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Back in November, Forrester outlined its 2019 predictions for a set of hot emerging technologies. We identified which markets were likely to command big investments in the new year and even predicted that GE would turn a corner this year. Let’s see how we did so far with a few of them. Additive manufacturing will save […]
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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. I interviewed Sam Stern, Principal Analyst, part of Forrester’s Employee Experience (EX) team and also an expert on customer-centric culture. Here’s what Sam suggests retailers and […]
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How digital will change luxury retail? What are the key online luxury retail trends in the West and Asia Pacific? My colleague Michelle Beeson and I shared our point of views.
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On Amazon’s earnings call a few days ago, its CFO mentioned that its “core free two-day offer [was] morphing into — or evolving into a free one-day offer.” The CFO also said that Amazon plans to invest $800M just in Q2 to make faster shipping happen. Retailers and journalists quickly jumped on the news to […]
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To help retailers and brands in 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Recently, we spoke with J. P. Gownder about how automation will affect retailers in 2019. Next, Claudia interviewed Harley Manning, VP and research director of Forrester’s customer experience (CX) team, about his […]
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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.” Recently, Claudia interviewed J. P. Gownder, VP and principal analyst on Forrester’s CIO team and an expert in automation technologies. Here’s what J. P. thinks retailers and brands should expect and focus on regarding […]
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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, […]
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Last week, IRI hosted its annual Growth Summit in Denver (where some hapless attendees were snowed in by an unfortunate blizzard on the second day). For anyone not familiar with IRI, it is one of the world’s largest analytics firms. Among a slew of other assets, it has proprietary data from checkout registers, which gives […]
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Each year, based on a survey of your customers, Forrester releases results of its Customer Experience Index (CX Index™). The methodology measures how well a brand’s customer experience strengthens the loyalty of its customers and ultimately drives business growth. The French CX Index and UK Retail CX Index results are in! Key highlights from the […]
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Department stores can enjoy a bright future — but to do so, they must change to survive and thrive in the face of fierce competition from brands’ direct-to-consumer initiatives. Synchronizing supply and demand to sell inventory at full price is one issue. But the department store’s bright future depends on enticing customers through the doors […]
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