Forrester eCommerce

OCTOBER 15, 2020

In 2020, for the first time in more than five years we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (which measures how successfully a company delivers customer experiences that create and sustain loyalty).

Customer Experience 273

Customer Experience Financial Services Customer Banking 273

Retail TouchPoints

AUGUST 1, 2022

These experiences are the newest flavor of social commerce that is redefining the retail shopping experience — both online and in-person. Global social commerce sales are expected to skyrocket from $492 billion in 2021 to $1.2 These “gifts” are often wickedly interactive, which is what makes them so engaging.

Customer Experience 308

Customer Experience Customer Clothing Gifts 308

Forrester eCommerce

JUNE 6, 2022

Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022, reveals that CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Forrester eCommerce

OCTOBER 18, 2021

Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.

Customer Experience 195

Customer Experience Customer 195

Retail TouchPoints

JULY 11, 2022

If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) in a few words, it would go something like this: they’re different. Tip #1: Seamless and efficient experiences are a must. Revolutionary even.

Customer Experience 285

Customer Experience Social Media Customer Live Chat 285

Retail TouchPoints

AUGUST 4, 2022

In 2021, an analysis of web traffic data by Imperva Threat Research revealed that four out of every 10 shoppers on a retail site were not human. During a peak holiday shopping period in November 2021, bad bot traffic increased by 73%, negatively impacting customers’ online experiences in the process.

Customer Experience 262

Customer Experience Customer Gifts Management 262

Omniconvert

FEBRUARY 12, 2021

With significant changes in customer behavior and customer journey after COVID-19, it's time to refine customer experience for 2021 and beyond. The post How to Refine Customer Experience for 2021 appeared first on Omniconvert Ecommerce Growth Blog.

Customer Experience 78

Customer Experience Customer Blog eCommerce 78

Forrester eCommerce

OCTOBER 20, 2020

Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Learn why in our customer insights predictions for 2021. Something new and different.

Customer 529

Customer Improvements Customer Experience 529

Retail TouchPoints

JANUARY 13, 2021

This phenomenon helped large, digitally savvy retailers like Target , Home Depot and Walmart thrive and earned them spots among the top 10 retailers in CI&T ’s Connected Retail Report , which was presented during Chapter 1 of the 2021 NRF Big Show. ” New Shopping Routines in 2021 Call for New Approaches to Connected Retail.

Other 250

Other Customer Experience Omnichannel Customer 250

Retail TouchPoints

SEPTEMBER 10, 2021

Andrew Lande-Shannon, Senior Director, Store Experience at Madison Reed, estimated that 95 million women color their hair each year, with each spending an average of $160 annually, during his session at retailX 2021. Madison Reed plans to have the screens installed at 50% of its Color Bars by the end of 2021.

Customer Experience 235

Customer Experience Customer Omnichannel Technology 235

Forrester eCommerce

JANUARY 4, 2021

?2021????????????CX???????????2020???????????????????????“????”???????. CX???????????2020???????????????????????“????”???????. 2020???????????????????????“????”???????.

Customer Experience 243

Customer Experience Customer 243

Retail TouchPoints

MAY 25, 2022

Chanel plans to deliver personalized experiences to top-purchasing clients through dedicated boutiques as it builds upon strong FY2021 earnings of $15.6 According to Chanel’s 2021 financial results, the luxury fashion house invested $758 million in capital expenditure with investments, representing 4.8% YoY for the year ending Dec.

Beauty and Health 269

Beauty and Health Fashion Books Customer Experience 269

iVend

JULY 8, 2021

What I am hearing, and is supported by expert 3 rd party research, is a consistent pattern of four key priorities: in-store customer experience, knowledgeable staff, personalised loyalty programs and social media marketing. The in-store customer experience is that differentiation.

Customer Experience 98

Customer Experience Customer Social Media Retail 98

Forrester eCommerce

NOVEMBER 18, 2020

2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down. How should European consumer marketing leaders prepare for the coming year?

B2C 385

B2C Marketing Consumer Customer Experience 385

Forrester eCommerce

MARCH 10, 2021

???????????????????????????????????????????????????????????????????????????????????????????????????????????????????????“????”??2021?????????????.

Banking 221

Banking Customer Experience Customer 221

Forrester eCommerce

MARCH 10, 2021

But despite all the disruption, APAC organizations actually delivered better customer experiences in 2020 than in 2019. In India, most experiences were good despite a sharp dip in consumer spending and […]. 2020 was no doubt a crazy year.

Banking 459

Banking Customer Experience Improvements Consumer 459

Retail TouchPoints

JULY 22, 2022

The grocery delivery space has become crowded as more and more retailers become involved, and many services are experimenting with different ways of standing out from the crowd. billion in February 2021. Part of Uber’s strategy is offering on-demand alcohol through Drizly , which the company acquired for $1.1

Customer Experience 245

Customer Experience Merchant Services Customer Improvements 245

Retail TouchPoints

APRIL 23, 2021

The 2021 class of impressive leaders is comprised of founders, CEOs, creative directors, design managers, marketing executives, ecommerce gurus, VPs and many more changemakers rewriting the rules of retail in unique and exciting ways. Robert Timothy Blair , Manager Retail Operations: Customer Experience , White House BLACK MARKET.

Retail 322

Retail Omnichannel Management eCommerce 322

Forrester eCommerce

JANUARY 5, 2021

Il y a près d’un an déjà, je publiais un blog sur les tendances 2020. Ce matin, je découvre un article des Echos qui explique pourquoi l’ère des épidémies ne fait que commencer. La lecture de cet article m’inquiète mais paradoxalement ne me surprend pas. En l’espace de neuf mois, nous nous sommes habitués à […].

Article 511

Article Blog Customer Experience B2C 511

Retail TouchPoints

MARCH 5, 2021

But as retail brands race to deploy truly personalized marketing, the biggest challenge they face is personalizing conversations not just in one channel, but across all the channels customers use. Will 2021 be the year brands achieve omnichannel, personalized, automated two-way conversations?

Customer Experience 283

Customer Experience Customer Omnichannel Retail 283

Forrester eCommerce

OCTOBER 14, 2020

Forrester analysts from across the Asia Pacific region provide insights on what to expect in the year 2021.

Customer Experience 511

Customer Experience Customer 511

Forrester eCommerce

OCTOBER 29, 2020

In 2021, companies will accelerate their digital transformation with a focus on customers and what, where, and how to serve them. In 2020, digital shifted from nice-to-have to must-have.

Customer 393

Customer Customer Experience 393

Forrester eCommerce

OCTOBER 15, 2020

2020 has been a year of unprecedented political, social, economic and healthcare disruption – and 2021 shows no signs of any of these trends slowing down. Every autumn Forrester looks ahead to predict the major consumer, business and technology trends that will shape the marketing landscape for the following year.

Marketing 357

Marketing Customer Technology Consumer 357

Fabric

MARCH 28, 2023

Furthermore, losing control of the customer experience can attract bad actor sellers and expose businesses to financial, legal, and operational risks. Their marketplace has attracted bad actor sellers and their carefully-planned expansion into the long tail has eroded the customer experience and negatively impacted the brand.

Customer Experience 130

Customer Experience Customer eCommerce eCommerce Platforms 130

Retail TouchPoints

FEBRUARY 23, 2021

Entering 2021, retailers are still looking to beef up their ecommerce strategy to get this trend to stick. Facebook has continued to innovate and develop new ways for brands to effectively communicate with consumers and provide great customer experiences on its platforms. Facebook Remains Top of Mind.

Social Media 257

Social Media Consumer Marketing Channel 257

Retail TouchPoints

JANUARY 27, 2021

This left smaller retailers searching for ways to boost online sales performance and customer experiences in the face of such stiff competition, especially for leveraging big-ticket retail events — Black Friday, Cyber Monday, Christmas — for securing much-needed revenue. According to IMF , the global economy contracted by 4.9%

Retail 274

Retail Social Media Channel Multichannel 274

Retail TouchPoints

MAY 12, 2021

Nearly 50% of those surveyed said they’d be doing more of their shopping online in 2021; more than one third said they’d be using buy online, pick up in-store more, and more than one quarter said they’d be using curbside pickup more this year than they did pre-pandemic. Kendra Scott also created a curbside pickup program. Agility Pays Off.

Jewelry 212

Jewelry Multichannel Retail Merchant Services 212

Forrester eCommerce

JANUARY 12, 2021

^CLICK IMAGE FOR FULL SCREEN^ The channel software stack comprises a group of technologies that help companies develop, design, and execute plans to find, recruit, onboard, develop, enable, incent, co-sell with, manage, measure, and report on partners.

Channel 545

Channel Technology Management Customer Experience 545

Forrester eCommerce

APRIL 1, 2021

Because CRM is at the heart of every business that wants to compete on customer experience. It enables companies to access 360-degree views of customers in real time to drive reliable, trusted, […]. For a 30 year old technology category, it is amazing to see the CRM industry continue to grow at a staggering rate.

Customer 493

Customer Customer Experience Technology Management 493

Forrester eCommerce

OCTOBER 23, 2020

Widersprüche im Kaufverhalten, ordnungspolitische Umwälzungen und mehr grenzüberschreitende Remote-Arbeit werden 2021 prägen Bisher machen die „stürmischen 2020er Jahre“ ihrem Namen alle Ehre – wir erleben eine globale Pandemie und die rasant wachsenden Auswirkungen des Klimawandels. Aber mit der Volatilität kommen auch Chancen.

Customer Experience 259

Customer Experience B2C B2B Customer 259

Kibo

APRIL 5, 2021

Interest in same-day shipping from web and store-based retailers has gone up from 2020 to 2021. Order management’s role in delivering the type of leading customer experience (CX) that today’s shoppers expect is clear. The “last mile” of the customer experience can be the most important.

Customer Experience 117

Customer Experience Management Customer Payment Services 117

Retail TouchPoints

JANUARY 12, 2021

Chapter One of the 2021 National Retail Federation Big Show may be online instead of in-person, but that isn’t stopping the NRF from putting together an all-star lineup. The two will discuss meeting today’s shopper where they’re at, potential business disruptions in the near term and how 2021 is likely to unfold at stores across the nation.

Omnichannel 208

Omnichannel Events Consumer Operations 208

lateshipment

DECEMBER 4, 2021

The pandemic has largely disrupted holiday shipping in 2021, with a surge in online purchases, record shipping costs, port congestion, and inventory shortage. An Analysis of Shipping Performance by FedEx and UPS in 2021 Right Before the Holiday Season. Holiday Shipping 2021 Predictions, Trends & Insights. Retail categories.

Shipping Costs 130

Shipping Costs Shipping eCommerce eCommerce Platforms 130

Forrester eCommerce

NOVEMBER 23, 2020

To identify The Top Wealth Management Technology Investments In 2021, we interviewed more than 80 companies to determine which technology initiatives they […]. The global pandemic accelerated that shift as clients seek new ways to access their accounts, communicate with account managers and manage their investments.

Management 259

Management Technology Financial Services Customer Experience 259

Retail TouchPoints

DECEMBER 14, 2021

Winners were revealed at the PAVE Holiday Celebration, which took place December 8, 2021 at God’s Love We Deliver in New York City. That is why every year, Macy’s touts “believe” as its go-to slogan, and integrates it into its holiday marketing and omnichannel customer experiences — even the windows at its Herald Square flagship.

Presentation 246

Presentation Download Fashion Games 246