Predictions Report

Predictions 2023: Commerce

Commerce Operations Will Take Center Stage As Digital Businesses Dial Back Their Promises

October 26th, 2022
Emily Pfeiffer, Principal Analyst
Emily Pfeiffer Principal Analyst
Joe Cicman, Principal Analyst
Joe Cicman Principal Analyst
With contributors:
Ted Schadler , Sucharita Kodali , Fiona Swerdlow , Julie Ask , Connor Weathers , Kate Pierpont

Summary

The panicked pandemic years have left companies drowning in a sea of delivery and returns costs compounded by a mad collection of homegrown or stitched-together technologies. In 2023, as economic uncertainty escalates, consumer brands and businesses selling to other businesses will take a hard look at touchpoints that don’t convert and costs that crush the bottom line and dial back impractical promises and amp up investments in the operational cores of commerce. Forrester predicts that companies will prioritize commerce moments they can prove work and rethink technology investments to optimize experiences as well as inventory and fulfillment.

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