I’m delighted to announce that Forrester has hired a new Principal Analyst, Brendan Witcher, to bolster our coverage of commerce technology. Brendan joins Forrester from a retail background, having most recently held several leadership positions in eCommerce, CRM and strategic planning at Guitar Center. Prior to Guitar Center, Brendan also held senior eCommerce and direct marketing roles at Harry & David. Brendan will be based in Forrester’s headquarters in Cambridge, MA.
With the addition of Brendan to the team, Forrester is making an investment to grow our coverage of commerce technology across the four stages of the customer lifecycle (discover, explore, buy and engage). Vendors and clients alike have already been asking how we’ll be dividing research coverage across our ever growing team. The answer is that we will intentionally be collaborating on much of the research, so expect to see some or all of us on inquiries, briefings as well as authors of much of our respective research. Each of us on the team will also be specializing in certain areas in addition to collaborating on core commerce technology research. The 1000 ft view looks like this:
I will continue to lead Forrester’s research on commerce platform, mobile commerce, digital experience management (DXM) and order management technology.
Adam continues to research and write about the digital retail store and will lead our research on the commerce service provider landscape in addition to order management, site merchandising, and omnichannel logistics and fulfillment.
This is a guest post by Lily Varon, a researcher serving eBusiness & Channel Strategy professionals.
The breakneck pace of technology innovation and changing consumer behavior is having a profound impact on business. To keep up with business growth plans, competitive threats, and consumer demands, online companies must support global markets, digitally empowered customers, and evolving sales and service channels, putting ever-more stress on the eCommerce engine.
eBusiness professionals are taking stock of their legacy or incumbent eCommerce technology and finding that the solutions aren’t tactically functional, aren’t omnichannel-ready, and/or aren’t leveraging sophisticated enough data insights to deliver on the demands in the age of the customer.
The technology powering eCommerce is becoming more complicated, too. There are more stakeholders than ever, more data, more integrations, and so on. In many cases, replatforming projects run over budget and are delivered late. Talk to any eBusiness leader who has been through the process, and you're bound to hear a war story or two. These projects are never easy, but as eCommerce technology — and the market that drives it — evolves, replatforming initiatives are inevitable.
Selecting the right commerce platform for your business is important. But a car needs more than an engine to both function and be used to its full potential. eBusiness professionals must understand the following before embarking on an eCommerce replatforming program: