19 days ago

Four Forces Drive The Consumer’s Tech Stack

Today I’m on stage in New York speaking to hundreds of marketing executives at our Consumer Marketing Forum 2018. I’m there to unveil the 2018 US Benchmark Data Overview, which for the first time ever we are making available to all Forreste…

1 month, 19 days ago

Accelerate Your Culture Practices For Digital Transformation

Successful digital transformations are underpinned by a strong digital culture, which is a huge enabler of change. But, for most organisations, cultural change is still the largest barrier faced for successful transformation and the most difficult to o…

2 months, 16 days ago

Amazon Will Own Your Customer And What To Do About It

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…

6 months, 6 days ago

CXEurope 2017: Introducing the Values Based Customer

More than 5 years ago Forrester introduced the Age of Customer as a new 15 to 20 years era which saw the increasing customer empowerment in front of brands and companies. For companies, the first step in this era turned into improving the customer experience and the customer journey through an omnichannel strategy,  identifying the […]

6 months, 22 days ago

SMB Commerce Platforms Are Now A $1 Billion Market

Commerce platforms provide the tools to power eCommerce, enabling online catalogs, shopping carts, and promotions. We recently published our updated Forrester Data: Commerce Platform Technology Forecast, 2016 To 2021 (Global). The market has changed considerably since we last published this forecast in December 2014. The biggest surprise? How quickly the market for SMB platforms has […]

6 months, 25 days ago

Luxury Brands Must Act Or Be Digitally Disenfranchised From Savvy Luxury Consumers

Luxury consumers around the world are embracing new technology and adding these digital touchpoints – including, of course, their smartphones – into their shopping behaviors. But overall, luxury brands have been far too slow to respond to their customers’ rising digital expectations. Luxury brands, tier one through to aspirational, are now scrambling to bolster their […]

7 months, 5 days ago

Amazon And Flipkart Are Expected to Record $1.2-$1.5 Billion In Sales In India’s Coming Festive Sales

On October 6, 2014, Flipkart launched Big Billion Day, an event that occurs within India’s festive season — a holiday period that accounts for 40% of the total sales of key brands in India. Now in its fourth year, Big Billion Day has expanded from a one-day event to five days. In 2014, Snapdeal launched […]

7 months, 19 days ago

Amazon Blends Digital and Physical Experiences At Their New Book Store

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 […]

8 months, 9 days ago

A Customer-Led Approach Is Fundamental To The Integration Of Worldpay And Vantiv

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 […]

8 months, 9 days ago

How Should Insurers Unleash Their Digital Businesses? By Mastering The Digital Basics

Canadian and US insurers have a lot on their plates this year.  They’re not just grappling with extreme weather, substantial underwriting losses from all those motor vehicle claims, but also rising customer expectations and an onslaught of fintech disruptors.  These disruptors are spurring lots of activity in insurance digital labs, insurance venture capital arms, and […]

8 months, 27 days ago

Amazon’s Singapore Launch Signals the End of Digital Complacency in Southeast Asia

July 27th marked Amazon’s first e-commerce official foray into the 640 million people strong region. It launched its Prime Now app in Singapore with a compelling two-hour delivery offering that signals a new era in the region’s digital landscape. We see the impact of Amazon’s move not only on the e-commerce and retail industries, but […]