To help retailers and brands in 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions to Retail.” Gownder about how automation will affect retailers in 2019. age of the customer customer experience retail MORE

To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Last week, we spoke to Emily Collins about how loyalty trends will affect retailers this year. MORE

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US Treasury Secretary Steve Mnuchin followed up in a CNBC interview loudly endorsing the antitrust scrutiny: he said that Amazon has not only “destroyed the retail industry in the US” but that it has also hurt competition. Last week, the DOJ announced an antitrust investigation of Big Tech. MORE

Omnichannel investments, including in-store pickup and endless aisle, continue to be top strategic investment for digital business professionals at retail organizations. MORE

In today’s increasingly competitive retail market, every technology initiative is pitched as do-or-die. For our annual Top Retail Technology Investments in 2019 research, we interviewed more than 40 retail industry professionals to segment the technologies into “hot,” […]. MORE

age of the customer digital business data Food Tech Food Waste grocery insights-driven business retailAlthough I didn’t know it at the time my visit to the 2015 Expo in Milan was a foreshadowing of my current food tech research. MORE

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019. MORE

After retailers suffered a bad year with bankruptcies, store closures and lower store footfall, we discuss why now is the time for retailers to invest in data and advanced technologies to boost consumer relations. Bricks and mortar retailers would sooner forget 2018. MORE

To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” ” Last week, we spoke to Sam Stern about how employee experience will impact retailers in 2019. MORE

The future of retail is already here: Alibaba’s New Retail is reshaping the retail landscape in China and beyond. JD.com, Tencent, and traditional retailers like Starbucks and Walmart are all jumping on the bandwagon. MORE

Stories of thrilling, new AI use cases in retail have been popping up in our tech news feeds, whether computer vision, facial recognition, or elimination of human workers. artificial intelligence (AI) low-code platforms retail robotic process automation (RPA MORE

As social, political, and economic forces create murky conditions for retailers, they will explore new ways to differentiate themselves. age of the customer prediction retail promoted MORE

Forrester’s CX Index research shows that, year on year, retail performance is still not reaching levels of “excellence.” Instead retailer performance clusters around the “okay” level. There are of course bright sparks, with retailers like John Lewis out performing peers but even they are only reaching “good.” So what is holding retailers back from reaching […]. age of the customer customer experience online retail retail Customer Experience (CX) digital retail MORE

Mobile is the dominant digital touchpoint in retail and mobile apps play critical role – consumers who down load a retailer’s app are likely to be more loyal, but that does not mean they wont uninstall the app if it does not meet their expectations! MORE

Here’s what retailers and brands can expect and should focus on regarding social communities and social media for the rest of 2019. B2C marketing predictions 2019 retail social marketing social media promoted MORE

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect retail for our series: “Applying 2019 Predictions to Retail.” age of the customer automation predictions 2019 retail promoted MORE

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 […]. age of the customer customer experience mobile commerce (mCommerce) mobile engagement mobile moments mobile shopping mobile web online retail retail digital retail mobile mobile commerce MORE

The most wonderful time of the year for retailers is fast approaching. holiday online retail retailGet a sneak preview of the forecast for US online holiday sales. MORE

Retailers see shipping as a competitive differentiator: After Amazon announced its plans to invest hundreds of millions of dollars in […]. age of the customer omnichannel customer experience retail MORE

Digitally native startups are shifting shopper expectations with their customer-centric return processes, leading traditional retailers to rethink how they handle returns. I recently dug into returns and the result is my new research, “Retailers, Reduce The Pain of Online Returns.” MORE

How digital will change luxury retail? What are the key online luxury retail trends in the West and Asia Pacific? B2C ecommerce global ecommerce online retail retail social commerceMy colleague Michelle Beeson and I shared our point of views. MORE

This blog post is part of Forrester’s Holiday 2019 retail series You want anyone to be able to buy from your retail website, right? accessible design customer experience experience design (XD) holiday accessibility digital retail experience design inclusive design MORE

It’s been nearly two years since Alibaba first showcased New Retail — its strategy to redefine commerce by blending online and offline ecosystems to create seamless customer experience and improve retail efficiency — on Singles’ Day 2017. MORE

Digital is the rocket fuel for retail’s growth. But that growth requires retailers and brands to keep up — and step up — how quickly they evolve in terms of people, processes, products, and more. MORE

Is it just us, or is the conversation about retail social and environmental impact getting louder? age of the customer brand experience corporate social responsibility customer data customer insights retail sustainability brand brand values Corporate values innovation MORE

We just published two retail benchmark reports for Singapore, assessing retailers’ omnichannel retail capabilities and digital store capabilities, respectively. digital business digital transformation omnichannel customer experience retail store of the future MORE

We’ve just published this year’s edition of “The State Of Retailing Online 2019: Omnichannel, Marketing, and Personalization,” a report we conduct annually with the National Retail Federation (NRF). This research summarizes how retailers and digital business professionals are thinking about and investing in their stores and online businesses. digital marketing ecommerce online retail personalization MORE

A distributed denial of service attack can turn a retailer's holiday season from merry to miserable. age of the customer holiday retail security & risk DDoS ecommerce HolidayLearn how to protect yourself. MORE

To help retailers and brands plan for 2019 and beyond, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect the retail industry for our blog series “Future of Retail: Applying 2019 Predictions to Retail.” ” In our blog series, we will explore how predictions across AI, automation, CX, loyalty, B2C Marketing and other areas, will impact retail and […]. MORE

When benchmarking retail technology investment plans, we found that retailers around the world plan to: Maintain interest in SaaS for agility — and exploit PaaS for differentiation. Retailers will invest in SaaS to manage application load variability, such as holiday shopping. MORE

This is a great video because it captures the state of robotics in the retail industry. It starts off with developments pioneered by Amazon in their warehouse and fulfillment centers, and also includes the safety devices used by humans who need to interact with these dangerous robots. MORE

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To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019. MORE

5G will speed up the transformation of the retail sector by delivering technology building blocks for frictionless end-to-end experiences. age of the customer retail 5G infrastructure networking Telecommunications MORE

My colleague Alex Causey and I have now finished the second European Retail Wave. This year we evaluated the functionality and usability of six European retailer’s mobile apps. For retailers with a pan-European presence we selected one European market in which to evaluate the retailer’s app [by selecting that market as the location within the app […]. MORE