Forrester eCommerce

MARCH 27, 2024

Written by Hannah Jachim, Senior Research Associate Both on-the-glass and below-the-glass technologies drive digital experiences in manufacturing. Analyzing data from Forrester’s Consumer Digital Experiences Survey, 2023, we find that: CTOs […]

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Forrester eCommerce

JANUARY 30, 2024

“We have a gazillion products to monitor technology, but none of them measure the holistic experience.” -Quote from a recent Forrester client interaction Let’s face it: IT is obsessed with monitoring.

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Retail TouchPoints

FEBRUARY 16, 2024

With the sector continuing to experience accelerated growth, major retailers are looking for ways to maintain and build trust while dramatically improving customer experience and orchestrating cohesive customer journeys. AI-driven solutions offer businesses a powerful way to personalize customer experiences.

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Retail TouchPoints

APRIL 25, 2024

We’re excited to partner with Shopsense AI as its exclusive Spanish-language media partner, enhancing the overall viewing experience for our audience and providing an engaging opportunity for them to connect through big moments in music, sports and more,” said Donna Speciale, President of U.S.

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Retail TouchPoints

SEPTEMBER 7, 2022

Brands, in their never-ending quest for relevance, must dive deep into human experiences, connecting with consumers at an emotional level. We know that Boomers prefer in-store shopping and seek experiences that emphasize convenience and value. Purpose-Driven Design. ??The What can you show, tell and teach the consumer?

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Forrester eCommerce

FEBRUARY 24, 2021

Our research shows that Customer Experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. Forrester’s CX Index methodology measures how well a brand’s customer experience strengthens customers’ loyalty. You can stop reading now… Still not convinced?

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Forrester eCommerce

MARCH 12, 2024

Read the latest Forrester blog from Principal Analyst Lily Varon and Senior Researcher Nicole Murgia on consumer retail payment preferences.

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Forrester eCommerce

JANUARY 30, 2024

The answer tomorrow is that you won’t need to consciously think about personalizing individual consumer interactions because companies will graduate to delivering invisible experiences (formerly called anticipatory experiences* in our research).

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Forrester eCommerce

OCTOBER 24, 2022

2023 will be a year of reckoning for European customer experience teams. Some will widen CX advantage over competitors, while other teams will be forced to disband. Learn more.

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Retail TouchPoints

MARCH 27, 2024

Google has begun using the zero-party data of customers’ thumbs-up/thumbs-down style ratings and brand preferences to better personalize its shopping experience, helping consumers find the exact products they want among the 45 billion listed by the search engine.

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Retail TouchPoints

DECEMBER 21, 2023

The virtual experience is designed as a “choose your own journey” experience, where visitors can learn, network and simply enjoy the space, creating new opportunities for the retailer to blend “IRL” (in real life) and “IVL” (in virtual life) experiences.

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Retail TouchPoints

MARCH 25, 2024

This year, we’ll hear senior-level executives’ perspectives on how customer experiences are evolving as content, community and commerce converge. With an emphasis on customer experience, RICE has three tailored tracks to reflect the distinct interests and needs of its key audience members. Click here to read the coverage.

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Forrester eCommerce

SEPTEMBER 5, 2018

Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. This is not a question of delighting customers as an endgame or some fluffy sense of emotional attachment; this is a crass and clear story of financial risk.

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Retail TouchPoints

FEBRUARY 2, 2024

Some see it as the next evolution of omnichannel, others as the technical underpinnings that make true omnichannel experiences possible. Either way, the goal is to bring the total shopping experience, across every channel, closer to customers’ expectations — and even anticipate expectations they don’t yet have.

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Retail TouchPoints

JANUARY 31, 2024

We’ve all heard that today’s empowered consumer demands seamless and consistent experiences, but new research from CI&T indicates that these expectations are higher than ever. However, the definitions of a “good experience” did vary slightly depending on the channel. Will 2024 be the Year of the Mobile App?

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Forrester eCommerce

JANUARY 22, 2024

Forrester believes that future consumer digital experiences will be simultaneously more invisible and immersive. Consumers will seek experiences with less friction when they are task-oriented or need peace of mind. Some of these experiences will have so little friction that there is no friction.

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Retail TouchPoints

APRIL 26, 2024

However, the big opportunity, according to Suzanne McDonnell, Bark’s Chief Revenue Officer, is to go further into services and experiences — like the company’s recently unveiled Bark Air, an air travel experience for dogs and their “human companions.” Over the years, we’ve learned more ways to take this to heart.

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Retail TouchPoints

NOVEMBER 20, 2023

David Jones plans to launch the revitalized experience in January 2024, starting with the women’s international and designer ready-to-wear categories.

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Retail TouchPoints

JANUARY 31, 2023

Almost a quarter of a century ago, a groundbreaking article in Harvard Business Review heralded the dawn of the “fourth stage economy” — one in which the spotlight would be shone directly on consumers’ expectations of immersive brand experiences. Disney was cited as a shining early example of the experience economy in action.

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Retail TouchPoints

APRIL 10, 2024

Asian fast-casual restaurant chain Wow Bao is continuing its Web3 push with a new Roblox experience that is integrated with its Hot Buns Club rewards program. Since launching in 2003 in Chicago, Wow Bao has expanded to nearly 700 locations across the U.S. as well as to 6,000 grocery stores, and now Roblox.

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Forrester eCommerce

JUNE 21, 2023

Developer experience is the organizational capability to […] If your business is a software business — and today, every business is a software business — it’s essential to keep the developers of that software happy and productive.

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Retail TouchPoints

DECEMBER 4, 2023

Marriott Bonvoy is collaborating with family experience company and retailer CAMP on a new “club experience” for toddlers and tweens. CAMP Club is a bookable experience that combines a wide range of activities programmed by the CAMP team.

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Retail TouchPoints

JANUARY 26, 2024

The seamless nature of digital commerce has inspired consumers to expect more from the payment experience everywhere they shop — online, in-store and even via social channels. Dive deeper in the future of the payment experience with our free report Turning Payments into a CX Differentiator with BNPL, Digital Wallets and Better Orchestration.

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Retail TouchPoints

JULY 26, 2023

The location-based experience marketplace is projected to grow to $12 billion by the end of 2023 , clearly demonstrating an ever-increasing appetite for experiences. Experiences are More than Just the Physical Space they Occupy Visual tech and spatial experiences have become more popular since the pandemic.

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Retail TouchPoints

MARCH 6, 2024

Returnless refunds are improving the almighty customer experience, and in turn, their potential customer lifetime value. Brands are always looking at innovative ways to remove friction from the brand experience, and returnless refunds are a great example of this evolution of retail. Of course, no good deed goes unpunished.

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Forrester eCommerce

DECEMBER 13, 2023

Your options in the world of Digital Experience Platforms (DXP) are evolving quickly. Selecting the technology to power your enterprise’s digital presence is not simple – that’s why clients working with us are best for the job. With Forrester Research by your side, you have insightful, easy-to-read evaluations of your options.

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Retail TouchPoints

NOVEMBER 9, 2023

As part of a highly personalized experience, users can create dream startups representing places and causes they care most about. The goal is to foster self-expression in a gamified environment while also building life skills such as financial literacy. , built by Supersocial , features community-driven experiences inspired by e.l.f.’s

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Retail TouchPoints

SEPTEMBER 20, 2023

Luxury experiences must be singular, memorable and elevated. A mix of a lounge, library, gallery and immersive multimedia experience, it is conceived to launch the customers into their own highly personalized journeys of envisioning, configuring and specifying their own Aston Martin vehicles.

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Retail TouchPoints

DECEMBER 4, 2023

Katie Mullen is Chief Experience Officer of JCPenney and has played a key role in bringing the retailer’s “Make it Count” strategy to life.

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Retail TouchPoints

DECEMBER 18, 2023

American Freight , the budget-friendly furniture, mattress and appliance retailer, has unveiled a revamped store design and experience in two Denver-area stores. The retailer upgraded its Centennial, Colo. store and applied its format and design to its new Westminster location.

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