Forrester eCommerce

SEPTEMBER 27, 2024

A year ago, we predicted that the number of green consumers would stay constant in 2024, despite climate chaos and backlash. Despite evidence of accelerated weather-related disasters and a desire among many consumers to act sustainably, we predicted that inflation and the cost of living would heavily influence buying decisions.

Consumer 195

Consumer Customer Experience B2C Customer 195

Forrester eCommerce

MARCH 28, 2024

As is often the case with poorly understood tech that promises to change the world, consumers worry about its ethics and human impact. Yet a vast majority of these skeptics will use (and love) genAI during 2024, whether they know it or not. Like it or not, know it or not, genAI will seep into […]

Consumer 504

Consumer B2B Customer Experience B2C 504

Forrester eCommerce

SEPTEMBER 2, 2024

This is especially important when it comes to environmental issues: Many consumers would like to adopt greener behaviors but struggle to do so due […] It helps explain customer mental models and why people don’t always act the way they say they do.

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Consumer Customer Customer Experience B2C 273

Forrester eCommerce

NOVEMBER 8, 2023

Impulse spending behavior is growing — and companies are finding opportunities both online and offline to entice consumers to add to their basket. Forrester’s February 2023 Consumer Pulse Survey found that roughly one in two of US and UK Gen Z adults report making impulsive decisions when shopping.

Consumer 413

Consumer Retail B2C Marketing 413

Retail TouchPoints

OCTOBER 8, 2024

Albertsons Media Collective will integrate rewards app Fetch into its retail media network (RMN) offerings, using Fetch Points to incentivize consumers to try products, add more to shopping carts and maintain relationships with their favorite brands. The Albertsons RMN expanded its onsite offerings by partnering with Criteo in January 2024.

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Consumer Shopping Carts Retail Marketing 249

Retail TouchPoints

SEPTEMBER 16, 2024

Discussing what will be motivating consumers two years from now, Buzasi called 2026 “the year of redirection,” predicting that people will be looking for coping mechanisms to deal with what she termed “the great exhaustion,” a lingering hangover from COVID-19, political division and culture wars.

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Consumer Fulfillment Events Technology 269

Forrester eCommerce

MARCH 11, 2024

European consumers are forming four distinct groups with regard to how their consumption habits impact both the environment and their daily lives: Country-Level Stereotypes No Longer Apply: Southern Europe Leads […]

Consumer 404

Consumer Customer Experience B2C Customer 404

Forrester eCommerce

OCTOBER 6, 2023

But what about consumers? I’ll be taking you through how consumers know, feel, and use Generative AI every quarter. Generative AI continues to be the topic du jour, as businesses race to understand the technology for fear of being left behind. Forrester is closely tracking this. And no, this blog post was not written by […]

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Blog Consumer Technology B2C 434

Retail TouchPoints

SEPTEMBER 25, 2024

Because while they may feel they are communicating something weighty, it doesn’t mean consumers will hear it, let alone act. Additionally, consumers still have pandemic-related and sustainability concerns, ranging from reluctance to shop in crowded stores to environmental issues around the use of cardboard and plastic-heavy displays.

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Consumer Vend Point of Sale Download 242

Forrester eCommerce

SEPTEMBER 8, 2023

Inflation is rampant, and beleaguered consumers are reeling from high prices. Has The Economy Got You Down?

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Consumer Customer Experience B2C Customer 418

Forrester eCommerce

AUGUST 28, 2024

My colleague Jitender Migliani and I have just published a report (Consumer Spending And The Economy Grow Despite Persistent Pessimism) based on the H2 2024 US macroeconomic trends and consumer behavior data that we’ve collected and analyzed.

Consumer 259

Consumer Customer Experience B2C Customer 259

Forrester eCommerce

MAY 29, 2024

Introducing the digital double: a consumer-owned, algorithmically driven AI agent. You soon may be able to build an algorithm that makes algorithms work for you.

Consumer 259

Consumer Customer Experience B2C Technology 259

Forrester eCommerce

APRIL 25, 2024

But do UK consumers care? As the EU grinds the gears into action on the AI Act, the UK and US recently announced a “landmark agreement” on AI testing that broadly glosses over the lack of any firm governmental action in either country (other than executive orders and some Bletchley Park posturing last year). We’ve […]

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Consumer Other Customer Experience Customer 449

Forrester eCommerce

SEPTEMBER 23, 2020

If you’ve been following my blog, you’ll know that we’ve been measuring precisely how the emotional toll of the COVID-19 pandemic is influencing consumer appetite for commercial exchange — we do this by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

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Consumer Blog Customer Loyalty Customer Experience 468

Forrester eCommerce

SEPTEMBER 19, 2023

As Forrester’s consumer behavior analyst, I’m going to say something controversial: the consumer does not need to be a part of every business decision. There’s no shortage of supply or demand for consumer insights.

Consumer 417

Consumer Supplies Marketing B2C 417

Forrester eCommerce

DECEMBER 22, 2020

Since the onset of the COVID-19 pandemic in the US in March, 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 418

Consumer Customer Experience B2C Customer 418

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

Retail TouchPoints

MAY 24, 2024

The Consumer Financial Protection Bureau (CFPB) has issued an interpretive rule confirming that buy now, pay later (BNPL) lenders are in essence credit card providers, meaning they will be required to provide consumers with legal protections and rights, including in cases of disputed charges and issuing refunds. 1, 2024.

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Consumer Payment Services Books Marketing 255

Forrester eCommerce

FEBRUARY 7, 2024

2023 was a confusing year: the consumers blew cold, and the economy blew hot. The recession-to-be did not materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat.

Consumer 259

Consumer Customer Loyalty Customer Experience B2C 259

Retail TouchPoints

JUNE 18, 2024

The global economy is still in flux,” said Rob Garf, VP and General Manager of Retail and Consumer Goods at Sales f orce at a recent media briefing. billion commerce-focused consumer interactions as well supplemental consumer research. So what does all this mean for the holiday season? Register here.

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Consumer Shipping Costs eCommerce Gifts 282

Forrester eCommerce

MAY 12, 2022

Read why you should eschew “new normal” thinking when it comes to consumer behavior. We’re in a deeply unsettled, volatile moment—and change is here to stay.

Consumer 370

Consumer Customer Experience Customer 370

Retail TouchPoints

SEPTEMBER 4, 2024

Consumer Product Safety Commission (CPSC) have called for an investigation into the operations of foreign-owned ecommerce sites, with Shein and Temu named specifically. This form of commerce can benefit consumers and sellers in many ways, but CPSC must make clear its expectations regarding these platforms’ responsibilities to ensure safety.

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Consumer eCommerce Operations Information 162

Forrester eCommerce

APRIL 5, 2022

As the age of misinformation and slew of dubious corporate claims threaten consumers’ trust in brands, consumers are desperate for authenticity. In our new report, The Algorithm Of Authenticity, we synthesize consumer data, industry case […].

Consumer 369

Consumer Customer Experience B2C Customer 369

Forrester eCommerce

JANUARY 30, 2024

The answer tomorrow is that you won’t need to consciously think about personalizing individual consumer interactions because companies will graduate to delivering invisible experiences (formerly called anticipatory experiences* in our research). “To personalize or not to personalize?” That is the question today.

Consumer 259

Consumer B2C Customer Marketing 259

Forrester eCommerce

FEBRUARY 23, 2023

Understanding consumer behavior is the underpinning of effective B2C marketing strategies. Some of the best CMOs aren’t only culture-reflectors but culture-makers — both in the brand stories they tell and the brand experiences they create. Simply put, they champion their customers every step of the way.

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Consumer B2C Marketing Customer 364

Forrester eCommerce

OCTOBER 24, 2023

Consumers and customers interact with brands across their customer journeys (see figure). Many of these moments are personalized. Though the end customer doesn’t necessarily distinguish between different types of interactions, companies acutely know that different personalized tactics require different strategies, data, and technology.

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Consumer Technology Customer B2C 394

Forrester eCommerce

FEBRUARY 3, 2021

Our latest update to our Digital Go-To-Market Review series for brands looks at the consumer electronics sector. Electronics store sales peaked in 2007, and since then, an ever-growing proportion of consumer electronics sales has moved online.*

Consumer Electronics 448

Consumer Electronics Electronics Consumer Marketing 448

Forrester eCommerce

NOVEMBER 30, 2023

With UN Climate Change Conference COP28 starting today in Dubai, increased media and activist attention on the implications of climate change is shaping consumers’ perceptions of and attitudes toward environmental sustainability.

Consumer 243

Consumer Marketing Customer Experience B2C 243

Retail TouchPoints

FEBRUARY 26, 2024

Consumers are quickly losing trust, and companies must act swiftly and responsibly to restore it. A Pew Research study reveals a concerning trend: 67% of consumers have little understanding of what companies do with their data, a sentiment echoed by an IAPP study which found that only 29% feel informed about how their data is protected.

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Improvements Payment Services Consumer Banking 312

Forrester eCommerce

FEBRUARY 8, 2023

Consumers shared their attitudes towards subscriptions - see key highlights.

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