customer-customer-experience 
Forrester eCommerce
APRIL 30, 2024
Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away. It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem.
Forrester eCommerce
APRIL 30, 2024
This year’s CX Summit North America will feature our latest insights into how AI will impact company culture, DEI priorities, customer experience, and more.
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Retail TouchPoints
APRIL 30, 2024
The retail technology revolution has brought forth many new innovations such as palm scanning and AI chatbots over the last few years, all of which have sought to meet the same goal: improving the customer experience. As for concertgoers at these same venues, over half of U.S.
Forrester eCommerce
APRIL 30, 2024
When I advise Forrester’s clients on how to think about their customer experience […] The basic concept of a strategy is that it describes what an organization plans to do, and very importantly, it excludes the things that the organization doesn’t plan to do. But it’s not just the what that matters: It’s also the how.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation.
Retail TouchPoints
APRIL 30, 2024
Women’s apparel brand J.Jill has introduced a revamped shopping experience both online and in stores as part of its new One Wardrobe. styling feature that showcases versatile pieces and encourages customers to leverage store associates for personal styling advice. Select stores also will feature a dedicated One Wardrobe.
Retail TouchPoints
APRIL 30, 2024
Destination XL Group (DXL Big + Tall) is collaborating with Nordstrom to bring its experience with larger-size apparel to the department store’s newly launched marketplace. DXL will make its extensive collection of big and tall apparel available to Nordstrom customers, embodying DXL’s “Wear What You Want” mission.
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
More and more, customers are expecting a better personalized CX. Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. But can retailers actually deliver? So what are the potential solutions?
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To actually work as they’re supposed to, omnichannel experiences require tightly integrated customer and operations experiences. What does a truly successful omnichannel personalization strategy look like? Watch now!
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Frontend performance is a critical factor in customer experience. In composable systems, data comes from a variety of sources, so how you assemble your architecture directly impacts the performance of the frontend experience.
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Business models have been slow to adapt to the shift to digital commerce, leaving brands to struggle to match customer experiences to the changing retail landscape. A composable commerce stack enables brands to take control of their omnichannel journeys, accelerating their ability to innovate customer experiences and commercial models.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. How do you use the data sitting behind a payment to find the next loyal customer? Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many.
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It’s in customer service interactions, product recommendations, marketing outreach, and yes, even commerce experiences. Then, explore use cases of AI in various industries and how it can quickly impact sales, conversions, and customer experience. AI is everywhere.
Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester
Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.
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Delivering a seamless omnichannel experience has become a standard expectation for customers, but doing so requires a special ingredient.
Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate
Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business.
Advertiser: ZoomInfo
Here’s what’s covered: How data-driven marketing drives the customer experience. This eBook highlights how data-driven strategies empower marketing campaigns through personalization tactics. Understanding marketing strategy & performance. The most challenging obstacles to data-driven marketing success.
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Frontend experience can make or break the customer journey. For many brands the idea of modernizing frontend experience is a dream too large, as they imagine the years-long project of extracting their digital operations from legacy all-in-one platforms where experience and commerce functionality are tightly combined.
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What about customer privacy and the use of data? Highlights from the playbook include how to: Score your brand’s personalization against others Use AI to boost personalization Unify your customer data Achieve a curated, scalable tech stack Get internal teams to collaborate on cross-channel experiences
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Join experts from Google Cloud, GroupBy, and Orium as they discuss the benefits of moving to a modular digital experience platform. Are you considering moving away from a monolith platform and over to composable architecture? Determine what commitments your team should make and how to identify the right people to make the change happen.
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Go beyond the basics with Algolia and Orium to explore the elements of search-and-discover you can leverage to create an optimized brand experience that delivers the right products at the right time, engaging customers throughout their shopping journeys.
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Continuous optimization is the key to digital customer experience success. AB Tasty's guide to web optimization provides insights from 50 real-world tests across different industries and channels.
Advertiser: ZoomInfo
With a cohesive, integrated tech stack, your revenue teams can deliver an excellent customer experience that sets you up to win faster than your competitors. Consolidating your tech stack is an effective cost-saving measure that drives GTM efficiency and adds value to your enterprise.
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Continuous development takes things further by giving product teams more autonomy and freedom to test out their ideas and experiment with new features in production by choosing who they want to test on. Testing in production –– why it’s important, and the many ways you can deploy your features safely and efficiently.
Speaker: John Cutler, Product Evangelist and Coach at Amplitude
In a post-COVID world, online retailers are forced to reevaluate their position and address the challenge of adopting new customer experiences. Even brick and mortar businesses are integrating more digital approaches to CX -- testing out loyalty programs and subscription-based models.
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We know that today’s customers prioritize experiences over other aspects of a brand. Customers' expectations for digital interactions are constantly rising, which puts pressure on brands to continuously optimize their digital strategies in order to stay ahead of the competition.
Advertiser: ZoomInfo
The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Develop an effective customer health scoring model to mitigate churn and identify opportunities across your customer base.
Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley
In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience. Tune into the webinar to learn: What specific channels do customers go for feedback. What should you not say?
Speaker: Andrew Regan, Managing Partner at BlueSeed Retail Ltd.
Did you know that 70% of new retail technology fails to deliver expected benefits and can often decrease customer value, service, and experience? With that in mind, how can we empower our store associates to leverage new technology to optimize the customer experience and boost productivity?
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Boost Customer Engagement: Elevate satisfaction, loyalty, and sales through personalized email and SMS automation. Master Personalization: Craft unique data-driven experiences that fuel engagement and conversions. Harmonize Touch and Tech: Balance automation with the cherished personal touch customers crave.
Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree
From social commerce to BOPIS, the name of the game is to meet and sell to customers wherever they are, through multiple channels. In this webinar, four commerce retail experts will discuss: What consumers want to experience more of in 2023. The cool new innovations shaping the commerce industry.
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