Forrester eCommerce

JANUARY 13, 2020

We calculated it for you — at least if you are in one of the 15 industries that our new report “How Customer Experience Drives Business Growth, 2019” features. Want To Know The $ Value Of Improving CX By One Point? And if you aren’t, check out how we calculated the upside of CX (see […].

Customer Experience 293

Customer Experience Improvements Customer 293

Forrester eCommerce

JANUARY 23, 2019

As AI Eats Jobs, Agents Are More Valued Great customer service is not just about cutting costs or making operations more efficient. Trend 1: AI upends customer service operations. Automation and AI […].

Customer 384

Customer Operations Technology 384

Forrester eCommerce

NOVEMBER 8, 2018

Our Predictions 2019 guide, “Transformation Goes Pragmatic,” is live. What do we mean by pragmatism? A sense of realism, practical steps, a desire for tangible outcomes. It’s a good description for what we are seeing in a market that carried ambitious strategies into 2018 but ran afoul of internal headwinds.

Marketing 419

Marketing Customer Experience Technology Customer 419

Forrester eCommerce

MAY 9, 2019

To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019. Here’s what Sam suggests retailers and […].

Retail 356

Retail Customer Experience Customer 356

Forrester eCommerce

MAY 29, 2019

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 358

B2C Marketing Retail Online Retail 358

Forrester eCommerce

APRIL 18, 2019

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect retail for our series: “Applying 2019 Predictions to Retail.” thinks retailers and brands should expect and focus on regarding automation in 2019. Here’s what J.P.

Retail 379

Retail Technology Customer 379

Forrester eCommerce

DECEMBER 12, 2018

Every company needs edge computing on its technology roadmap starting in 2019. While many of you may see edge as exclusive to IoT, its value is much wider and will prove as critical to driving up customer experience as content delivery networks (CDN) were in the early days of the Web. Which explains why you […].

Customer Experience 397

Customer Experience Technology Customer 397

Forrester eCommerce

JULY 29, 2019

I mention it because Forrester defines customer experience (CX) as your customers’ perceptions of their interactions with your brand, and that photo drew widespread attention to the fact that perceptions can vary widely from one person to […].

Customer 307

Customer Customer Experience Management 307

Forrester eCommerce

MAY 14, 2019

In 2019, the pressure on insurance business and technology leaders isn’t letting up. Earlier this year in Forrester’s “How Five Drivers Will Shape Insurance Business Technology Investments In 2019” report and webinar, we examined the drivers shown here that are shaping insurance business priorities. What Did We Learn?

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Webinar Technology Customer 361

Forrester eCommerce

MAY 6, 2019

Well, we aren’t economists, so we are going to revisit Forrester’s 2019 CIO predictions to see if they have come to fruition. They say the best thing about being an economist is making your next prediction and not telling people why your last prediction may have been wrong. Let’s review. Things We Feel Really Good […].

Information 391

Information Technology Customer 391

Forrester eCommerce

JANUARY 31, 2019

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

Customer Experience 337

Customer Experience Technology Customer 337

Forrester eCommerce

JUNE 7, 2019

I have spent the last three days attending Infosecurity Europe 2019, the largest security trade show in the UK and Europe. As ever, before coming I have tried to predict the big theme or trends that CISOs should take note of. However, the show is very similar to last year, with incremental evolution of products […].

Information 360

Information Events Management Operations 360

Forrester eCommerce

MAY 15, 2019

Back in November, Forrester outlined its 2019 predictions for a set of hot emerging technologies. We identified which markets were likely to command big investments in the new year and even predicted that GE would turn a corner this year. Let’s see how we did so far with a few of them. Additive manufacturing will save […].

Technology 352

Technology Marketing Retail Customer 352

Forrester eCommerce

OCTOBER 3, 2019

We’re kicking off the season with our 2019 holiday blog series – like last year, Forrester analysts will blog through December to help you […].

Blog 272

Blog Consumer Retail Online Retail 272

Forrester eCommerce

JULY 9, 2019

For our annual Top Retail Technology Investments in 2019 research, we interviewed more than 40 retail industry professionals to segment the technologies into “hot,” […]. In today’s increasingly competitive retail market, every technology initiative is pitched as do-or-die.

Retail 389

Retail Technology Marketing Customer 389

Forrester eCommerce

MAY 2, 2019

When Forrester’s UX analysts put together our 2019 Digital CX Trends report, two things stood out to me as especially positive changes: First, modern design practices — like workshops, iterative prototyping, and user research — now direct digital CX efforts.

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Workshop Customer Experience Customer 336

Optimizely

MARCH 27, 2019

The Empowered Marketer was at Shoptalk 2019 in Las Vegas, along with more than 8,000 smart retailers and eCommerce experts. Here are the top strategic takeaways from Shoptalk 2019. Watch The Empowered Marketer LIVE at Shoptalk 2019. The importance of getting a handle on your customer data. and much more.

Marketing 186

Marketing Customer Data eCommerce Customer 186

Forrester eCommerce

APRIL 17, 2019

To help retailers and brands plan for 2019 and beyond, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect the retail industry for our blog series “Future of Retail: Applying 2019 Predictions to Retail.”

Blog 254

Blog Retail B2C Other 254

Forrester eCommerce

JUNE 13, 2019

I’m excited to share that our evaluation of data management platforms — “The Forrester Wave™: Data Management Platforms, Q2 2019” — is now live.

Management 357

Management Customer 357

Forrester eCommerce

AUGUST 19, 2019

Shortly after I joined Forrester’s customer experience (CX) research team, I took a trip out to San Francisco to visit with some of my old friends and contacts in the tech industry. While there, I asked each one a simple question: “What do you do for your customers?” Without fail, my interlocutors went into detailed […].

Customer 334

Customer Customer Experience 334

Forrester eCommerce

MARCH 25, 2019

Today we released our 2019 Security & Risk Recommendations report. We collected contributions from our colleagues across the Forrester Security & Risk team to identify the most important actions security leaders should take in 2019. Turns out, things are getting better for S&R pros, but challenges still remain.

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Recommendation Information Customer 316

Retail TouchPoints

MARCH 17, 2023

Amazon is facing a class action lawsuit alleging that the retailer failed to alert Amazon Go customers in New York City that they were being monitored by biometric tracking technology, including facial recognition. The customer is always in control of when they choose to be identified using their palm.”

Payment Services 264

Payment Services Customer Technology Information 264

Forrester eCommerce

JUNE 17, 2019

As you heard from us at last month’s Digital Transformation & Innovation 2019 Forum, all your innovation investments and efforts should be focused on addressing customer experience needs and challenges.

Customer 319

Customer Customer Experience 319

Forrester eCommerce

SEPTEMBER 9, 2019

Forrester is excited to announce the recent publication of “The Forrester Wave™: ECM Content Platforms, Q3 2019” report. Watch the video below to learn how this refresh of two classic Forrester Wave evaluations merged into one and what to expect from it.

Management 298

Management Information Customer 298

Forrester eCommerce

MARCH 12, 2020

Less than 50% of consumers logged into their health insurer or healthcare provider’s website or mobile app in 2019. Despite heavy investments in digital and the customer experience, HCOs are failing to meet customer needs and expectations. This is resulting in poor customer acquisition and retention rates.

Customer 284

Customer Mobile Customer Experience Consumer 284

Groove

OCTOBER 23, 2018

As digital marketers assemble their goals for 2019, increasing organic traffic is guaranteed to be at the top of many lists. So as you prepare for 2019, be sure to consider content marketing for your eCommerce store. And if you are a BigCommerce website development customer, check out BigPr.es But the best part about BigPr.es

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BigCommerce Blog eCommerce Platforms eCommerce 275

RTP blog

NOVEMBER 22, 2019

Alibaba claims more than 70% of new users in fiscal 2019 came from lower-tier cities. While Taobao’s livestreaming feature has been around for years, in 2019 it became a major focus due to intense competition as brands seek to capture customers’ attention.

eCommerce 195

eCommerce Beauty and Health Apparel Shipping Costs 195

Forrester eCommerce

AUGUST 3, 2020

I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.

Customer 284

Customer Customer Experience 284

Forrester eCommerce

JULY 29, 2019

Forrester’s recently published report, “The Forrester New Wave™: Cloud Content Platforms — Multitenant SaaS, Q3 2019,” assesses this emerging technology based on a 10-criterion survey and a two-hour briefing with each vendor. Watch the video below to learn how […].

Technology 335

Technology Marketing Customer 335

Forrester eCommerce

DECEMBER 20, 2019

My colleague Michele Pelino and I published “The Forrester Wave™: Industrial IoT Software Platforms, Q4 2019” recently, and we’ll be discussing the findings in more detail in a webinar on 30 January.

Webinar 221

Webinar Customer 221

Ecommerce Platforms

JANUARY 4, 2019

Prepare for the exciting future of ecommerce by implementing the emerging trends of 2019. Personalization and Customer Engagement. In 2019, robots will invade ecommerce stores. Well, robots such as chatbots and artificial intelligence (AI) designed to enhance a customer’s overall shopping experience. billion by 2021.

eCommerce 223

eCommerce Payment Services B2B BigCommerce 223

Groove

OCTOBER 15, 2018

That’s why we’re pulling back the curtain on a few of our tried-and-true eCommerce SEO strategies for 2019 that can drive serious results. Strategies for eCommerce SEO in 2019: Reduce Load Time. Add Customer Reviews. Read on as we go into detail for our list of essential eCommerce SEO tips for 2019. Add Customer Reviews.

SEO 271

SEO eCommerce Mobile Improvements 271

Forrester eCommerce

APRIL 9, 2019

I’m excited to share that our evaluation of loyalty technology providers — The Forrester Wave™: Loyalty Technology Platforms, Q2 2019 — is now live.

Technology 315

Technology Customer Loyalty B2C Marketing 315

Forrester eCommerce

NOVEMBER 6, 2018

Business stakeholders and CIOs in both B2B and B2C environments are planning and deploying IoT solutions to power digital transformation initiatives to revolutionize customer relationships, enhance operations, and differentiate products. IoT deployment momentum brings challenges.

B2C 404

B2C B2B Operations Management 404

Retail TouchPoints

JULY 22, 2022

The upgrades are aimed at benefiting retailers as well as customers. Cornershop, which Uber acquired from Walmart in 2019, was a key element of Uber Eats’ expansion from restaurant into grocery delivery. The improvements will start in select cities before rolling out across the country throughout the summer.

Customer Experience 278

Customer Experience Merchant Services Customer Improvements 278

Retail TouchPoints

APRIL 4, 2022

Nordstrom has promoted Ken Worzel to Chief Customer Officer and Jamie Nordstrom to the post of Chief Stores Officer, while Scott Meden, Chief Marketing Officer, and Geevy Thomas, President, prepare to retire. Since 2019, Worzel has served as the retailer’s COO, and previously filled the roles of EVP of Strategy and Development and CDO.

Operations 264

Operations Customer Supplies Management 264

Forrester eCommerce

JULY 30, 2019

Forrester is excited to announce the publication of the ‘The Forrester Wave™: ECM Content Platforms, Q3 2019‘ report.

Management 285

Management Information Customer 285