Forrester eCommerce

JUNE 1, 2021

Forrester’s Canada Customer Experience Index (CX Index™), 2021, reveals the scores of 97 brands across nine industries. In brief, when we compare only brands that we studied both at the start of the pandemic in 2020 and in 2021, the quality […]. Our full report has a wealth of data at the brand and industry levels.

Customer Experience 289

Customer Experience Customer 289

Forrester eCommerce

JUNE 6, 2022

Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022, reveals that CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Forrester eCommerce

OCTOBER 15, 2020

In 2020, for the first time in more than five years we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (which measures how successfully a company delivers customer experiences that create and sustain loyalty).

Customer Experience 259

Customer Experience Financial Services Customer Banking 259

Forrester eCommerce

NOVEMBER 18, 2020

Our research shows that customer experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. Yet most of the world’s largest financial services businesses cannot clearly answer the questions: “How much is CX improvement worth in annual profit?”

Customer Experience 214

Customer Experience Financial Services Banking Customer 214

BigCommerce

DECEMBER 18, 2019

When Exxel Outdoors’ mobile traffic started really taking off, they noticed that the revenue wasn’t following. The amount of effort it…

Customer Experience 403

Customer Experience Outdoor Customer eCommerce 403

Retail TouchPoints

AUGUST 4, 2022

These “Grinchbots” were responsible for the gaming console shortage in 2020 and early 2021. A Roadmap to a Bad Bot-Free Holiday Shopping Experience. By taking a few proactive steps, brands can deliver a world-class customer experience while managing the impact of malicious automated traffic.

Customer Experience 267

Customer Experience Customer Gifts Management 267

Retail TouchPoints

JULY 22, 2022

The service launched in July 2020 and initially served select cities in Brazil, Chile, Colombia, Peru and Canada before expanding to parts of the U.S. Uber also boosted its delivery capabilities in July 2020 through the acquisition of Postmates for more than $2.6 Uber Eats has since entered partnerships with multiple major U.S.

Customer Experience 250

Customer Experience Merchant Services Customer Improvements 250

Forrester eCommerce

NOVEMBER 19, 2020

2020 leaves another sting in its tail for UK retailers today, among them Currys PC World, John Lewis, and Very.com (even Amazon had some trouble).

Customer Experience 246

Customer Experience Customer Management Retail 246

Forrester eCommerce

APRIL 21, 2020

In a poignant sign of the times, our upcoming CX Sydney 2020 forum is going virtual. And another sign of the times? In these moments of great distress, cyber criminals are ramping up their efforts. For example, the amount of fake COVID19 related email scams has increased by 600% in the month of March. At […].

Customer Experience 307

Customer Experience Customer 307

Groove

JANUARY 8, 2021

If you thought that the fulfillment, shipping and delivery process was difficult during the 2020 holiday season, you may be in for an unpleasant surprise the weeks following the holidays. According to Adobe Analytics, 2020 Cyber Monday alone set a new record for the largest U.S. In 2020, that number topped 50%.

eCommerce 363

eCommerce Fulfillment Subscription Consumer 363

Forrester eCommerce

FEBRUARY 12, 2020

I recently hosted Forrester’s Predictions 2020 webinar, where I interviewed CEO George Colony and other Forrester thought leaders on the dynamics that will shape 2020 and beyond. Attendees were able to ask questions during the webinar, some of which could not be answered live.

Webinar 388

Webinar Other Customer Experience Information 388

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

Forrester eCommerce

DECEMBER 8, 2019

I have just published a post sharing some of our marketing predictions for 2020. It made me realize Forrester no longer publish dedicated “mobile” predictions. Because, mobile has simply become a key driver and enabler of business transformation. Mobile is embedded everywhere.

Mobile 382

Mobile Marketing Customer Experience B2C 382

Retail TouchPoints

MAY 11, 2021

Does going through the returns process make customers less or more likely to shop with you again? You can achieve that by making sure that customers get proactive communications after their purchases and by putting the exchange option front and center in the returns process. Return Rate and Negative Reviews.

Customer Experience 192

Customer Experience Customer Customer Retention Books 192

Forrester eCommerce

OCTOBER 14, 2020

It’s Amazon Prime Day and Big Billion Days week — a fitting time to kick off Holiday 2020 and Forrester’s annual holiday prep blog series.

Events 273

Events Blog Marketing Customer Experience 273

Omnisend

MARCH 18, 2020

So why does someone abandon the checkout process Read more The post How to Optimize Your Ecommerce Checkout Process For Better Customer Experience in 2020 appeared first on Ecommerce Marketing Automation | Omnisend. That is a startling number considering that most people arrive at the checkout stage to buy.

Customer Experience 88

Customer Experience eCommerce Shopping Carts Customer 88

Retail TouchPoints

JANUARY 27, 2021

This left smaller retailers searching for ways to boost online sales performance and customer experiences in the face of such stiff competition, especially for leveraging big-ticket retail events — Black Friday, Cyber Monday, Christmas — for securing much-needed revenue. According to IMF , the global economy contracted by 4.9%

Retail 279

Retail Social Media Channel Multichannel 279

Forrester eCommerce

JUNE 24, 2020

Apple revealed major announcements for the new iOS 14 system during its Worldwide Developers Conference 2020. What is coming to the iPhone demonstrates a deep understanding of our behavior and use of our devices in mobility. It also makes a clear statement on privacy and diversity principles.

Mobile 465

Mobile Customer Experience Customer 465

lateshipment

OCTOBER 23, 2020

But the 2020 season won’t just be bigger, it will be radically different thanks to one key factor: the COVID-19 pandemic. The panic around this virus and the broad swathe of destruction it has caused around the world ensure that 2020 will be remembered with dismay. How the 2020 Holiday Season Will be Different.

Shipping Costs 244

Shipping Costs Shipping Social Media Small Business Retail 244

lateshipment

FEBRUARY 14, 2020

Hence the need for Delivery Experience Management (DEM). What is Delivery Experience Management? Organizationally Delivery Experience Management (DEM) sits at the very intersection of onsite customer experience, post-purchase customer experience, and last-mile order fulfillment. . It’s that simple!

Customer Experience 260

Customer Experience Management Shipping Costs Customer 260

Forrester eCommerce

MARCH 10, 2021

2020 was no doubt a crazy year. But despite all the disruption, APAC organizations actually delivered better customer experiences in 2020 than in 2019. In India, most experiences were good despite a sharp dip in consumer spending and […].

Banking 446

Banking Customer Experience Improvements Consumer 446

Retail TouchPoints

NOVEMBER 18, 2020

A lot of these things would have been niche projects in in any other year besides 2020, but some of these are really truly scalable meaningful parts of our business for Q4,” said Brommers. However, this creates a new challenge in maintaining an optimal customer experience, particularly in touch-sensitive retailing segments like grocery.

Customer Experience 219

Customer Experience Customer Technology eCommerce 219

Omniconvert

SEPTEMBER 22, 2020

The post 5 Actionable SEO Tactics to Enhance Your eStore’s Customer Experience in 2020 appeared first on ECOMMERCE GROWTH Blog. eCommerce websites have a lot of moving parts, with hundreds to thousands of product pages and dynamic elements. Today, search.

Customer Experience 60

Customer Experience SEO Customer Blog 60

Forrester eCommerce

FEBRUARY 26, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the CMO predictions for the year, we spoke with experts Keith Johnston and Nick Monroe.

Retail 324

Retail Customer Experience Customer Marketing 324

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

Retail TouchPoints

DECEMBER 31, 2020

2020 has been an exceptional year for the retail sector, with all businesses having to rapidly adapt in some way or another. There is much for retail organizations to do to make themselves resilient to the incoming challenges, but enhancing omnichannel capabilities and building powerful ecommerce experiences will be crucial.

Consumer 329

Consumer Omnichannel Customer Experience Technology 329

Retail TouchPoints

OCTOBER 13, 2020

Although simple in concept, PWAs have the potential to massively improve a retailer’s operations, from shortening website load times to boosting natural Google search ranking, according to the Progressi v e Web Apps: The Best Kept Tech ‘Secret’ In Retail session at the 2020 Retail Innovation Conference.

Customer Experience 275

Customer Experience Customer Improvements Technology 275

Forrester eCommerce

SEPTEMBER 10, 2019

With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months.

Customer Experience 367

Customer Experience Customer 367

Forrester eCommerce

MARCH 9, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series.

Retail 324

Retail Customer Consumer Customer Experience 324

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

GetElastic

APRIL 23, 2019

They have quickly taken over customer service functions for a growing number of businesses. In fact, analysts from Gartner predict that by 2020, 85 percent of all customer interactions will be handled without a human. The post How chatbots can optimize customer experience (CX) appeared first on Get Elastic Ecommerce Blog.

Customer Experience 155

Customer Experience Payment Services Customer B2B 155

Forrester eCommerce

OCTOBER 29, 2019

Efficiency gains and improving brand affinity via customer experience will dominate B2B marketers' thinking in 2020.

B2C 210

B2C Customer Marketing B2B 210

Retail TouchPoints

SEPTEMBER 11, 2020

The retailer plans to shutter 400 to 450 stores worldwide in fiscal 2020, which ends in February 2021. 1, 2020, GameStop achieved net sales of $942 million , a 26.7% GameStop is accelerating store closure plans as part of its “de-densification” strategy. For the three months ended Aug. drop from the same period the previous year.

eCommerce 298

eCommerce Omnichannel Operations Retail 298

GetElastic

JANUARY 14, 2019

The success of industry disruptors such as Airbnb, Amazon and Tesla can be attributed to many factors, but these companies all have one thing in common — a focus on creating an exceptional customer experience, rather than just selling a product. As a result, customer expectations as a whole are evolving.

Customer Experience 136

Customer Experience Customer Multichannel Social Media 136

GetElastic

JANUARY 13, 2019

The success of industry disruptors such as Airbnb, Amazon and Tesla can be attributed to many factors, but these companies all have one thing in common — a focus on creating an exceptional customer experience, rather than just selling a product. As a result, customer expectations as a whole are evolving.

Customer Experience 150

Customer Experience Customer Multichannel Social Media 150

Forrester eCommerce

APRIL 20, 2020

In “The Forrester Wave™: Digital Wealth Management Platforms, Q1 2020” report, we identified the 13 most significant digital DWMP providers, which we evaluated across 26 criteria. We define a DWMP as: An […].

Management 324

Management Financial Services Customer Experience Customer 324

Retail TouchPoints

MARCH 21, 2024

The most visible and extreme example of this was the explosion in online spending during the first year of the COVID-19 pandemic, which saw 66% of households increase their online spending and a massive $183 billion boost in online sales between March 2020 to February 2021.

eCommerce 211

eCommerce eCommerce Platforms Events Customer Experience 211