Forrester Research, Inc.

New York – Retailers Amazon.com, HSN, Newegg, QVC and Zappos.com were among the 15 companies receiving the highest ratings in the 2015 Forrester Research Customer Experience Index. Forrester data indicates that improving the customer experience is a strategic priority for 73% of businesses, yet only 1% of companies deliver an excellent customer experience.

In announcing its Costco-like membership model, Jet.com (yet to launch as of this writing) has positioned itself as the latest type of online retail marketplace. Considering that online marketplaces really go back to the days of CompuServe, Prodigy and Earthlink (extra points if you know what “dial up” means), I’ve been struck by how much marketplaces have been in the news lately. Think about Alibaba’s jaw-dropping $9.3 billion sales on Singles Day (Nov.

In the 1990s, when the Internet and eCommerce created a tangible link between modes of shopping that had previously been isolated (stores and catalogs), retailers struggled with how to understand, measure, and connect with shoppers in multiple ways.

It was out of this confusion that the concept of “multichannel” was heralded as retail’s saving grace, and soon, retailers were all abuzz with cross-channel shoppers.

Fast-forward a few years and retailers began scratching their heads wondering why their “multichannel” initiatives hadn’t delivered the stunning ROI they were pro

Digital payment gains slow, steady traction

With high-profile data breaches and the growing need to deliver a unified and differentiated customer experience, retail CIOs agree that security and digital innovation must be the top priorities for 2015.

According to a new report from the National Retail Federation and Forrester Research, managing data security is the most urgent focus area for retail CIOs, with 97% of surveyed business leaders placing it at the top of their 2015 priority lists.

Washington, D.C. - Retail CIOs agree that security and digital innovation are top priorities for 2015, according to a new report by the NRF and Forrester Research.

The study, the Retail CIO Agenda 2015: Secure and Innovate, finds that managing data security is the most urgent focus area for retail CIOs, with 97% of respondents placing it at the top of their 2015 priority lists.  

Washington, D.C. -- Mobile is the top priority for retailers in 2015, according to the 2015 Shop.org/Forrester Research Inc., State of Retailing Online, with 58% of surveyed retailers placing it at the top of their list, up from 53% last year.

The survey found smartphone sales as a percentage of online sales grew from 8% in 2013 to 12% in 2014, an increase of 50%. Tablets’ share of the pie also grew from 13% of online sales in 2013 to 16% in 2014.

Mobile and omnichannel are the top priorities for retailers this year, according to the 2015 Shop.org/Forrester Research Inc. State of Retailing Online report.

About 58% of the retailers by surveyed Shop.org and Forrester Research Inc. place mobile at the top of their list, up from 53% last year.