Forrester eCommerce

MARCH 1, 2021

If you are a Customer Experience (CX) leader, you need an effective CX measurement programme. Because you need to determine whether your organisation is succeeding in delivering experiences that drive business results (ROI). How can we improve the quality […].

Customer Experience 369

Customer Experience Customer Improvements 369

Forrester eCommerce

AUGUST 3, 2023

Join us at Forrester’s Data Strategy & Insights event to learn about how customer experience and data professionals can work more closely to ensure that they collectively provide the analytics and insights their organizations need to improve experiences.

Customer Experience 195

Customer Experience Customer Events Improvements 195

Groove

AUGUST 13, 2020

In this blog, we're exploring 5 strategies to help you create a positive eCommerce customer experience. eCommerce Customer Experience: Tips & Strategies. Personalize your content strategy. Personalize Your Content Strategy. A personalized content marketing strategy comes with many benefits.

Customer Experience 326

Customer Experience Customer eCommerce Social Media 326

Retail TouchPoints

OCTOBER 18, 2021

Customer experience and employee experience live in two different acronyms, CX and EX. A recent Forrester survey report found that companies that provide connected experiences between CX and EX report dramatic benefits around innovation, cost reduction, revenue growth, customer experience and digital transformation.

Customer Experience 268

Customer Experience Customer Channel Omnichannel 268

Groove

NOVEMBER 12, 2020

Make a great first impression and create a positive experience for your customers by catering to their unique needs. In this blog, we're sharing 5 tips on how to improve customer experience and turn existing customers into repeat purchasers. How To Improve Customer Experience: 5 Tips. Conclusion.

Customer Experience 356

Customer Experience Improvements Customer Social Media 356

Retail TouchPoints

NOVEMBER 17, 2022

In industries like apparel or electronics, where specific sizes, brands and types make all the difference, having a tool to reduce the research time required by the customer makes for a more seamless customer experience. Want more insights from the 2022 Omnichannel Retail Index to guide your 2023 strategies and tactics?

Customer Experience 270

Customer Experience Customer Omnichannel eCommerce Platforms 270

Retail TouchPoints

DECEMBER 15, 2021

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too many organizations are content with merely managing their experiences and setting better metrics as their only North Star.

Customer Experience 291

Customer Experience Customer Social Media Presentation 291

Retail TouchPoints

SEPTEMBER 19, 2023

Customer experience (CX) optimization is a necessity for ecommerce retailers and other online businesses that want to convert visitors, drive sales and cultivate customer loyalty. For example, many websites could quickly improve their CX by adjusting their site search functionality.

Customer Experience 238

Customer Experience Customer eCommerce Customer Loyalty 238

Forrester eCommerce

JULY 10, 2018

Measuring and refining customer experience is about long-term strategy, not raw takes on what’s happening now. Forrester’s Customer Experience Index shows that most companies are stuck at “poor” or “very poor” levels […]. I was wrong.

Customer Experience 302

Customer Experience Customer Travel 302

Retail TouchPoints

AUGUST 1, 2022

But while augmented reality shopping experiences are still in their infancy and may sound complex, they really don’t need to be. We’ll take you through three unique ways you can use augmented reality to, well, augment your retail advertising strategies. Face Effects: Digital Fitting Rooms. The best part about in-person shopping?

Customer Experience 307

Customer Experience Customer Clothing Gifts 307

Retail TouchPoints

MAY 8, 2024

Have mechanisms in place to guide and support customers throughout their journey, and create content that is clean, digestible and informative.” Pitié walked through key takeaways from the report and how these data points should influence brands’ ecommerce strategies moving forward. What should they be doing creatively to stand out?

Merchant Services 211

Merchant Services eCommerce Channel Mobile 211

Forrester eCommerce

NOVEMBER 5, 2018

Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row.

Customer Experience 415

Customer Experience Customer 415

Retail TouchPoints

MAY 12, 2023

Companies looking to successfully manage a workforce responsible for performing home maintenance, appliance installation and repairs, critical electric or plumbing work — or overseeing short-cycle construction projects — need a strategy to overcome the challenges of building a candidate pipeline to ensure full staffing.

Customer Experience 320

Customer Experience Customer Travel Technology 320

Forrester eCommerce

MARCH 15, 2022

Luxury brands continue to grapple with their evolving digital go-to-market strategies in the face of ingrained traditions, placing a premium on the in-store customer experience. But it is not a case of digital versus store.

Customer Experience 195

Customer Experience Customer Consumer Marketing 195

Retail TouchPoints

JANUARY 19, 2022

Brands do this under the guise of helping provide a better customer experience, but it only takes one breach for that to completely wipe out consumer trust — it exposes the extent to which brands collect, track and keep consumer data on file. 3 Tips When Navigating the new Data Privacy Landscape. Current data privacy laws in the U.S.

Customer Experience 289

Customer Experience Customer Retail Consumer 289

Forrester eCommerce

FEBRUARY 26, 2021

Customer Experience (CX) excellence will be sorely needed in 2021. Pandemic conditions will continue to fluctuate on a local level, affecting consumer sentiment and requiring fast and accurate responses from brands.

Customer Experience 363

Customer Experience Customer Consumer 363

Forrester eCommerce

NOVEMBER 4, 2021

Forrester has launched a new feature in its FeedbackNow platform that lets brands move into the predictive era of customer experience. Learn more here.

Customer Experience 259

Customer Experience Customer Management 259

Retail TouchPoints

NOVEMBER 17, 2023

The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. Retailers can expect that customers will turn to other vendors; once this happens, they’ve lost both the sale and the customer’s trust and loyalty.

Shipping Costs 233

Shipping Costs Customer Experience Supplies Improvements 233

Forrester eCommerce

OCTOBER 26, 2021

In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.

Customer Experience 195

Customer Experience Customer Management 195

Forrester eCommerce

SEPTEMBER 8, 2021

As consumers are are less restricted by channels, organisations must follow suit and create a hybrid customer experience.

Customer Experience 265

Customer Experience Customer Channel Consumer 265

Forrester eCommerce

APRIL 7, 2022

It’s 2022 but there are still an alarming number of companies that focus on everything but customer experience. Let's look at the systemic issues behind this lack of focus.

Customer Experience 195

Customer Experience Customer Management 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. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too.

Customer Experience 279

Customer Experience Social Media Customer Live Chat 279

Forrester eCommerce

AUGUST 10, 2020

As the pandemic peaks and wanes, businesses rethink their customer experience strategies and engagement models throughout the entire customer lifecycle – for some the change is a radical one.

Customer Experience 312

Customer Experience Customer 312

Forrester eCommerce

NOVEMBER 26, 2018

I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX.

Customer Experience 401

Customer Experience Customer Web Design Management 401

Retail TouchPoints

APRIL 20, 2022

The Home Depot has tapped two technology veterans for high-level positions, naming of Matt Carey as EVP of Customer Experience, a newly created role, and Fahim Siddiqui as EVP and CIO.

Customer Experience 260

Customer Experience Customer Supplies Technology 260

Forrester eCommerce

MARCH 18, 2021

Despite COVID-19, customer experience measurement improvement at leading companies continued in 2020 and led to business growth. Learn more.

Customer Experience 300

Customer Experience Improvements Customer 300

Wiser

SEPTEMBER 20, 2022

According to a study done by Salesforce , 84 percent of consumers say that customer experience is just as important as a company’s products and services. In fact, customer experience is one of the biggest factors that retailers have to consider. How can retailers make sure they are meeting these customer needs?

Customer Experience 148

Customer Experience Improvements Customer Retail 148

Retail TouchPoints

SEPTEMBER 7, 2022

Incorporating elements such as recycled materials or energy efficient lighting, for example, are effective strategies that speak to a brand’s commitment to sustainability. We know that Boomers prefer in-store shopping and seek experiences that emphasize convenience and value. How it’s expressed is what differs.

Customer Experience 259

Customer Experience Customer Social Media Arts 259

Forrester eCommerce

SEPTEMBER 2, 2019

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

Customer Experience 390

Customer Experience Improvements Customer Management 390

Retail TouchPoints

MAY 2, 2024

Additionally, you need not just the mechanisms and data tracking to show a clear monetization benefit to the business, but also [the means to gather] the data that allows you to track customer behavior and their stickiness with the loyalty program. RTP: What are some of the most effective membership retention strategies you’ve seen?

Subscription 258

Subscription Shipping Costs Payment Services Payments 258