Forrester eCommerce

MARCH 26, 2024

Our Digital Customer Interaction Solutions Landscape, Q1 2024 report is now live, and a Forrester Wave™ evaluation will be publishing in June. Guess what? I’m kicking off research on a new technology market! The newly published Landscape lists the 26 most notable vendors in this market and the 9 use cases they are focusing on. […]

Customer 228

Customer Technology Marketing Customer Experience 228

Forrester eCommerce

NOVEMBER 7, 2023

In the ever-evolving tech and economic landscape of 2023, this has become the battle cry of beleaguered customer success professionals around the globe as they attempt to scale their function. “Do more with less.” But it isn’t so much about doing more with less: It’s about shifting the perspective on how to provide value to […]

Customer 386

Customer 386

Retail TouchPoints

APRIL 10, 2024

But there is a way forward, a balance that allows for costs to be recovered and keeps base customers happy and loyal. Balancing Costs and Customer Loyalty Most customers have been more than forgiving and mostly understanding toward their favorite brands and retailers, while maybe just a little annoyed.

Customer Loyalty 264

Customer Loyalty Payment Services Customer Consumer 264

Forrester eCommerce

APRIL 11, 2024

The bright light of AIQ shines in this office. Image source. Low AIQ Undermines Your AI Ambitions If you’re like most leaders we speak with, you’re still figuring out generative AI and other AI solutions for employees. You’re also underestimating the amount of training and upskilling your employees need to productively use these tools.

Customer 419

Customer Other Customer Experience Technology 419

Forrester eCommerce

OCTOBER 30, 2023

Have you ever heard a leader of a successful business proudly announce that they don’t much care about understanding their customers’ needs? The data from Forrester’s recent report, The State Of Customer Obsession In B2B, 2023, is clear on the value of knowing what drives your customers. Yeah, me neither.

Customer 426

Customer B2B Operations Marketing 426

Forrester eCommerce

MARCH 27, 2024

If your approach to helping customers succeed is spread across account management, customer service, training, sales, customer marketing, etc., you’ll get a great return by consolidating it.

Customer 228

Customer Subscription Technology Management 228

Forrester eCommerce

SEPTEMBER 13, 2023

During my freshman year of college, I took a required seminar on Western civilization. Having only attended public school with traditional instruction formats, I was confused and then deeply concerned by sitting around a table with 12 classmates and the professor, discussing the classic books assigned.

Seminar 429

Seminar Customer Books Marketing 429

Forrester eCommerce

NOVEMBER 30, 2023

The 2023 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.

Customer 228

Customer Customer Loyalty Customer Experience B2C 228

Forrester eCommerce

APRIL 1, 2024

Enterprise customer service solutions support customers over a breadth of channels, and manage inquiries to SLAs. Embedded AI will make agents more productive and effective.

Customer 212

Customer Channel Management 212

Forrester eCommerce

JANUARY 23, 2024

The low-key December 21 announcement that Jigsaw, part of the ESW Capital portfolio, acquired customer advocacy and community platform Influitive has fueled post-holiday chatter among customer marketers, vendors, and strategy and services consultants.

Customer 275

Customer B2B Reference Marketing 275

Forrester eCommerce

JUNE 7, 2023

You need to deliver value to customers. Believing that your firm “delivers” value makes you the Hero. This is just like Neo in “The Matrix,” which tells a classic hero story of Thomas “Neo” Anderson, who is on a quest to free humanity from the Matrix. Trinity is his co-star. Morpheus, Agent Smith, […]

Customer 370

Customer 370

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.

Customer 369

Customer Marketing Customer Experience Management 369

Retail TouchPoints

AUGUST 8, 2023

Right now, retailers are selfishly positioning their customer journey to benefit their marketing efforts, not the end consumer. While data sourcing customer information can be a key part of any marketing strategy, it could also be the reason you’re losing revenue. Here’s why.

Customer 246

Customer Social Media eCommerce Consumer 246

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.

Customer Experience 313

Customer Experience Payment Services Improvements Customer 313

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. We can measure this.

Customer Experience 517

Customer Experience Customer 517

Forrester eCommerce

JUNE 4, 2023

In constantly changing and highly complex B2B markets, organizational growth hinges on the ability to uncover value for customers. Forrester Decisions for Revenue Operations is designed to help organizations strengthen alignment across the revenue ecosystem to maximize customer value and company performance.

Operations 369

Operations Customer Experience Customer B2B 369

Forrester eCommerce

MAY 8, 2023

CEOs believe their companies are more focused on customers than their CMOs believe. According to Forrester’s 2023 State Of Customer Obsession Survey, 90% of CEOs indicate their focus on customers guides their brand, product, and pricing strategies – while only 57% of B2C CMOs feel the same.

B2C 368

B2C Customer Marketing 368

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.

Customer Experience 368

Customer Experience Customer Other 368

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.

Customer Experience 868

Customer Experience Customer Automotive Banking 868

Retail TouchPoints

MARCH 6, 2024

Common missteps that mismanage customer expectations include inaccurate online product descriptions, low-quality images, lack of inventory visibility or accuracy and inadequate sizing details. This approach — where customers are refunded without being required to return an unwanted item — has its place, but it’s not a blanket solution.

Customer Experience 289

Customer Experience Shipping Costs eCommerce Improvements 289

Forrester eCommerce

OCTOBER 19, 2023

While Workday Solutions Marketplace is not a new concept to Workday customers, what is new is the soon-to-arrive Workday AI Marketplace. At the recent Workday Rising event, the company’s annual customer conference, Workday announced a new marketplace for its customers to find and deploy Workday-trusted AI solutions.

Customer 417

Customer Events Information Technology 417

Forrester eCommerce

NOVEMBER 22, 2023

October 30, 2023 came and passed — the date that marked the end of Broadcom’s fiscal year and the promised close for its $61 billion VMware acquisition. In anticipation of that timing, VMware shareholders were given until October 23 to decide whether to accept Broadcom shares at $142.5 per share or cash payment, of which […]

Customer 451

Customer Payment Services Information Operations 451

Forrester eCommerce

JULY 14, 2022

Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention.

Customer 370

Customer B2B 370

Retail TouchPoints

MARCH 7, 2024

If it’s true that we live in an attention economy (wait just a sec, I’m getting an email/text/Slack/LinkedIn alert…okay, I’m back), then retailers — both online and brick-and-mortar — need new tools to not just attract customers but also to keep them engaged. Retail TouchPoints (RTP): How do you define customer engagement?

Customer 279

Customer Retail Social Media Outdoor 279

Retail TouchPoints

MARCH 8, 2024

has named four executives with extensive retail experience to top posts, including naming Frank Kerr as the company’s first-ever Chief Customer Officer. where he was one of the first 50 employees, and he’ll be responsible for driving a holistic customer experience using consumer insights, marketing, loyalty and promotions. business.

Customer 278

Customer Customer Loyalty Customer Experience Marketing 278

Forrester eCommerce

AUGUST 21, 2023

Tech executives who want to center their strategies on customer value must start by acknowledging that their organization cannot “deliver” value to customers. Join us at Technology & Innovation EMEA in October this year to hear Maxie speak about "Technology's Role In Driving The Customer-Obsessed Growth Engine".

Customer 365

Customer Technology 365

Retail TouchPoints

OCTOBER 17, 2023

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. It may be exactly what contact centers need to not just move on from deflection, but have the confidence to once again encourage customers to call. And yes, customers are noticing.

Customer 278

Customer Multi-channel Channel Customer Experience 278

Forrester eCommerce

MAY 30, 2023

It’s easy to buy into the idea of customer obsession — but putting it in action is hard, continuous work. Explore these concrete ways to bring customer obsession to life.

B2B 368

B2B Customer Marketing 368

Retail TouchPoints

NOVEMBER 2, 2023

Amazon Business has added a pay-over-time option for B2B customers via an expansion of its partnership with BNPL provider Affirm. Integrating Affirm as a payment option helps us do just that, while providing more flexibility and convenience to our customers.

Payments 258

Payments Customer B2B Fulfillment 258

Forrester eCommerce

JANUARY 23, 2023

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

Customer 360

Customer Consumer 360