Prior to 2020, customers hyper-adopted - and hyper-abandoned - brands at the drop of a hat, and the key to successful retailing was to plan and optimize each customer’s experience as they walked along the path to purchase.

Today, accelerated by the pandemic, retailers are now tasked with acting in real-time to massive shifts in behavior and the ubiquitous adoption of digital into our lives, as well as the rise of expectations that come along with that. As we move forward, we’re seeing very clearly how missing the mark and failing to shift to omnichannel capabilities can lead to a retailer collapsing under the weight of those challenges.

In this webinar, guest speaker and Forrester VP/Principal Analyst, Brendan Witcher, will explore:

  • What really drives consumers to remain loyal to a retailer
  • How companies often succeed or fail due to steps they take in moving from multichannel to omnichannel
  • Why the prerequisite for surviving 2020 and beyond is to become a data-led, customer-obsessed organization that can effectively deliver relevancy and value for today’s digitally-savvy consumers.
Brendan Witcher
VP, Principal Analyst Serving eBusiness & Channel Strategy Professionals
Forrester

Brendan serves digital business strategy professionals and is an expert on consumer behavior and technology trends in the commerce engagement space. He is also a noted authority on market developments and vendors that help deliver today's leading strategies and tactics in digital excellence.
Janelle Estes
Chief Insights Officer
UserTesting

Janelle is an expert research practitioner fascinated by human behavior and intrigued by data insight. She brings over 15 years’ experience conducting large-scale customer research initiatives for both B2C and B2B companies across a variety of industries to help them transform their customer, user, and brand experiences.
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