If you want to make the case for CX, check out the new data we just published in the report “Drive Business Growth With Great Customer Experience, 2017” (paywall). In our analysis, we modeled the effect of changes in CX on loyalty and business growth for 17 industries. We included four new industries per popular demand: Health […]. customer experience customer experience index (CX Index MORE

What’s the future of CX? How will Artificial Intelligence (AI) help break through the customer experience ceiling? How must CX professionals like you evolve their skills? We found a surprising – and not so surprising – answer when the Boston CXPA team celebrated CX Day. Forrester hosted the celebration with CX and UX practitioners in […]. artificial intelligence (AI) customer experience MORE

Everyone knows they need to automate. That is not a thought-provoking statement. In fact, when we ask infrastructure decision leaders their top priorities, automation shows up at #3, just behind consolidation and implementing operations analytics. However, when we dig deeper with clients, we find hesitation. I would break their concerns into three broad camps: Some […]. infrastructure & operations MORE

If you’re like most B2C marketers, you’re probably already planning out the perfect email marketing strategy for Black Friday. It has to be fun, engaging, surprising, and — most of all — effective at driving new and repeat purchases. MORE

Order received. Reset your password. Your monthly balance summary. These are just a few of the transactional email types that we all know, love and more importantly, expect. Whether you’re a rabid online shopper or someone who just uses online banking, transactional emails are important. They’re tailored for you, based on information you should have. So why is it that transactional email is often the least talked-about, most undervalued email tool in a marketer’s arsenal? MORE

Is A Rewards Program Right For You? Still not sure if a rewards program is really necessary for your business? Our quick and easy quiz will help you make the right decision. GET THE FREE GUIDE. Reward Program Strategy MORE

Last year, we brought you a list of all eCommerce Conferences in 2017. This year, we have a bigger list. If your event is missing from our list, contact us. In 2018, there are many eCommerce events happening all over the world from Canada, USA to Australia. MORE

Are your customers at-risk? You may not think so, but if a group of buyers hasn’t engaged with your brand at all in more than 30 days, they may be. If a customer ignores all your emails, hasn’t visited your site, and hasn’t made another purchase, it’s clearly time to intervene. MORE

We all know, inventory management is a foundation for retail profitability. Yet, in talking to hundreds of retailers we've discovered that many are either not practicing modern inventory methods or are simply overwhelmed by the amount of inventory data they are now able to track with modern POS software. Either way, we thought a refresher was in order! MORE

Ever wish there was an easy button to get product content to every retailer you work with? Who doesn’t? Unfortunately, you can’t simply send one version of product content to every retailer. And those retailer requests for differentiated content are by design, as Salsify co-founder Rob Gonzalez explains in a short video about the complex, messy state of product syndication MORE

After the U.S. announced its departure from the Paris Climate Accord in June, retail and supply chain professionals across all industries spoke out against the withdrawal, arguing that sustainability should be – and will continue to remain – a top priority for organizations across the globe. Since the announcement, retailers have shown increased concern […]. The post Sustainability, transparency becoming top priority for retailers appeared first on Bamboo Rose. MORE

Amazon is a game-changer, and economic multiplier and a trendsetter rolled into one. You’ve heard the hyperbole before, but in this case, it’s an understatement. MORE

You've got your ecommerce site up and running, but how do you know if you're racking up the sales you hoped to see? The most efficient way to determine the success of your ecommerce website is to track and monitor your sales performance. How do you do it? Here are a few of the key factors that you need for solid sales performance monitoring. Marketing Tactics E-Commerce Insights MORE

We are entering the age of connected car commerce. Buckle your seatbelts. Gartner predicts that by 2020, 80% of vehicles (roughly 250 million cars) will be connected to the Internet of Things. MORE

Exit popups are powerful. Earlier this year, we analyzed the performance of a sample of email popups cumulating 204 million displays. Among our key learnings, exit popups outperformed popups displayed on landing pages by +5%. MORE

By integrating back-end and front-end processes into a centralized commerce platform, retailers are able to deliver a consistent customer experience. What it really comes down to is automation and consistency. Omnichannel Retail MORE

Shifts in Google’s rankings and searcher behavior have changed how SEO’s must apply CRO. MORE

What Exactly Is An Out-Of-The-Box Retail DOM? There are two philosophies in the world of order management systems (OMS). One is that distributed order management (DOM) systems should simply be a platform that lets a retailer code and fully customize their own system. MORE

If you’re looking to provide your customers with more ways to earn points, drive participation in your rewards program , or simply increase your average order value, a bonus points event may be right for your business! However, while bonus points events can be a fantastic tool to keep your rewards program top of mind, it’s important that they are launched strategically. Reward Program Strategy MORE

Is It A Smart Retail Strategy To Accept Amazon Returns? Kohl’s has sent shock waves through the retail industry by doing the unthinkable – teaming up with the most notorious and aggressive competitor in retail, Amazon. MORE

Location-based marketing is part of our daily lives as consumers. Even when we’re not searching specifically for a service provider near us or for a product at the local Macy’s, search engines will still share relevant, local results with us anyway. MORE

Earlier in the year, we declared 2017 to be the year of DevOps and I am pleased to say, “we were right!!” With our data confirming that 50% of organizations are implementing DevOps, DevOps has reached “Escape Velocity”[1]. MORE

By Ryan James Dee, Interactions The world is flat…screened. According to the International Telecommunication Union, 81% of the developed world is online. And Global Digital reports more than half of the world’s web traffic comes from mobile devices. MORE

Organization are slow to change but technology changes quickly. If you leave the organization as is many won’t catch up with the change, and the technology maturity gap will widen between them over time. I saw this described in breakout panel at Strata Data in New York a few weeks ago. MORE

More than 5 years ago Forrester introduced the Age of Customer as a new 15 to 20 years era which saw the increasing customer empowerment in front of brands and companies. For companies, the first step in this era turned into improving the customer experience and the customer journey through an omnichannel strategy, identifying the […]. MORE

Ideally, companies that are starting an affiliate program have also considered employing an affiliate manager or a dedicated resource to overlook the program performance. In practice, the affiliate channel falls many times under the responsibility of the Online Marketing Manager or the Business Development team. And for many early software start-ups, typically product driven businesses, the company owner is also doing the affiliate’s management. MORE

This is a guest article by Devon Kelly, Sr. Director of Operations at Wiser. We’ve all heard about how the rise of eCommerce is killing the traditional brick-and-mortar store. MORE

YouTube remarketing isn’t some flash in the pan marketing opportunity. There are over 1.3 billion monthly active users worldwide on YouTube. That’s more than Instagram, Twitter, and Snapchat combined. MORE

In a perfect world, every person who lands on your site would find a product that they couldn’t live without, add it to their cart, then check out. You’d see 100% conversion rates and it would be raining cats and dogs. Of course, we don’t live in the perfect world. MORE

An interview with Marc Presuche, data nerd extraordinaire, about the makeup of an ideal optimization team, using data to make smarter decisions and the looming tower of Amazon's entry into the media world. The post Partner Spotlight: It’s Good to Be LeROI appeared first on Dynamic Yield. MORE

Our previous generation didn’t have it so easy. Now almost anyone can become an entrepreneur without breaking their bank balance to generate capital. MORE

Expert's Guide to Boosting Program Engagement. A successful program is best measured by how many members are engaged and participating. Boost your numbers with our expert advice. GET THE FREE GUIDE. Reward Program Strategy MORE

Content is basically infinite. Run a Google search for a/b testing and you can spend the rest of your life reading about it. So in this proliferation of content, it’s retention, attention, and engagement that are key for content marketers. MORE

At the recent inaugural ShopTalk Europe event in Copenhagen, Hudson’s Bay Company CEO Gerald Storch posited that retailers risk hastening their demise by taking an axe to their store counts. Clearly there are many factors that contribute to a brand’s march to the retail graveyard, yet there is mounting evidence that Storch’s observation is on the money. MORE

Tactics don’t necessarily fail because they’re bad. They fail because of the context around them. The customer segment was off. The timing was bad. Or the attempt was half-assed. It all works. SEO works. Facebook ads work. Conversion optimization works. MORE

In this year’s Customer Experience Index, Forrester ranked and measured CX quality of 28 US direct and traditional retail banks brands. The research is based on Forrester’s CX Index methodology, which measures how well a brand’s CX strengthens the loyalty of its customers. MORE

In 1935, a market researcher named Arthur Nielsen invented what would become an industry changing concept: market share. For the first time, brands had a way to measure their sales relative to competitors and relative to their category’s overall growth. MORE