thrive.

Retail Solutions

Remaking Retail Loyalty

Too many retail loyalty programs are expressions of merchant relationships and priorities. They are about the next transaction — often delivered by sterile emails. They have little to do with creating differentiated experiences on the customer’s terms. And the results show. These programs are failing to capture customers’ imaginations and, ultimately, loyalty — eroding the economic power of loyalty.

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Brand Experience

Consumer behavior and disruptors — large and small — are remaking the retail industry. The challenge is to catch up or fit in a way that affirms a distinctive brand — to not lose “you” in the pursuit of strategy. With fewer opportunities for product differentiation and the limited effectiveness of loyalty, delivering a brand experience that wins hearts, minds, and spend looms as the central challenge.

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Revitalize CX Measurement & Prioritization

A guide to prioritizing CX projects with the greatest business impact and demonstrating their contributions in a cost-sensitive environment.

How Does Your Brand’s CX Stack Up?

Is your brand top of the pack or falling behind? Discover how your customers rated your brand's experiences in the 2020 CX Index™ results.

Retail Insights

Blog

Retailers And Brands: Tap Drop-Ship Programs For New Selling Opportunities

With more places for customers to find those products, drop-shipping models fuel many of the largest retail and marketplace websites. The result: more goods in more places (extended assortment for retailers and expanded sales channels for suppliers), which has benefits — and challenges — for both sides.
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Blog

QSRs — Digital Disruption Was Coming, But Now It’s Sink Or Swim

Learn several digital strategies that quick-service restaurants impacted by COVID-19 can adopt to position themselves for the long term.
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Our Retail Team

Fiona Swerdlow

Fiona Swerdlow

VP, Research Director

Brendan Witcher

Brendan Witcher

VP, Principal Analyst

Predictions 2020

Predictions 2020: On The Precipice Of Far-Reaching Change

A new decade begins with great uncertainty. Sweeping changes are poised to take place. But which ones? Read Forrester’s Predictions 2020 Guide to discover the dynamics that will define 2020 and beyond.

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Dive deeper and get your questions about 2020 answered. Register now for our complimentary predictions webinar on January 23