Research

Taking the Pain Out of Customer Service: What Do Modern Retailers Need to Succeed?

Customer service has reached its lowest point since 2016. Forrester’s 2024 U.S. CX Index found brands’ service strategies fail to meet the…

2025 Benchmark Survey: How Retailers are Re-Affirming Brand Value Through the In-Store Experience

Despite concerns about store closures and bankruptcies as well as the rise of online giants like Temu and Shein, retailers are still…

The Next Wave of CTV Advertising: How Audiences and Outcomes Shape Omnichannel Strategy

Up to 59% of brand and retail executives say their organizations spend between 11% and 50% of their marketing and ad budgets…

Benchmark Survey: Last Mile & Fulfillment Become Omnichannel Differentiators

For years, brands and retailers have prioritized the customer-facing aspects of omnichannel strategy, from digital marketing and advertising to customer service. While…

2024 Store Ops Survey: How Retailers Are Doing More with Less

The pressure on associates is mounting: 51% of retailers say managing and preventing theft is a growing challenge in stores, while 55%…

The Retailer’s Ultimate Guide to CTV Performance Measurement

More consumers are watching smart TVs and engaging with streaming services, which is creating big growth opportunities for Connected TV (CTV) advertising….

A Retailer Roadmap of Guidelines to Excellence

Mars United Commerce has created the industry’s most comprehensive quarterly Retail Media Report Card to encourage the development of industry standards for…

2024 Store Design & Experience Survey: The Future of the Store

Since the inception of the Store Design & Experience survey, retailers have repeatedly emphasized the importance of the in-store experience, especially its…

2023 Omnichannel and Fulfillment Benchmark Report: Retailers’ Toolkits Now Include Media Networks and Marketplaces

In 2023, retailers continued to grapple with the multiple challenges involved in creating a seamless omnichannel experience for customers — many of…

2023 Store Operations Benchmark Survey

Associates are merchants’ closest connection to local communities. They know the ins and outs of how their store operates, they understand local…

2023 Customer Loyalty and Personalization Benchmark Survey: Inflation Hinders Acquisition and Retention Efforts

Over the last three years, retailers’ efforts to acquire and retain loyal (and hopefully high-spending) customers have been hampered by two major…

How Design Teams are Maximizing the Impact of New Store Experiences

In 2022, we saw ecommerce sales level and consumers venture back to physical stores. As a result, brands and retailers had to…

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Research

Taking the Pain Out of Customer Service: What Do Modern Retailers Need to Succeed?

2025 Benchmark Survey: How Retailers are Re-Affirming Brand Value Through the In-Store Experience

The Next Wave of CTV Advertising: How Audiences and Outcomes Shape Omnichannel Strategy

Benchmark Survey: Last Mile & Fulfillment Become Omnichannel Differentiators

2024 Store Ops Survey: How Retailers Are Doing More with Less

The Retailer’s Ultimate Guide to CTV Performance Measurement

A Retailer Roadmap of Guidelines to Excellence

2024 Store Design & Experience Survey: The Future of the Store

2023 Omnichannel and Fulfillment Benchmark Report: Retailers’ Toolkits Now Include Media Networks and Marketplaces

2023 Store Operations Benchmark Survey

2023 Customer Loyalty and Personalization Benchmark Survey: Inflation Hinders Acquisition and Retention Efforts

How Design Teams are Maximizing the Impact of New Store Experiences

2025 Unified Commerce Benchmark for Specialty Retail

Transform Your Retail Workforce with Generative AI

Specialty Retail Under Siege: The Escalating Cyber Threat Landscape

Navigating Retail at 2025’s Halfway Point: What Omnichannel Retailers Need to Know

US Shopper Survey: What’s Killing Conversions for Enterprise Retailers

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