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 […]

Digital Studios Pave The Way Toward Service Innovation

Every major services company now offers its clients a digital studio experience — but many companies are struggling to understand what exactly they are and why they exist. Since becoming an analyst at Forrester a month ago, I’ve been asked many times “What is the role and focus of these studios?” It’s a good question. […]

September Song

  It’s the end of September. The leaves are starting to turn in earnest now.  Many already lie on the ground, waiting for me to sweep them up. The first chestnuts have fallen too (reminder to self – collect some before they’re all gone). The last few days have all started with mist – each […]

Drive Creativity And CX Innovation With Employee Empathy

The Case For Customer Empathy… Hubspot’s INBOUND 2017 slogan emphasized “Empathy.” My expectation: it would make the case to the 21,000 people in attendance that customer empathy is critical to their engagement efforts. I was for it — it’s something my research focuses on, and is something we in the CX and UX field try […]

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 […]

Enterprise Architecture – Why You Should Think About the Enterprise Continuum!

There are a lot of divergent thoughts about specific elements of TOGAF®, an Open Group standard. In conversations, the same thing is mentioned … the Enterprise Continuum. Each version of the TOGAF standard was/is intended to add to the value of the framework based upon best practices used by active Enterprise Architects. These best practices would be selected for use in a given architecture endeavor as appropriate. The TOGAF framework was never intended to be a recipe or step by step prescription.

Half Of Online Retail Spending Came From Marketplaces In 2016

Marketplaces are taking an growing share of B2C online retail sales: Half of B2C online retail spend came from marketplaces in 2016. Forrester Data’s new Online Marketplace Tracker examines 11 marketplaces across 16 countries to understand their share of the B2C eCommerce market and their growth trajectories from 2015 to 2017. Specific findings of the […]

Stop The MarTech Madness!

How much are you spending on Marketing Technology? How do you know if you’re spending it on the right solutions? What about your peers and competitors – what are they doing? Are you sure you’re delivering what your customers really need? If you’re a B2B marketer and wondering about these or similar questions, you’re not alone.  […]

Voice Search Will Eventually Revolutionize Search Marketing

Let’s face it: voice search is incredibly over-hyped today. Any conference, webinar, or article around the future of search marketing will talk about voice search. Many are predicting voice search will account for 50% of all searches by 2020. And kids are even using intelligent agents (IAs) like Google Assistant to help them do their […]