Forrester eCommerce

APRIL 18, 2022

Responsible and ethical tech practices start with the premise that technology is not neutral—and that represents a significant shift in thinking in the tech industry.

Technology 335

Technology Customer Experience Customer 335

Retail TouchPoints

JANUARY 15, 2024

Based on the findings of the studies, two AI truths become clear: Retailers are looking to AI to offset a plethora of current challenges and drive operational efficiency ; and Executives see generative AI specifically as a transformational technology that will change the face of retail communications and experiences.

Retail 308

Retail Customer Experience Technology Operations 308

Retail TouchPoints

JUNE 13, 2023

When Houle started with Aldo Group as Senior Director of Digital Technology, “We were primarily focused on digitalizing our retail experience across all channels,” he said in an interview with Retail TouchPoints. It involves not just the right technology but also the right skills, processes, and culture.

Supplies 237

Supplies Customer Experience Technology Omnichannel 237

Forrester eCommerce

JULY 12, 2023

In a tough economy, where privacy legislation and technology changes make qualitative consumer data increasingly difficult to access, B2C marketers are struggling to adapt their data strategies for deeper customer understanding and develop AI capabilities to personalize experiences.

B2C 332

B2C Marketing Technology Consumer 332

Retail TouchPoints

JANUARY 29, 2024

Many of these retailers have added several technologies to their arsenal to boost the in-store shopping experience for the customer and to better understand the customer journey to and through their stores. Shoppers themselves also are becoming increasingly aware of, and concerned with, cyberattacks and data breaches.

Retail 300

Retail Toys Fashion Customer 300

Retail TouchPoints

JANUARY 25, 2021

Businesses across sectors are turning to voice technologies in response to COVID-19 health and safety concerns. These concerns are fueling consumer expectations for more contactless experiences everywhere they go, including the retail environment. The industry, valued at $5.2 billion in 2016, is projected to reach $26.15

Technology 159

Technology Consumer Retail Other 159

Retail TouchPoints

APRIL 17, 2024

It’s pushing businesses to pivot from traditional methods of tracking and understanding user behavior to more ethical and privacy-centric approaches. While this poses a challenge, it’s also an opportunity to embrace cutting-edge technologies that provide deeper insights without compromising user privacy.

Social Media 287

Social Media B2C B2B Customer Data 287

Retail TouchPoints

FEBRUARY 8, 2024

Broadcasters then could look to get more out of their product by extending the customer experience beyond the TV show. As with any first-party data collaboration, it is paramount that media owners ensure they have the technology in place to facilitate security and privacy.

Payments 297

Payments Payment Services Retail Channel 297

Retail TouchPoints

JUNE 4, 2021

Voice recognition technology has moved beyond the realm of checking the weather and playing music. Pandemic-fueled digital commerce is rapidly increasing the use of voice recognition technology. Consumer preference for contactless retail experiences is expected to remain the norm post-pandemic.

Payment Services 164

Payment Services Payments Small Business Retail Technology 164

Retail TouchPoints

MARCH 14, 2024

The four key strengths that retailers need to build or to nurture are: data depth; data quality; a simple process for media buyers; and a technology stack that enables data management, audience building, tracking, measurement and billing. Optimize ad spaces to deliver relevant, engaging content that adds value to the customer experience.

Retail 290

Retail Omnichannel Consumer Channel 290

Retail TouchPoints

NOVEMBER 2, 2023

By delivering relevant, targeted content and experiences — commonly known as personalization — ecommerce companies can increase engagement, conversion, average order value and ultimately, revenue. The official, complete elimination of all third-party cookies is now on track for the second half of 2024. But potential obstacles lie ahead.

eCommerce Marketing 240

eCommerce Marketing eCommerce Customer Experience Management 240

Retail TouchPoints

JANUARY 24, 2024

As 2024 unfolds, the B2B ecommerce sector is undergoing significant transformation driven by technological advancements and shifting buyer behaviors. Here we’ll take a look at these trending technologies and how they will shape B2B businesses’ ability to deliver a frictionless experience with their digitally native buyers.

B2B 237

B2B eCommerce BigCommerce Omnichannel 237

Retail TouchPoints

FEBRUARY 16, 2023

The retail industry had to reimagine ways to reach customers that sparked a digital transformation. The industry experimented with new approaches to how we do business in order to streamline the customer experience. One of the most common complaints customers have is waiting too long in checkout lines.

Payment Services 240

Payment Services Banking Customer Experience Technology 240

Retail TouchPoints

AUGUST 17, 2023

They strive to create seamless, personalized customer experiences to continue to attract discerning consumers and build efficient supply chains, yet they often encounter barriers presented by fragmented technology infrastructure, which hinders scalability without disruption.

Consumer 230

Consumer Payment Services Food and Beverages Supplies 230

Retail TouchPoints

JANUARY 5, 2024

As part of its Privacy Sandbox initiative, Google plans to phase cookies out for all Chrome users during the second half of 2024. Google’s move, along with increased privacy regulations (particularly in the EU), have put a premium on zero- and first-party data.

Recommendation 296

Recommendation Consumer Information Customer 296

365 Retail

JULY 13, 2021

O2 Business has launched Spatial Insights, a new technology that uses video analytics and Artificial Intelligence to provide a slick and efficient experience for customers in retail stores and other public spaces.

Customer Experience 52

Customer Experience Improvements Technology Leisure 52

Retail TouchPoints

APRIL 11, 2024

Retailers come to us to brainstorm and create AI-enabled products and services that won’t just deliver new revenue and reduce costs, but instead will fully transform the customer experience. All of the technology to make this happen exists today; it’s mostly a matter of tying AI search to checkout systems.

Retail 279

Retail Mobile Consumer Operations 279

Forrester eCommerce

APRIL 22, 2020

Forrester has completed several Total Economic Impact™ (TEI) studies focused on communication and collaboration technology. Higher productivity is a key, consistent, and measurable benefit. We found that there are several ways in which employee efficiency and effectiveness can be improved.

Technology 285

Technology Improvements Customer Experience B2B 285

Retail TouchPoints

JANUARY 12, 2024

Amazon ’s cashierless Just Walk Out technology has been deployed in more than 120 third-party locations, including airports, stadiums, university campuses, convenience stores and theme parks. Once we evaluate its impact post-launch, we will determine how this technology might be utilized on our other campuses.”

Food and Beverages 249

Food and Beverages Payment Services Technology Apparel 249

Retail TouchPoints

JUNE 7, 2022

Implicit in this shift is the rise of personalization in the customer experience (CX). In fact, 64% of consumers will immediately try new products or services from companies that offer a high-quality customer experience. Instead, they’re open to discovering new items that they’ll be just as excited about.

Recommendation 278

Recommendation Arts Retail Consumer 278

Retail TouchPoints

AUGUST 11, 2022

Amazon ’s One palm scanner payment technology will reportedly expand to more than 65 Whole Foods stores in California, according to TechCrunch and other media outlets. The technology has since spread to Whole Foods stores in cities including Austin, Texas, Seattle, Los Angeles, New York City and Washington, D.C.

Payment Services 261

Payment Services Fashion Technology Customer Experience 261

Retail TouchPoints

MARCH 18, 2024

The top three areas where retailers plan to use generative AI are in customer service, marketing and store operations. In part because the generative AI adoption curve has been so steep, concerns about the technology — and the quality of the data that informs its responses — have taken on greater urgency.

Retail 300

Retail SEO Operations Consumer Goods 300

Retail TouchPoints

MARCH 29, 2022

The end result was a win-win: what began as a way to collaborate with data and optimize offers to existing customers became a robust platform for truly understanding customer needs, protecting privacy and establishing stronger relationships across online and offline channels. Invest in Privacy Technology.

Customer 213

Customer Channel Technology Improvements 213

Retail TouchPoints

JULY 21, 2022

Data privacy has come into sharper focus over the past year thanks to new state legislation and federal privacy laws like the American Data Privacy and Protection Act (ADPPA). In fact, by the end of 2024, 75% of the world’s population will have personal data protected under modern privacy regulations , according to Gartner.

Marketing 277

Marketing Consumer Information Customer Retention 277

Retail TouchPoints

JULY 28, 2022

Other technology providers offer solutions that design some or all of a virtual try?on on experience. Virtual try-on technology introduces important privacy obligations. What is clear is that the Illinois Biometric Information Privacy Act, or “BIPA,” introduces real risks of litigation. What to Look Out For.

Retail 252

Retail Customer Data Information Consumer 252

Retail TouchPoints

APRIL 22, 2024

In the not-so-distant past, customer experience (CX) was a straight line — a predictable journey from point A (the customer’s question) to point B (the company’s answer). Welcome to the future of retail, where the checkout lines are virtual, the service is personal and the experience is anything but linear.

Customer Experience 306

Customer Experience Arts Customer Telecommunications 306

Retail TouchPoints

FEBRUARY 6, 2024

The technology, it turns out, largely functions as promised: AI is in fact quite good at making personalized recommendations. Which is to say that while the AI boosters have done excellent work persuading the marketers, they have their work cut out for them with the people who actually matter, i.e. customers.

Recommendation 281

Recommendation Customer Hobbies Technology 281

Forrester eCommerce

JUNE 15, 2020

A Flash-Point Week For Facial Recognition Last week, IBM, Amazon, and Microsoft came out and made some big announcements on how they intend to halt or ban the use of facial recognition technology for law enforcement.

Marketing 340

Marketing Technology Customer Experience B2C 340

Forrester eCommerce

MAY 2, 2019

In the last few years, biometric technologies from fingerprint to facial recognition are increasingly being leveraged by consumers for a wide range of use cases, ranging from payments to checking luggage at an airport or boarding a plane.

Payment Services 371

Payment Services Technology Consumer Customer Experience 371

Groove

SEPTEMBER 5, 2023

It was a period of rapid industrialization, fueled by advancements in technology and automation. Concerns and Benefits of Automation As with any significant technological advancement, the introduction of automation brought about concerns and fears. AI and machine learning are poised to revolutionize the eCommerce industry further.

Presentation 195

Presentation eCommerce Merchant Services Technology 195

Retail TouchPoints

DECEMBER 15, 2023

Broadening Chewy’s Customer-Centric Vision Chewy partnered with both veterinarians and customers to design the in-practice and post-visit experience and create “thoughtfully designed spaces for the comfort and privacy of our customers and care team,” Mita Malhotra, President of Chewy Health, shared in a statement.

Fulfillment 252

Fulfillment Customer Channel Operations 252

RTP blog

MARCH 5, 2018

The study also finds downtime severely impacts customer loyalty, employee productivity and overall business operations. Key to the technology backbone and backend ecosystem are routers and other networking equipment, not the most glamorous part of retail but indispensable nonetheless. Remote Management.

Technology 150

Technology Retail Operations POS 150

Retail TouchPoints

MARCH 25, 2021

By 2022, regulations designed to protect consumer privacy and major technology companies will require users’ explicit permission to share and use data generated from digital interactions. is slowly following suit: California passed its own Consumer Privacy Act ( CCPA ) in 2018, and new national legislation was introduced in the U.S.

Retail 264

Retail Consumer Social Media POS 264

Retail TouchPoints

AUGUST 29, 2023

Creating a competitive advantage in personalization is based on a company’s ability to capture, analyze and use personalized customer data, as well as understand, customize and optimize the customer journey, all at scale.

Multi-channel 230

Multi-channel Retail Customer Experience Customer Data 230

365 Retail

JUNE 21, 2021

Specsavers has selected Accenture to help improve and modernise its technology capabilities. This will drive efficiencies across its business and enhance the service experience for its customers, store partners, and colleagues. As such, for health retailers, customer experience has never been more important.

Technology 65

Technology Customer Experience Improvements Beauty and Health 65

Retail TouchPoints

FEBRUARY 23, 2023

Widespread interest in and acceptance of AI in all of its forms — particularly among younger shoppers — means that it’s not a matter of when customers will accept the technology but how retailers should react to it. The trick is to make sure the benefits outweigh the inconvenience of learning a new technology.

Retail 257

Retail Technology Customer Experience Consumer 257

Retail TouchPoints

AUGUST 23, 2023

Phygital retail experiences, in which physical elements and technology coexist, offer opportunities to bring customers closer to your brand. Technology in lighting, music, visual merchandising and other physical elements helps brands create immersive in-store experiences.

Travel 209

Travel Clothing Technology Customer Loyalty 209