Forrester eCommerce

JUNE 19, 2018

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products.

Customer Experience 223

Customer Experience Banking Customer 223

Retail TouchPoints

APRIL 20, 2022

The Home Depot has tapped two technology veterans for high-level positions, naming of Matt Carey as EVP of Customer Experience, a newly created role, and Fahim Siddiqui as EVP and CIO.

Customer Experience 304

Customer Experience Customer Supplies Technology 304

Forrester eCommerce

SEPTEMBER 12, 2023

Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped.

Banking 439

Banking Customer Experience Customer Financial Services 439

Forrester eCommerce

NOVEMBER 1, 2018

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide. CX Europe 2018 is just 10 days from now — Tuesday […].

Other 366

Other Customer Customer Experience Customer Data 366

Forrester eCommerce

MAY 31, 2018

The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” Unfortunately, results from Forrester’s 2018 US Federal Customer Experience Index (CX Index™) show that federal CX remains weak and uneven.

Customer Experience 223

Customer Experience Customer Management 223

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

Optimizely

MAY 15, 2018

IRCE 2018 takes place from June 5 to 8 at McCormick Place West in Chicago and, with an agenda put together by the experts at Internet Retailer magazine, it’s a can’t-miss event for everyone in ecommerce. Here are the sessions you absolutely have to attend at IRCE 2018. Marketplaces in 2018 and What’s Coming in 2019. 97% of U.S.

Internet Retail 321

Internet Retail Magazine Customer Retention Online Retail 321

RTP blog

DECEMBER 16, 2019

Brands are facing more complexity than ever with the growing needs of customers and the multiplying number of sales channels. trillion in 2018. In APAC, e-Commerce sales have tripled from $600 Billion USD in 2014 to $1.8 Clearly, online channels are no longer just a nice-to-have — they’re a necessity in our always-on world.

Customer Experience 195

Customer Experience Customer eCommerce Retail 195

Forrester eCommerce

JUNE 21, 2018

Seven auto and home insurers saw a statistically significant change to their Customer Experience Index (CX Index™) scores in 2018. As a result, the average score for the industry has moved up one point since 2017. Insurers should not get too excited, though.

Customer Experience 212

Customer Experience Customer 212

Retail TouchPoints

MARCH 29, 2024

The Home Depot has revamped and rebranded its retail media network, which first launched in 2018. Previously known as Retail Media+, the offering has been renamed Orange Apron Media.

Retail 264

Retail Customer Experience Channel Customer 264

RTP blog

JUNE 1, 2018

In 2017, retailers announced nearly 7,000 store closures, with more announcements expected in 2018. They deliver differentiated experiences and have re-imagined the function of their physical space. Retailers are delivering differentiated customer experiences through investment in store technology, people and process.

Customer Experience 150

Customer Experience Technology Customer Operations 150

lateshipment

FEBRUARY 26, 2020

On the contrary, providing a stellar post-purchase experience to your customer is your chance to increase C ustomer Satisfaction (CSAT) scores and rise above your competition particularly when companies like Amazon, Walmart, and eBay are rewriting the eCommerce playbook from a customer experience standpoint. .

Customer Experience 233

Customer Experience Shipping Costs Customer Shipping 233

Optimizely

AUGUST 9, 2018

This week, thousands of retailers converged on Boston for Etail East 2018 to network and learn the cutting edge of ecommerce. While Etail East 2018 is sadly over, that doesn’t mean the learning has to stop now. Seamless Customer Experience Wins. It’s unique to your customer.”

Shipping Costs 150

Shipping Costs Omnichannel B2C eCommerce Marketing 150

GetElastic

JANUARY 3, 2019

As we close out 2018, there’s a lot of new experiences (like checkout-free stores), surprising acquisitions (like the Amazon/Whole Foods merger) and more to reflect on and leverage for the year ahead. And of course, Amazon’s Go locations are setting a new standard for checkout-free experiences in brick-and-mortar locations.

Customer Experience 145

Customer Experience Customer Payment Services Mobile 145

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 130

Customer Experience Improvements eCommerce Customer 130

Kissmetrics

MARCH 12, 2018

This post will outline some of our predictions for those new opportunities and trends that will emerge into 2018. Blended Marketing Will Continue to Dominate in 2018. So if everything’s coming together in a more finely-tuned customer experience, what didn’t really take off as well as we expected it to?

Marketing 202

Marketing Social Media eCommerce Channel 202

Kibo

FEBRUARY 1, 2018

What is the technology that will save the customer experience? The post Looking Forward In 2018: The Technology That Will Save The Customer Experience appeared first on The Omni Channel. Is it face […].

Customer Experience 59

Customer Experience Technology Customer Channel 59

Forrester eCommerce

JANUARY 18, 2019

Back in the summer of 2017, we warned that luxury brands were out of time when it came to improving their digital customer experiences and internal operations. Luxury brands have gone from relative inertia over digital strategies to a flurry of activity, including technology upgrades, partnerships, and even acquisitions.

Customer Experience 281

Customer Experience Retail Operations Technology 281

Optimizely

MARCH 13, 2018

Shoptalk 2018 is right around the corner, which means it’s nearly time to pack your bags for The Venetian in Las Vegas. Here are the sessions you can’t miss if you’re a B2C marketer — whether focused on consumer behaviors, the rapid evolution of ecommerce, the growth of omnichannel, or the importance of customer experience.

B2C 150

B2C Omnichannel Shipping Costs eCommerce 150

RTP blog

APRIL 9, 2018

By Tom O’Keefe, 4-Tell Nordstrom has long been synonymous with the words ‘Customer Experience.’ Defining what it means to provide the white glove treatment — and proving that it equates to a fiercely loyal customer base — businesses have always looked to them for strategies to enhance the customer experience.

Customer Experience 150

Customer Experience Customer Omnichannel eCommerce 150

Retail TouchPoints

DECEMBER 18, 2023

The deal will take Farfetch private; the company has been trading on the NYSE since its IPO in September 2018. Farfetch will rededicate itself to providing the most elevated experience for the world’s most exclusive brands, while pursuing steady and thoughtful growth as a private company.

eCommerce 264

eCommerce Customer Experience Operations Customer 264

RTP blog

DECEMBER 12, 2018

editors identified the bad and the ugly of retail in 2018 , highlighting key instances where retailers and others fumbled the ball. What did you think were the best retail decisions of 2018? Overall, a very good customer experience. Last week, the RTP. Let us know in the comments below. via Chewy.com. via Chewy.com.

Sporting Goods 150

Sporting Goods Department Stores eCommerce Toys 150

Retail TouchPoints

JANUARY 2, 2024

The real opportunity lies in using your digital product strategy as a way of improving the customer experience (CX) and finding new growth opportunities. Cosmetics, which is using data to create personalized customer experiences, optimize their marketing and inform their product development — helping them stay ahead of the Gen Z curve.

Improvements 282

Improvements Retail Mobile Customer Experience 282

Retail TouchPoints

OCTOBER 14, 2021

Baratto has been with Under Armour since 2018 as Managing Director of the company’s Europe, Middle East and Africa (EMEA) region. Many major retailers have been adding C-level roles focused on boosting the customer experience and managing customer relations over the past several years.

Consumer 271

Consumer Customer Experience Management Customer 271

Retail TouchPoints

MAY 31, 2022

She will leverage her experience to help advance the omnichannel fashion retailer’s plans for growth and developing a best-in-class customer experience. Katz spent 33 years with Neiman Marcus, including eight as CEO, before retiring in 2018.

Omnichannel 278

Omnichannel Fashion Customer Experience Operations 278

RTP blog

JULY 18, 2017

By Debbie Hauss, Editor-in-Chief The third annual Retail Innovation Conference (RIC18) is now confirmed for Tuesday-Wednesday, May 1-2, 2018 at Convene in New York City. Sign up for updates and registration information for the 2018 Retail Innovation Conference here. So why should you get this event on your calendar today?

Seminar 150

Seminar Retail Workshop Events 150

Retail TouchPoints

MARCH 17, 2023

Suter joined Glossier in 2018 and has been behind much of Glossier’s brand and aesthetic work since, including a host of marketing campaigns and the brand’s recently opened SoHo flagship. She will also lead omnichannel integration, customer experience and strategy and overall business execution.

Marketing 264

Marketing Omnichannel Social Media Customer Experience 264

Optimizely

JULY 31, 2018

Come for the thought-provoking journalism that highlights customer experiences, stay for the clever British humor… or should we say, humour? Where to start: How to Attract Customers and Keep Them Forever — Customer loyalty and customer retention go hand-in-hand. But it all starts with a great customer experience.

eCommerce 223

eCommerce Shopify SEO Customer Retention 223

Retail TouchPoints

APRIL 7, 2022

Mattress Firm has hired retail and technology veteran Mickey Mericle as its new Chief Marketing and Experience Officer. She will oversee the retailer’s marketing, advertising and customer experience initiatives as well as lead the development and execution of Mattress Firm’s brand strategy and develop a forward-thinking media strategy.

Marketing 306

Marketing Customer Loyalty Customer Experience Supplies 306

RTP blog

AUGUST 29, 2018

The National Retail Federation (NRF) was vastly encouraged by the recent numbers, boosting its 2018 sales growth forecast to a minimum of 4.5% I do continue to agree with Deloitte’s Kasey Lobaugh , who shared his insights on the “ Retail Bifurcation ” during the 2018 Retail Innovation Conference. relationship with other countries.

eCommerce 150

eCommerce Retail Gifts Consumer Goods 150

Retail TouchPoints

JUNE 13, 2023

This shift toward unified commerce requires us to blur the lines between physical and digital retail and create a consistent and integrated customer experience across channels. Personalization: With the amount of choice available today, consumers expect personalized experiences tailored to their preferences and behaviors.

Supplies 289

Supplies Customer Experience Technology Omnichannel 289

Forrester eCommerce

JANUARY 31, 2019

The Future Will Temper Insurer Optimism In 2019 Insurance business technology teams caught a few breaks in 2018. Insurers face lackluster customer experience (CX) performance, renewed threats […] But 2019 is a different story.

Customer Experience 337

Customer Experience Technology Customer 337

Retail TouchPoints

FEBRUARY 13, 2024

In 2018 its Japanese marketplace was spun off and sold to Ebay , which had previously been an investor in Qoo10 parent company Giosis. Upon close, we expect the new Wish platform will have an improved customer experience through increased product assortment and merchant selection. followed by former #1 Shein.

eCommerce Platforms 249

eCommerce Platforms eCommerce Merchant Services Operations 249

Forrester eCommerce

DECEMBER 3, 2018

Like each year, we went out and asked *your* customers what they think about the experiences they had with you, and the results are in. Forrester’s Customer Experience IndexTM 2018 India Benchmark report is out! Dear Brand, It is that time of the year again.

Customer Experience 337

Customer Experience Customer 337

BigCommerce

JULY 19, 2018

According to the 2018 Direct-to-Consumer Wine Shipping Report , there are two primary reasons for this growth. N Oklahoma Y (as of Oct 2018) N/A N Oregon Y Up to (2) cases/mo. There should be no barriers between the customer and what they’re looking for. Why is this the case? N North Dakota Y N/A Y Ohio Y* Up to (24) cases/yr.

Shipping Costs 263

Shipping Costs Shipping eCommerce Merchant Services 263

Retail TouchPoints

JULY 11, 2022

The new concept builds on the retailer’s BeautyIRL concept, which launched in 2018 and is now available at more than 50 locations. Through the Skin Care Centerspaces, which were developed in partnership with L’Oréal , CVS said it hopes to offer experiences formerly afforded only to those who shop prestige beauty retail.

Beauty and Health 297

Beauty and Health POS Customer Experience Mobile 297

Forrester eCommerce

NOVEMBER 5, 2018

Customer experience (CX) was at the forefront of CMOs’ minds in 2018. Good news: The focus is creating more emotionally resonant and useful brand experiences such as Disney’s MagicBand. Bad news: The competitive advantage these experiences […].

Customer Experience 322

Customer Experience Technology Customer B2C 322