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Retailers have used chat for years, but few have mastered using conversational interfaces to engage customers throughout the entire shopping journey. Forrester reviewed 100 US retailers across categories such as fashion, electronics, travel, and quick-service restaurants (QSRs) to evaluate the current state of chat in retail. Join us as we discuss how chat is used to influence purchases and what this digital experience may look like in the future.
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Target audience level: all levels
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Customer service leaders can use this report to understand the value they can expect from a conversational AI solution and to explore potential partners.
Forrester’s Moments Map uses a mathematical model to help digital business professionals prioritize what services to build in which interaction mode.
The most recent Forrester Wave evaluation of order management system (OMS) vendors uncovered a story of evolution —on the part of both the vendors and the brands and retailers that use them. Learn how businesses are leveraging these tools to optimize inventory, fulfillment, and digital operations.Key takeaways: OMS rip-and-replace projects are rarer than ever; learn how digital businesses are making these changes.Target audience level: all levels
Anyone who sells software or digital goods online and wants to grow through globalization will at least consider a third-party Merchant Of Record model. Merchant of Record (MOR) solutions have existed for decades, but the industry has made headlines recently with some notable departures: Digital River, a former heavyweight in the market, is closing up shop, and a relative newcomer in the category, Lemon Squeezy, was acquired by payments heavyweight Stripe, which, per its founder, will “scale Merchant Of Record selling in a big way.”In this webinar, Forrester analyst Lily Varon is joined by a panel of CEOs from three major players in the MOR solution space: David Nachman, CEO of FastSpring; Jimmy Fitzgerald, CEO of Paddle; and Wendi Sturgis, CEO of Cleverbridge. Key takeaways: Understand what is really going on with the Merchant Of Record market right now.Learn how to avoid common pitfalls of MOR selling.Discover the best ways for digital leaders to prepare for the future of MOR selling.Target audience level: all levels
The most recent Forrester Wave evaluation of order management system (OMS) vendors uncovered a story of evolution —on the part of both the vendors and the brands and retailers that use them. Learn how businesses are leveraging these tools to optimize inventory, fulfillment, and digital operations.Key takeaways: OMS rip-and-replace projects are rarer than ever; learn how digital businesses are making these changes.Target audience level: all levels
Join the Forrester Healthcare team as we delve into the key trends for healthcare providers and health insurers for 2025. During this webinar, we will dissect what these trends mean for your business and customers and offer our insightful perspectives on the HIMSS event from the previous week.Key takeaways: Discover the major trends and challenges facing healthcare providers in the upcoming year and learn strategies for effective response.Uncover the critical trends and obstacles for health insurers in 2025, along with practical advice to thrive in the months ahead.Gain insights into the most talked-about trends from HIMSS, the largest annual event in healthcare.Target audience level: all levels
Retail and commerce media networks are generating tremendous attention and revenue within the marketing world. Analysts Sucharita Kodali and Nikhil Lai cut through the jargon and discuss some hard truths and opportunities for merchants, brands, and technology companies.Key takeaways: Learn clear definitions of industry jargon.Receive estimates on the size of the retail media opportunity.Explore challenges and best practices that drive success for all players in the ecosystem.Target audience level: all levels
Your company has a big year in store for 2025. Are you wondering how you’ll pull off everything you promised to help the business do this year? This session will introduce structure as a lever you can pull to help you accomplish critical initiatives.Key takeaways: Learn the common factors that make different org models successfully align CX, digital, and marketing functions.Determine what structure best suits your business using Forrester’s framework.Inform your strategy with real-world examples.Target audience level: intermediate