Forrester eCommerce

OCTOBER 16, 2023

According to Forrester’s Marketing Survey, 2023, financial services marketers in Asia Pacific (APAC) find improving marketing’s ROI or effectiveness more difficult than their peers in other regions and industries.

Financial Services 439

Financial Services B2C Marketing Technology 439

Forrester eCommerce

FEBRUARY 23, 2024

I am happy to announce that my coverage area now includes Data Center Services, Infrastructure Outsourcing, and Semiconductors. This is in addition to my existing coverage of Technical Debt and Enterprise Architecture.

Technology 409

Technology Customer 409

Forrester eCommerce

SEPTEMBER 19, 2023

US financial services brands are struggling to earn high levels of customer trust. Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022.

Financial Services 424

Financial Services Banking Improvements Management 424

Retail TouchPoints

APRIL 9, 2024

Best Buy is expanding its partnership with Google Cloud to leverage generative AI technology for new customer service tools. The self-service tool will be available on BestBuy.com, on the Best Buy mobile app and when customers call the retailer’s customer service line. As early as late summer, Best Buy customers in the U.S.

Customer 290

Customer Subscription Customer Experience Technology 290

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 217

Customer Channel Management 217

Forrester eCommerce

JANUARY 11, 2022

The “Security Services Flywheel” is based on the Disney Flywheel. It serves as an explainer on why security services continue to stay relevant, no matter how sophisticated products get.

Customer 368

Customer 368

Forrester eCommerce

OCTOBER 2, 2023

In certain industries such as financial services, IT has an outsized contribution to overall corporate scope 1, scope 2 and scope 3 emissions. The demand […]

Financial Services 410

Financial Services Information Technology Operations 410

Retail TouchPoints

SEPTEMBER 20, 2023

Walmart has opened its first-ever Pet Services center at the same store in Dallas, Ga. The Walmart Pet Services center will include a self-serve pet washing station. We know that pet services are essential for pet parents, but for many the experience can be costly and disjointed,” said Shadiow. “At in a statement.

Operations 264

Operations Supplies Customer Other 264

Forrester eCommerce

MARCH 18, 2024

Last week, we issued our analysis of the Q4 2023 earnings announcements of large public technology service providers. First, tech service providers grew much slower in 2023 than in 2022 signaling a belt tightening in technology spend. Our takeaways? While […]

Technology 424

Technology Customer 424

Forrester eCommerce

AUGUST 16, 2023

Does your brand employ a loyalty services provider in addition to a loyalty technology provider? Services providers help here. If not, you should consider it. This blog answers key […]

Improvements 349

Improvements Technology Blog Customer Loyalty 349

Forrester eCommerce

MARCH 15, 2021

With the recent announcement that Dapr has reached its first production-ready release, we finally see a viable response to Istio and perhaps the rest of the service mesh industry from Microsoft. If you’re not familiar, Dapr is a coding framework intended to solve the challenges of modern distributed applications.

Information 546

Information Technology Operations 546

Forrester eCommerce

JANUARY 16, 2024

Continuous Automation Testing: Now More Essential Than Ever The testing services market is significant and over four times larger than the market for testing products. Our estimation puts it at over $23 billion, showing growth from $21 billion in 2019, with a conservative annual growth rate of 2.5%.

Marketing 285

Marketing Information Technology Operations 285

Forrester eCommerce

MARCH 20, 2023

In times like these, customer service teams are often pressured to cut costs – at all costs. It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. While we don’t expect that to change entirely, we […]

Customer 354

Customer Customer Experience Omnichannel 354

Forrester eCommerce

AUGUST 28, 2023

There is no proof that Michelangelo said this, but it is a beautiful metaphor apropos to building conversational AI (chatbots and voice self-service) applications with generative AI and large language models (LLMs). “I saw the angel in the marble and carved until I set him free.” At the recent Five9 CX Summit event, I learned […]

Events 369

Events Customer Experience Customer 369

Retail TouchPoints

DECEMBER 15, 2023

The company has spent the last few years bolstering an end-to-end experience that spans shopping, healthcare and services. Chewy Vet Care will be part of the broader Chewy Health portfolio, which includes its pharmacy, Connect with a Vet tele-triage service, and the CarePlus suite of pet-first insurance and wellness plans.

Fulfillment 277

Fulfillment Customer Channel Operations 277

Retail TouchPoints

OCTOBER 25, 2023

GNC is expanding its virtual healthcare service, GNC Health , to offer low cost and convenient care to customers. The health and wellness retailer initially rolled out free healthcare services to members of its paid loyalty program, GNC Pro Access, in June 2023.

Customer 264

Customer Shipping Costs Shipping Consumer 264

Retail TouchPoints

SEPTEMBER 21, 2023

Walmart is continuing its encroachment onto Amazon ’s turf with the addition of a new subscription service for repeat purchases, similar to Amazon’s Subscribe and Save offering. Customers also can start the return process on their phone and then drop off the item with Curbside Return Service.

Subscription 264

Subscription Apparel Reference Information 264

Retail TouchPoints

MARCH 18, 2024

Ebay has added luxury apparel to its consignment service , so sellers can now hand off the listing and selling of these goods to Ebay experts. The consignment service is one of many programs and initiatives Ebay has developed to help brands, sellers and buyers support the circular fashion movement. UK and Germany, the company reported.

Apparel 173

Apparel Shipping Labels Shipping Costs Fashion 173

Retail TouchPoints

AUGUST 22, 2023

Amazon has relaunched its ground shipping services for sellers after pausing operations in 2020. Amazon Shipping will provide delivery service within the U.S. Postal Service “to fully cover all delivery destinations,” according to the website, and will position Amazon as a direct competitor to FedEx and UPS.

Shipping Costs 246

Shipping Costs Merchant Services Shipping Fulfillment 246

Retail TouchPoints

NOVEMBER 8, 2023

Getir has purchased fellow grocery delivery service FreshDirect , a division of Ahold Delhaize , in a deal that is expected to close by Nov. No changes for FreshDirect customers are anticipated following the acquisition, with customers continuing to be served by local delivery teams and no changes to the DeliveryPass service.

Food and Beverages 289

Food and Beverages Omnichannel Customer Loyalty Customer 289

Retail TouchPoints

FEBRUARY 7, 2024

The service already is live for most customers of these banners; Food Lion will pilot with DoorDash in February and expects to launch in its markets in March. “As The speed and ease of DoorDash and its strong reputation for providing great customers service aligns with the priorities of each of our local brands.”

Omnichannel 264

Omnichannel Customer Marketing Retail 264

Retail TouchPoints

JANUARY 10, 2024

Amazon has debuted a new service called Health Condition Programs aimed at helping people more easily discover and enroll in digital health benefits and programs that are available through their employer or insurance plan to manage chronic conditions, but that they may not be aware of.

Customer 289

Customer Subscription Management Improvements 289

Retail TouchPoints

MAY 9, 2023

Bergdorf Goodman has launched its Conscious Closet program, designed to extend the useful life of customers’ luxury goods through a range of personal styling, alteration, repair and resale services. ” .

Jewelry 311

Jewelry Accessories Clothing Gifts 311

Forrester eCommerce

FEBRUARY 16, 2023

The customer service technology world is particularly saturated with these announcements; it seems like we can’t go a day without seeing another one. Not a huge […]

Social Media 368

Social Media Customer Technology Other 368

Retail TouchPoints

JANUARY 16, 2024

Samsonite has implemented a new mobile-driven experience across its European stores, powered by Oracle Retail Xstore Point of Service and implemented by Oracle Retail Consulting. The technology adds to Samsonite’s growing tech stack, which includes Oracle Retail Xstore Office and Oracle Retail Order Broker Cloud Service.

Mobile 263

Mobile POS Channel Recommendation 263

Forrester eCommerce

MARCH 21, 2024

Right now, the hottest ticket in town might be Dune 2, but running a close second is SSE – the Security Services Edge which is a fancy acronym for cloud-delivered, user-focused security capabilities that protect the remote workforce.

Customer 276

Customer 276

Forrester eCommerce

JANUARY 13, 2021

With rising interest in service meshes, many application development and delivery pros’ first encounter with one leaves them wondering how they differ from API gateways. Are service meshes their own product category? These questions miss the point: service meshes need to fade away into the background of […].

Management 485

Management Information Technology 485

Retail TouchPoints

AUGUST 7, 2023

The service, which debuted in November 2022, now provides message-based consultations in 34 states and video visits nationwide. Amazon provides multiple health services to provide the choice, convenience and continuity of care customers need when it comes to their health.

Shipping Costs 245

Shipping Costs Subscription Shipping Mobile 245

Retail TouchPoints

DECEMBER 4, 2023

During this episode of Experience Insiders, she shares how JCPenney is leveraging consumer insights to inform its in-store services, and how the company is using beauty and self-care services to drive traffic, engagement and loyalty.

Information 264

Information Consumer Retail 264

Forrester eCommerce

SEPTEMBER 18, 2020

COVID-19 and the associated containment measures are accelerating digital transformation and automation in financial services.

Financial Services 545

Financial Services Banking Customer Technology 545

Retail TouchPoints

NOVEMBER 6, 2023

To position themselves as the ultimate holiday shopping destinations, Nordstrom and Nordstrom Rack are doubling down on helpful services, compelling brand partnerships and unique in-store shopping experiences. In-store shoppers can capitalize on some additional holiday perks, including gift wrapping and personalization services.

Gifts 255

Gifts Department Stores Shipping Events 255