Forrester eCommerce

NOVEMBER 17, 2020

2020’s Remote Work Is The Exception No Business Wanted The sudden arrival of the COVID-19 pandemic has thrust every organization into a patchwork of unplanned workforce responses.

Customer 453

Customer 453

Forrester eCommerce

JUNE 24, 2020

Apple revealed major announcements for the new iOS 14 system during its Worldwide Developers Conference 2020. What is coming to the iPhone demonstrates a deep understanding of our behavior and use of our devices in mobility. It also makes a clear statement on privacy and diversity principles.

Mobile 476

Mobile Customer Experience Customer 476

Forrester eCommerce

JUNE 10, 2020

Companies have short attention spans when it comes to data governance. Even for organizations with sustained programs, the continuous push and pull of new regulations, projects, or data and analytics investments create constant disruption.

524

524

Forrester eCommerce

DECEMBER 14, 2020

In a year when bright spots were hard to come by, several valuable, hard-won lessons emerged for sales organizations that will serve them well in the years to come.

B2B 528

B2B Customer 528

Forrester eCommerce

JANUARY 6, 2020

Preparing for this years list of future channel trends has been an immersive experience to say the least. In 2019, I was able to talk to 497 companies one-on-one about their channel strategy and programs, including 130 of those face-to-face. I received 78 briefings from the technology companies who are inventing new ways to […].

Channel 524

Channel Technology Customer Experience B2B 524

Forrester eCommerce

OCTOBER 21, 2020

This year’s Adobe MAX Creativity Conference keynote hit consistent themes that Adobe has focused on for years, such as creativity for all, accelerating creation, enabling collaboration, and elevating skills. That’s not an indictment; it’s a sign the company has a clear strategy for its creativity offerings and is sticking to it.

Customer Experience 459

Customer Experience Customer 459

Forrester eCommerce

APRIL 30, 2020

With the ever-changing economic landscape, Forrester’s Forecastview team developed a scenario model to understand the short- and long-term impacts of COVID-19 on the retail industry.

Retail 489

Retail 489

Forrester eCommerce

JUNE 26, 2020

^^ CLICK IMAGE FOR FULL SCREEN ^^ The channel technology stack is a group of technologies that firms leverage to plan with, find, recruit, onboard, develop, enable, incentivize, co-sell with, co-market with, manage, measure, and report on partners.

Channel 545

Channel Technology Management Marketing 545

BigCommerce

FEBRUARY 5, 2020

The world is getting smaller. Globalization means products that were once available to a select few can now zip across…

BigCommerce 475

BigCommerce 475

BigCommerce

MARCH 4, 2021

Ecommerce was an industry already in flux when the events of 2020 really turned things on their head. Here are…

eCommerce 526

eCommerce Events 526

Forrester eCommerce

NOVEMBER 5, 2020

This year of the pandemic will forever be known for its effect on the way we work and interact. Although our “new normal” will be temporary, the digital transformation it brought about will prove lasting. Amid the chaos, insurtechs, with their digital-first business models, have benefited as their funding has continued to improve.

Improvements 449

Improvements Consumer Marketing Customer 449

Forrester eCommerce

DECEMBER 10, 2020

The Big Acceleration, shifting society to digital, virtual, and experiences, could usher in the Roaring 2020's, a period of fast growth and dynamism. The Roaring '20s followed the pandemic of 1918/1919.

529

529

Forrester eCommerce

DECEMBER 15, 2020

On December 11, 2020 the US Food and Drug Administration gave its stamp of approval […]. What do you do when you absolutely must get your vaccine to the destination on time and keep it very, very cold? Advances in Internet of Things technologies are make it possible to monitor temperatures of vaccine shipments in transit.

Technology 542

Technology Mobile Management 542

BigCommerce

FEBRUARY 24, 2021

In 2020, everything was a piece of cake. Toilet paper. They’re all literally cake! The viral meme…

Customer 511

Customer eCommerce 511

Forrester eCommerce

MARCH 10, 2021

2020 was no doubt a crazy year. But despite all the disruption, APAC organizations actually delivered better customer experiences in 2020 than in 2019. In Australia, one bank and two superannuation firms saw statistically significant improvements in their CX Index scores.

Banking 459

Banking Customer Experience Improvements Consumer 459

BigCommerce

FEBRUARY 16, 2021

2020 was a challenging year for, well, everyone — but retailers suffered the particular challenges of shutting down or restricting in-store…

Omnichannel 511

Omnichannel Marketing Retail 511

BigCommerce

OCTOBER 23, 2020

We’ve all heard the 2020 “un” words: unprecedented, unexpected, unpredictable. But as we approach this year’s holiday season, we can…

PPC 500

PPC 500

Forrester eCommerce

AUGUST 12, 2020

In 2019, we predicted that there will be three high profile AI related PR snafus in 2020. It’s only August and we’ve already seen plenty of examples of AI going wrong – the ACLU sued facial recognition provider Clearview for violating a well-known Illinois state biometric law in the US, the UK’s Home Office was […].

Management 525

Management Customer 525

Forrester eCommerce

JULY 1, 2021

Since the onset of the COVID-19 pandemic in the US in March 2020, we’ve been tracking precisely how the pandemic and related crises have taken an emotional toll on consumers by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

Consumer 520

Consumer Customer Loyalty Customer Experience Customer 520

BigCommerce

AUGUST 12, 2021

The 2020 holiday season was — to borrow an overused but nevertheless true phrasing — unprecedented. For months, ecommerce experts…

eCommerce 491

eCommerce 491

Forrester eCommerce

FEBRUARY 24, 2021

In 2020, we surveyed […]. You can stop reading now… Still not convinced? We can measure this. Forrester’s CX Index methodology measures how well a brand’s customer experience strengthens customers’ loyalty.

Customer Experience 517

Customer Experience Customer 517

Forrester eCommerce

JUNE 4, 2020

In March 2020, as the implications of a global shutdown of physical offices became apparent, executives responsible for digital initiatives went into overdrive. If your firm is already digitally advanced, it’s likely to be faring far better than less advanced competitors by now.

Customer 516

Customer 516

Forrester eCommerce

JANUARY 5, 2021

Il y a près d’un an déjà, je publiais un blog sur les tendances 2020. Ce matin, je découvre un article des Echos qui explique pourquoi l’ère des épidémies ne fait que commencer. La lecture de cet article m’inquiète mais paradoxalement ne me surprend pas. En l’espace de neuf mois, nous nous sommes habitués à […].

Article 511

Article Blog Customer Experience B2C 511

Forrester eCommerce

MAY 20, 2020

Low-code dev platforms have been around for 30 years, but in 2020, adoption has reached an inflection point. Today, a majority of developers report they are either planning on or have already implemented a low-code platform to build digital business applications (see figure).

Operations 514

Operations Customer 514

Forrester eCommerce

AUGUST 5, 2020

Some people would call 2020 “biblical.” Fires raged across Australia for almost 80 days; a locust plague has ravaged East Africa; the COVID-19 pandemic has dramatically changed our way of living; social unrest and racial discord erupted in the United States and spread to other countries. And the year is not even over yet. When […].

Other 508

Other Banking Customer Experience Management 508

Forrester eCommerce

OCTOBER 22, 2020

If the rest of the decade is anything like 2020, tech leaders are in for quite the ride. With an overnight forced migration to all things digital and virtual, projects that previously took two years were rolled out in two months — or even two weeks. CIOs and their digital and business colleagues have been […].

Technology 501

Technology Customer 501

Forrester eCommerce

OCTOBER 23, 2020

In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.

Customer Experience 488

Customer Experience Customer 488

Forrester eCommerce

JULY 15, 2021

By May 2020, more than six in 10 US online adults reported making an online transaction, such as purchasing groceries or ordering restaurant delivery, for the first time. When the COVID-19 pandemic forced stores to close, online commerce pulled ahead at the fastest rate since 2002.

Consumer 501

Consumer Retail Customer Experience Customer 501

BigCommerce

MAY 10, 2021

In 2020, it grew to $861B according to Digital Commerce 360. Ecommerce is having its moment. Every year, ecommerce accounts…

Customer 475

Customer eCommerce BigCommerce 475

Forrester eCommerce

MARCH 17, 2021

Satya Nadella in April 2020 told thousands of developers at the online Microsoft Build conference “we’ve seen companies do in 2 months what they normally would do in years…”. Future Fit Organizations are Adaptive Covid-19 has accelerated the need for enterprises to adapt to rapidly changing market conditions.

Marketing 500

Marketing Financial Services Management Operations 500

Forrester eCommerce

JULY 14, 2020

In a normal year, only 5% of information workers primarily work from home, but since March 2020 47% of respondents say their organization has transitioned at least half of their workforce to remote work.[1] During the current COVID-19 crisis working from home is a business necessity and no longer just a nice to have. 1] It […].

Management 497

Management Information 497

Forrester eCommerce

AUGUST 13, 2020

2020 is here, and we don’t need roads or planes — all we need is a steady internet connection. Doc Brown might have been five years off, but he was completely right. The tale of the road warrior has a different ending now.

B2B 100

B2B Marketing Customer 100

Forrester eCommerce

MARCH 24, 2021

As we predicted in 2020 (graphic below) the major low-code and cloud vendors are starting to move into the robotic process automation (RPA) market. ServiceNow just announced that it plans to purchase Intellibot and add to its integration and process capabilities.

Marketing 493

Marketing Customer 493

Forrester eCommerce

OCTOBER 19, 2023

In 2020, Forrester published The Forrester Wave™: Zero Trust eXtended Ecosystem Platform Providers, Q3 2020. The wait is over: The Forrester Wave™: Zero Trust Platform Providers, Q3 2023, is live! Three years later, many of the capabilities that were once considered “extended” are now core to Zero Trust.

416

416