Retail TouchPoints

DECEMBER 13, 2023

Retail TouchPoints asked experts across the store design, experience and technology realms to share the trends they believe will drive brick-and-mortar innovation. Trend 3: Store Design Teams Become ‘Experience Teams’ When a brand decides to open a new store, the design team cannot work within its own silo.

Sporting Goods 323

Sporting Goods Technology Omnichannel Operations 323

Forrester eCommerce

FEBRUARY 11, 2019

After New York City, San Francisco, Sydney, Singapore, and London, Forrester hosted its first event dedicated to customer experience in Paris, France. for a networking event to discuss CX trends and best […].

Customer Experience 364

Customer Experience Customer Events B2C 364

Forrester eCommerce

FEBRUARY 21, 2024

In two new reports on healthcare trends, we explore how HCOs can weather the storm and overcome these challenges. Healthcare organizations (HCOs) are navigating turbulent waters as they confront long-standing industry challenges and broad economic currents. The convergence of these factors tests HCOs’ adaptability and resilience.

Customer Experience 373

Customer Experience Customer 373

Forrester eCommerce

APRIL 29, 2024

Read on to explore Forrester's take on the top digital CX and design trends to watch for in 2024.

Customer Experience 264

Customer Experience Customer 264

Digital Doughnut

JUNE 13, 2022

Customer experience has become a decisive factor in choosing between available products and their alternatives and companies are well aware of that. Therefore, marketers have to find new and unconventional ways to improve their customer experience.

Customer Experience 105

Customer Experience Customer Improvements Marketing 105

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 264

Shipping Costs Customer Experience Supplies Improvements 264

Retail TouchPoints

MAY 12, 2023

Nearly 25% of construction workers are older than 55 — a growing trend that may see an industry short of over 340,000 workers by 2024. Instant access to highly-skilled personnel with niche experience. Flexibility in your company’s response to market trends and customer demands.

Customer Experience 344

Customer Experience Customer Travel Technology 344

Forrester eCommerce

JULY 4, 2023

The customer journey mapping (CJM) platform landscape is an eclectic, innovative market where vendors’ go-to-market strategies and focus vary. CX pros […]

Customer 369

Customer Marketing Customer Experience Management 369

Retail TouchPoints

JANUARY 24, 2024

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. This trend requires businesses, particularly in ecommerce, to seamlessly blend their online and offline sales channels.

B2B 263

B2B eCommerce BigCommerce Omnichannel 263

Forrester eCommerce

AUGUST 2, 2021

just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer-experience team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development and restaurant solutions. McDonald’s Corp.

Customer Experience 334

Customer Experience Customer Operations Marketing 334

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 306

Customer Experience Social Media Customer Live Chat 306

Retail TouchPoints

JUNE 29, 2022

That means they are thinking more holistically about the brand experience. Regina Bailey, Senior Director of Retail Strategy for Menasha, chatted with Andrew Gaffney about the hot trends and topics guiding CPG investments.

Customer Experience 242

Customer Experience Customer Consumer Retail 242

Forrester eCommerce

JUNE 29, 2021

Even before the pandemic organizations, across industries, have been grappling with how to manage customer experiences across physical and digital touchpoints.

Customer Experience 285

Customer Experience Customer Management Retail 285

Retail TouchPoints

SEPTEMBER 7, 2022

Gen Z’s influence on retail shopping trends is extremely strong. When designing sensory experiences, brands must allow for neurodiversity among their customers. Like Gen Z, the human-centered approach is still the core strategy. How it’s expressed is what differs. Gen Z ’ s Push for Equity is for All.

Customer Experience 289

Customer Experience Customer Social Media Arts 289

Retail TouchPoints

MAY 3, 2023

Let’s dive straight into it and unriddle the mystery of creating modern, highly personalized customer experiences while increasing performance in the cookieless future. Identifying customer trends and behavior required analyzing data in volume and speed that were beyond the capabilities of their in-house teams.

POS 276

POS Customer Experience Customer Technology 276

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

Forrester eCommerce

OCTOBER 22, 2020

I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA. It’s a chance to […].

Customer Experience 301

Customer Experience Customer Presentation Events 301

Digital Doughnut

MARCH 30, 2023

In today's hyper-competitive business landscape, providing a great customer experience is no longer optional. Customers expect personalized and convenient experiences, and businesses that fail to meet these expectations risk losing customers to their more customer-focused competitors.

Customer Experience 59

Customer Experience Customer eCommerce 59

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

Forrester eCommerce

JUNE 16, 2023

In our latest report, The US Health Insurers Customer Experience Index Rankings, 2023, we reviewed and dissected the latest Customer Experience Index (CX Index™) data for the industry — and became keenly aware of […]

Customer Experience 195

Customer Experience Customer 195

Retail TouchPoints

FEBRUARY 9, 2022

This innovation only looks set to continue throughout 2022, so to make sure your brand stays at the forefront of these digital developments, here are four of the most innovative trends in ecommerce design to explore this year. But that doesn’t necessarily mean they’re seeking the same experiences as before.

eCommerce Design 306

eCommerce Design eCommerce Travel Mobile 306

Forrester eCommerce

SEPTEMBER 8, 2023

Has The Economy Got You Down? Inflation is rampant, and beleaguered consumers are reeling from high prices.

Consumer 411

Consumer Customer Experience B2C Customer 411

Retail TouchPoints

JUNE 1, 2022

There are 10 Trends unfolding before us right now, very much worth watching. The Top 10 trends driving retail growth today are not predictions; they’re real and happening right now. The fact is, when it comes to what’s ahead for retail, no one really knows. Shoppers are returning to stores, again. This is growing, every day.

Retail 299

Retail Games Magazine Demo 299

iVend

MARCH 17, 2023

Ask any retailer and they’ll tell you that an enhanced customer experience is at the top of their ‘must do’ list. Improving customer experience is the key to winning new customers, keeping existing ones happy and bumping up revenue and profit. iVend helps retailers analyse data for an enhanced customer experience.

Customer Experience 98

Customer Experience Improvements Customer Retail 98

Forrester eCommerce

OCTOBER 27, 2023

It’s that time of year. The leaves turn color. So do the cups at Starbucks. And retailers lick their lips in anticipation. The media is already agog with all kinds of predictions about the holiday — some surprising, some banal, and some downright wrong. I’ve done the clicking and the reading and wheat-from-the-chaff-separating so you […]

Retail 391

Retail Customer Experience Consumer B2C 391

Retail TouchPoints

APRIL 21, 2022

Retail industry professionals know how vital it is for them to stay abreast of the latest consumer and societal trends. When your job is ultimately about pleasing the public with the products you offer, you’d better have a solid grasp of what’s important to customers today — and most of all how their expectations may change in the future.

Retail 278

Retail Workshop Events Consumer 278

Retail TouchPoints

OCTOBER 24, 2023

Culture and Community are Core to Success The idea of building community around a brand has firmly moved from “new trend” to “necessity,” particularly for brands targeting younger consumers or playing in ultra-competitive categories. We lean into a lot of trending moments, games that are launching and cultural moments.”

Food and Beverages 278

Food and Beverages Workshop Games Consumer 278

MagentoBrain

FEBRUARY 21, 2023

The following will describe the seven major marketing trends in 2023 for readers, as well as six tool applications that marketers cannot ignore! This blog will take you to discuss the latest digital and online marketing trends in 2023, and how marketers can prepare and respond to these market trends.

Customer Experience 52

Customer Experience Customer Marketing Payment Services 52

Digital Doughnut

SEPTEMBER 29, 2023

Explore the essential customer service marketing trends that can transform your strategy and boost customer loyalty. Create an impactful customer experience.

Customer 96

Customer Marketing Customer Loyalty Customer Experience 96

Retail TouchPoints

JULY 27, 2020

Earlier this year, we released a report, titled “The Best Vision is Insight,” outlining our predictions for the top retail trends of 2020. Now, the newfound immediacy of the trends has, if anything, made them more insightful. Here’s a list of the original five trends with additional thoughts on their relevance today.

Payment Services 239

Payment Services eCommerce Small Business Retail Retail 239

Retail TouchPoints

NOVEMBER 3, 2021

Buzek, who has studied and quantified retail technology for decades, shared the top 10 contactless trends to watch for in the coming months and years. margin points when their customers’ journeys are not optimized, but when they are optimized, they can recover about 70% of that margin loss,” explained Buzek.

Payment Services 363

Payment Services Shipping Costs Electronics Fulfillment 363

Retail TouchPoints

NOVEMBER 18, 2020

The coronavirus pandemic has pulled retailers in a number of different directions as they react to shifting shopping trends and new expectations generated by the explosion in ecommerce shoppers. However, this creates a new challenge in maintaining an optimal customer experience, particularly in touch-sensitive retailing segments like grocery.

Customer Experience 274

Customer Experience Customer Technology eCommerce 274

lateshipment

SEPTEMBER 4, 2020

Making your site visually appealing, building intuitive navigation, and making it easy for visitors to make purchases when they’re ready to do so are well-recognized ways to improve on-site customer experience. Below, however, are some more subtle points that will help you piece together a better on-site customer experience.

Customer Experience 219

Customer Experience Improvements eCommerce Customer 219

lateshipment

JANUARY 17, 2023

The main reason is due to the fact that customer experience (CX) much like e-commerce is an ever-changing area and you need to keep yourself updated with new trends in the field to thrive and enjoy success. Before we get started with the CX trends you must be aware of/ implement in 2023, let’s revisit things a little. .

eCommerce 130

eCommerce Merchant Services Omnichannel Customer Experience 130

Kissmetrics

MARCH 22, 2018

Stitch Labs is a purpose-built inventory management software to help brands improve customer experience and scale efficiency. When we talk about the future of retail, industry news is abuzz with the idea of brands creating experiences for their customers. Using Data To Improve Customer Experience.

Customer Experience 279

Customer Experience Customer Shipping Costs Gifts 279

Retail TouchPoints

SEPTEMBER 20, 2023

Instead of “telling the brand story,” which is a fixation in much of the retail universe, it pulls the client into an experience where the client becomes the brand, or becomes an actor in the living story of the brand. Q New York doesn’t look like a radical experience, though it truly is.

Retail 261

Retail Fashion Presentation Omnichannel 261

Forrester eCommerce

FEBRUARY 27, 2023

Customer experience leaders will face an upward climb in 2023. But some CX leaders will succeed. Our practical advice can help you beat the odds.

Customer Experience 195

Customer Experience Customer Management 195