Forrester eCommerce

APRIL 7, 2020

Companies are refreshing metrics across application security, content management, customer relationship management, DevOps, loyalty, networking, vulnerability risk management, etc. But what does this look like for infrastructure and operations (I&O) teams? Many metrics that IT uses date back at least 20 years.

Management 323

Management Operations Customer Customer Experience 323

Forrester eCommerce

AUGUST 19, 2020

The fact is that technology is often ecologically abusive in its manufacture, operation, and afterlife. Organizations in every vertical must seriously consider their role in sustainability, as it has become an important criterion for customers. The good news is that […].

Telecommunications 313

Telecommunications Operations Technology Customer 313

Retail TouchPoints

JULY 29, 2020

The company owns and operates 34 locations, both flagships or outlets, and the remainder are owned and operated by partners such as high-end resorts. Larocque has spent more than 20 years with Burton, becoming SVP Operations in 2010. Digital Transformation Required Building Trust In Burton’s Data.

Omnichannel 317

Omnichannel eCommerce POS Operations 317

Forrester eCommerce

JULY 16, 2020

Burberry is the latest in a long line of retailers to announce staff cuts, store closures and a re-think of some of its core assumptions about how customers interact with the brand and how work gets done. As a forward-looking retailer with a proven track record of digital, supply chain and operational innovation, Burberry is […].

Supplies 416

Supplies Operations Retail Customer 416

Forrester eCommerce

SEPTEMBER 3, 2020

These capabilities are becoming more crucial to stay ahead of uncertainty and change and get smarter about every aspect of your business: your customers, your suppliers and partners, your competitors, your employees, your processes, your operations, and your markets. It Pays […].

Operations 404

Operations Customer Marketing Management 404

Forrester eCommerce

MARCH 31, 2020

Customers believe they are engaging with one unified brand or organization, regardless of the device or touchpoints that they use. Retailers must ensure the continuity of information and resources across digital and store touchpoints — or risk losing customers to competitors that do.

Omnichannel 321

Omnichannel Retail Operations Information 321

Retail TouchPoints

OCTOBER 15, 2020

The NRF Foundation has launched two new credentials in its RISE Up program in response to the coronavirus pandemic: COVID-19 Retail Operations and COVID-19 Customer Conflict Prevention. COVID-19 Customer Conflict Prevention : Focuses on strategies for avoiding and de-escalating conflicts with shoppers.

Operations 262

Operations Information Customer Retail 262

Retail TouchPoints

JULY 6, 2020

Businesses also can use FedEx Office ready-to-print “We Are Open” storefront banners and new hours of operation posters, as well directional floor signage in English and Spanish. More than 2,000 FedEx Office stores will now feature Canva’s image library and templates, which can be used to help retailers quickly design and print materials.

Small Business Retail 331

Small Business Retail Operations Shipping Customer 331

Retail TouchPoints

SEPTEMBER 11, 2020

GameStop already has closed 388 locations this year; the retailer currently operates more than 5,100 stores around the world. GameStop attributed the losses to a 13% reduction in total store operating days due to COVID-19 shutdowns, as well as a 10% reduction in its store base as part of the de-densification strategy.

eCommerce 299

eCommerce Omnichannel Operations Retail 299

Forrester eCommerce

MARCH 6, 2020

To help retailers manage, we’ve rounded up some of the best advice we are hearing about the retail customer experience and managing business operations. The spread of the coronavirus (COVID-19) is impacting everything from global stock market vacillations and travel to retail traffic and buying patterns.

Travel 328

Travel Retail Customer Experience Management 328

Forrester eCommerce

SEPTEMBER 14, 2020

Larry Ellison proves that customer acquisition cost (CAC) is no barrier in Oracle’s conquest to expand its cloud credibility and market share. The announcement is murky at the moment, but the particulars indicate that Oracle and ByteDance will enter into a technology partnership to host the US operations of TikTok.

Operations 318

Operations Technology Customer Marketing 318

Forrester eCommerce

JANUARY 16, 2020

Customer service is hard. Connected customers compare your service experiences not just with your competitors but also with the best experiences that they’ve had with consumer brands. Modernizing customer service operations takes a long-term investment in AI and automation to better […].

Customer 293

Customer Operations Consumer 293

Kissmetrics

SEPTEMBER 14, 2020

Without customers, your business wouldn’t exist. Because of that, it’s critical to understand how your customers behave and what they want from you. The best CRM software helps streamline, simplify, and improve your business processes to create better experiences for the one thing your business revolves around — your customers.

Small Business Retail 310

Small Business Retail Document Operations Management 310

Retail TouchPoints

AUGUST 17, 2020

In today’s rapidly changing world driven by technology innovation and customer behaviour change, the competition is tougher, margins are tighter and every penny counts. It’s essential if you’re going to deliver a consistently good customer experience and is the springboard to exploit opportunities.

Retail 200

Retail Operations Travel Leisure 200

Retail TouchPoints

NOVEMBER 13, 2020

To support its operations and manage continued growth across its ecommerce platforms, Backcountry has partnered with software developer 3Pillar Global (3Pillar). Backcountry “Gearheads” further amplify the online experience by guiding customers and offering personalized service. Just before the pandemic took hold in the U.S.,

Outdoor 299

Outdoor Management Apparel eCommerce Platforms 299

Retail TouchPoints

DECEMBER 21, 2020

To future-proof your business, you need to think beyond social distancing precautions and reimagine the customer experience from the ground up. While AR has a number of valuable consumer-facing applications, in our current day and age retailers need to focus on tools for improving business operations. 2: AR for Employee Training.

Retail 312

Retail Operations Technology Travel 312

Retail TouchPoints

SEPTEMBER 29, 2020

Last Mile Autonomous Delivery ( LMAD ) , a startup launched by EIT Digital , has developed a software platform to operate multiple types of autonomous delivery robots (ADRs). Following a test in Paris last year, LMAD recently successfully operated it in Finland.

Operations 279

Operations Marketing Customer Customer Experience 279

Forrester eCommerce

SEPTEMBER 14, 2020

CMOs, you won’t make it through the harsh economic conditions coming in 2020 if you can’t adjust your planning approach to respond to changing customer needs and operational availability. You’ve known shifting to people-led-planning was a good idea for years.

Operations 294

Operations Customer 294

Retail TouchPoints

DECEMBER 8, 2020

“The hybrid approach offers retailers a way to introduce the autonomous experience to customers and get everyone accustomed to the pleasures of no more frustrating waiting in line while simultaneously avoiding crowds, which is especially important during the pandemic,” said Steve Gu, CEO and Co-Founder of AiFi in a statement. “We

Demo 321

Demo Travel Payment Services Operations 321

Retail TouchPoints

AUGUST 11, 2020

The parent company operates nearly 14,500 convenience stores worldwide. Autonomous checkout is one of our innovation priorities that enable us to make our customers’ lives a little easier every day,” said Magnus Tägtström, Head of Global Digital Innovation for Alimentation Couche-Tard in a statement. “We

Payment Services 268

Payment Services POS Operations Technology 268

Forrester eCommerce

MARCH 2, 2020

Digital transformation, innovation, and customer obsession top businesses’ strategic agendas. Enterprise architecture (EA) teams must enable these goals with the right technology roadmap and with internal operating models that can help enterprises attain their goals.

Technology 285

Technology Operations Customer Information 285

Groove

OCTOBER 6, 2020

This was the case for one of our clients, so our team created a custom integration to help the company modernize their website and upgrade the user experience. The excessive customization and calls to their ERP slowed down the web experience. Perform Group wanted to improve their customers’ online shopping experience.

BigCommerce 370

BigCommerce Operations Magento B2B 370

Retail TouchPoints

NOVEMBER 11, 2020

was able to draw on lessons it learned from operating during the early days of COVID-19 to make the experience safe and orderly. AT&T already had figured out optimal ways to keep a sufficient number of its stores open without endangering customers through unsafe practices or cutting off shoppers who needed access to their phones.

Operations 264

Operations Fulfillment Outdoor Travel 264

Retail TouchPoints

OCTOBER 27, 2020

IKEA has partnered with Google Cloud to improve it technological capabilities, including the implementation of AI and machine learning tools, upgrading omnichannel capabilities and exploring new customer service offerings.

Omnichannel 325

Omnichannel Customer Customer Experience Recommendation 325

Retail TouchPoints

AUGUST 28, 2020

operations of short-form video platform TikTok. If successful, the deal could help Walmart better position itself to merge its retail operations with media capabilities. A media-focused acquisition like TikTok could help Walmart break into other media, as well as appeal to new younger customers. government regulators.”.

eCommerce 299

eCommerce Subscription Omnichannel Operations 299

Forrester eCommerce

MAY 8, 2020

Business leaders always want more information about business operations and customer interactions than they have. The technologies of the internet of things (IoT) promise to provide sensing and remote control of physical things, like products or equipment.

Technology 302

Technology Operations Information Customer 302

Retail TouchPoints

AUGUST 27, 2020

Crew stores from 181 to 170 , and continues to operate 141 Madewell stores and the J.Crew, Madewell and J.Crew Factory e-Commerce sites, according to Bloomberg. Since the bankruptcy filing, the company has trimmed the number of J.

eCommerce 348

eCommerce Operations Improvements Customer 348

Retail TouchPoints

JULY 6, 2020

The 17 brands and retailers recognized by the first Brand Experience Awards (BEA), co-presented by Retail TouchPoints and RetailX , have different business models, customer types and challenges, but they share a commitment to never standing still. Anomalie is an exclusively digital retailer selling custom-made wedding gowns.

eCommerce 325

eCommerce Retail Mobile Presentation 325

Retail TouchPoints

NOVEMBER 5, 2020

will wind down its operations due to severe impact from COVID-19, shuttering all 358 stores and warehouses in the Northeast and Midwest as well as its corporate office in Wayne, Pa. are currently open and will serve customers through the wind-down process. are currently open and will serve customers through the wind-down process.

Supplies 264

Supplies Operations eCommerce Customer 264

Retail TouchPoints

SEPTEMBER 29, 2020

Self-checkout is already a big part of how customers shop — according to RBR’s report, “EPOS and Self Checkout in 2020” , shipments of self-checkout solutions increased by 52% in 2019 to a new record high. He has 20 years of experience in Operations, Logistics, FP&A and Product Management in high-performance organizations from the U.S.

Payment Services 279

Payment Services Customer Operations Management 279