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Mar 18, 2024 | 
forrester.com | Kelsey Chickering |Nicole Murgia |Mike Proulx
New legislation just passed in the US House of Representatives signals TikTok regulation is coming. The core argument made by US lawmakers centers around US user data making its way into the hands of the Chinese government. However, there’s another issue at hand: TikTok’s influence over young US voters. According to Forrester’s 2023 Consumer Benchmark Survey, more than half of US online adults under 25 years old use TikTok at least weekly.
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Mar 18, 2024 | 
forrester.com | Nicole Murgia |Lily Varon |David Hoffman
Over the past years, beauty brands have increased their DTC operations to compete with Amazon and other major retailers — and to strengthen their customer relationships. Still, just 17% of US online adults have purchased cosmetics or makeup products directly from a brand or manufacturer, per Forrester’s Retail Topic Insights Survey, 2023.
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Mar 12, 2024 | 
forrester.com | Lily Varon |Nicole Murgia |Thomas Husson |Rick Parrish
Now is a really good time for digital businesses leaders to step off the “Next Hot Payment” hamster wheel. Payment methods don’t matter. How so? Retailers and consumer-facing brands have been so busy chasing the next hot payment method to add to their checkout pages that they’ve missed what customers really want when they make a payment.
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Mar 6, 2024 | 
forrester.com | Emily Pfeiffer |Nicole Murgia |Jess Burn
Digital leaders in every industry are completely reimagining how their organization uses tech, thanks to generative AI (genAI). Retail and commerce leaders are no exception! In our review of 30 leading retailer and CPG brands’ earnings call transcripts, we found that the number of companies that mentioned genAI increased from 0% to 27% from fiscal Q2 2022 to Q2 2023.
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Feb 29, 2024 | 
forrester.com | Nicole Murgia |Meng Liu |Sucharita Kodali
Forrester’s data shows that digital payments are the most used payment methods in the US today. In 2023, 69% of US online adults said they had used a digital payment method in the past three months to make a purchase. That’s well ahead of the just over half of online adults who used a credit card or who used cash. That said, it’s important to remember that cards often are the underlying payment instrument in the growing digital payment scenarios. So what digital payment methods are consumers using?
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Jan 3, 2024 | 
forrester.com | Michelle Beeson |Su Doyle |Nicole Murgia
Should all brands sell directly to consumers (DTC) online? How should brands work with online marketplaces? What does DTC mean for existing retail partner and distributor relationships? Consumer facing brands still have a lot of questions about their direct-to-consumer (DTC) digital engagement and commerce capabilities. But the opportunities are not one-size-fits-all.
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Dec 21, 2023 | 
forrester.com | Nicole Murgia |Jitender Miglani |Allie Mellen
Each year, Bizrate Insights, a voice of the customer solution provider and a Forrester research partner, fields surveys of US online consumers before, during, and just after the holiday season. Following Thanksgiving and Cyber Week, Bizrate Insights shared some aggregated initial insights from its 2023 holiday surveys with us.
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Dec 9, 2023 | 
forrester.com | Dipanjan Chatterjee |Senem Guler Biyikli |Nicole Murgia
It’s not often that soccer and the United States are spoken of in the same breath. But a diminutive Argentinian possessing outsized wizardry changed all of that. Lionel Messi put US Major League Soccer on the world map, and Apple brought the games into American living rooms. On Saturday, December 9th, it all comes to a head as LAFC defends its title against the Columbus Crew in the finals.
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Dec 6, 2023 | 
forrester.com | Senem Guler Biyikli |Nicole Murgia |Shari Srebnick
User experience (UX) flaws, even when “minor,” can hurt customer experience – something I recently experienced first-hand. While shopping for travel insurance, I ended up switching to a competitor’s insurance plan because of the confusing error messages I kept encountering on the original provider’s site. Retailers: poor UX is impeding your customers, too, and is likely hurting your firm more than companies like the travel insurance provider in my example. Why?
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Dec 5, 2023 | 
forrester.com | Jitender Miglani |Lee Sustar |Nicole Murgia
Europe-5 comprises the top five economies in Europe — in order of size, those are Germany, the UK, France, Italy, and Spain. In 2023, these five economies accounted for 70% of total GDP of Western Europe countries. Over the past few years, the retail sales growth in these economies were significantly impacted by the COVID-19 pandemic, global supply chain issues, decades-high inflation, and a weak economy.
