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 319

Retail Customer Consumer Customer Experience 319

Forrester eCommerce

DECEMBER 8, 2020

On December 2, we published The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020, which is a continuation of the Forrester Customer Experience (CX) team’s study of the consulting market that supports CX professionals.

Customer Experience 228

Customer Experience Customer Marketing 228

Retail TouchPoints

APRIL 10, 2024

Since 2020, the global economy has sat on pins and needles as the fallout from COVID-19 rippled through 2021, 2022 and 2023. But there is a way forward, a balance that allows for costs to be recovered and keeps base customers happy and loyal. These areas won’t address every customer’s discontent over higher prices.

Customer Loyalty 264

Customer Loyalty Payment Services Customer Consumer 264

Forrester eCommerce

NOVEMBER 5, 2020

This year, I led my first custom survey research for Forrester, the 2020 State of Modern Technology Operations survey. We selected a random panel of 268 digital and IT professionals with day to day responsibility for operating digital systems. (We We did *not* rule out developers, as long as they also had runtime responsibilities).

Operations 521

Operations Technology Customer 521

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

MAY 12, 2020

In the highly competitive world of commerce, retailers and brands must invest in tech initiatives that will differentiate them, drive revenue growth, and keep their customers satisfied.

Retail 451

Retail Technology Customer 451

Optimizely

MAY 27, 2020

With June just around the corner, it’s time for our Spring 2020 Release. The Zaius team spent most of the year’s second quarter building upon features that we released at the beginning of 2020, including On-Site Personalization, new Touchpoint Summary Reports, and our SMS & MMS solution. Adding Country Code Selection to a Web Form.

Improvements 195

Improvements Customer Recommendation Omnichannel 195

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 384

Webinar Other Customer Experience Information 384

Forrester eCommerce

DECEMBER 8, 2020

In a tumultuous 2020, ravaged by a pandemic and witness to a surging demand for equality, six brands occupied the spotlight. The Best Brands Are Forged In The Crucible Of Crisis As I spent 2020 researching, writing about, and working with brands, it was clear that branding as usual wasn’t cutting it. I had to […].

Customer 475

Customer 475

My Wife Quit Her Job

JUNE 1, 2020

Print on demand companies (POD) are a valuable platform for entrepreneurs looking to sell customized products without worrying about order fulfillment and without spending any money. With a print on demand company, you can instantly offer hundreds of personally customized products at the push of a button. If you are interested.

Customer 209

Customer Order Fulfillment Fulfillment eCommerce 209

Forrester eCommerce

OCTOBER 23, 2020

In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.

Customer Experience 477

Customer Experience Customer 477

Forrester eCommerce

NOVEMBER 4, 2019

In 2020, insurance companies will battle back against the market changes by focusing on three key areas. Read Forrester's predictions for the insurance industry here.

Customer 277

Customer Marketing 277

Forrester eCommerce

NOVEMBER 17, 2020

2020’s Remote Work Is The Exception No Business Wanted The sudden arrival of the COVID-19 pandemic has thrust every organization into a patchwork of unplanned workforce responses.

Customer 434

Customer 434

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 380

Mobile Marketing Customer Experience B2C 380

Forrester eCommerce

NOVEMBER 17, 2019

So, we issued our 2020 DevOps predictions. Here are some of the additional trends Forrester is tracking in DevOps for 2020: The end of plan/build/run and stage gates. We were limited in number and format and there were a lot of great ideas.

Operations 356

Operations Management Customer 356

Forrester eCommerce

JANUARY 16, 2020

Customer service is hard. Connected customers compare your service experiences not just with your competitors but also with the best experiences that they’ve had with consumer brands. Modernizing customer service operations takes a long-term investment in AI and automation to better […].

Customer 285

Customer Operations Consumer 285

Forrester eCommerce

DECEMBER 14, 2020

Eager as B2B marketers may be to turn the page on 2020, there were clear positives amid the challenges. Here are eight lessons to carry into the new year.

B2B 493

B2B Marketing Customer 493

Forrester eCommerce

FEBRUARY 8, 2021

We’re taking a look back to what we predicted would happen in 2020, and grading our predictions. You’re probably tired of hearing about 2021 cybersecurity predictions. This is something different. After all, why make predictions in the first place if we’re not going to reflect and assess ourselves afterwards?

Management 353

Management Customer 353

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

JUNE 28, 2023

Under Armour has named long-time Marriott executive Jim Dausch as its new Chief Customer Officer (CCO), effective July 24, 2023. Collier, who has been CPO since 2020, will be replaced on an interim basis by Dan Leraris, currently SVP and Head of Global Apparel, while Under Armour initiates a search for a permanent replacement.

Multi-channel 279

Multi-channel Customer Supplies Apparel 279

Forrester eCommerce

JANUARY 20, 2020

I’ve just returned from NRF 2020. They showed how to deliver real-time Retail, applying technology to win, serve, and retain the most demanding retail customers. This year the emphasis was more than ever on boosting supply chain responsiveness to anticipate customers’ latent demand. […].

Retail 221

Retail Supplies Technology Customer 221

Forrester eCommerce

OCTOBER 22, 2020

One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA. I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. It’s a chance to […].

Customer Experience 292

Customer Experience Customer Presentation Events 292

Forrester eCommerce

DECEMBER 16, 2019

Traditional technologies are no longer addressing the growing needs of modern business, that’s why a massive quantity of tech and telecom vendors, and now a significant amount of enterprises & government agencies are all expanding their investments in Edge Computing for 2020. And why you should do the same.

Technology 410

Technology Customer 410

Forrester eCommerce

MARCH 1, 2021

This week, we published scores for our 2020 cloud predictions. This is an exercise we do every year to hold us — the prediction-makers — accountable to our predictions. We assess if our predictions came to pass and explicitly call out if we were vague, too aggressive, or just simply wrong. Although we pride ourselves […].

Operations 292

Operations Customer 292

Forrester eCommerce

OCTOBER 28, 2019

2020 will mark the beginning of a final fight for relevance for the CMO role. Read our predictions for how the role will evolve.

Customer 306

Customer Marketing 306

Forrester eCommerce

MARCH 13, 2020

Based on recent events, we are revising our tech market forecast for 2020 downward. In the best case, we are now looking at US and global tech market growth slowing to around 2% in 2020. That assumes that the US and other major economies have economic declines in the first half of 2020, but recover […].

Marketing 432

Marketing Events Other Customer 432

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 269

Events Blog Marketing Customer Experience 269

Retail TouchPoints

JULY 21, 2023

Walmart has introduced Walmart+ Assist for customers receiving government assistance, providing memberships for half the regular fee: $6.47 Walmart introduced the membership program in 2020 in part to compete with the immensely popular Amazon Prime program. per month or $49 per year.

Shipping Costs 246

Shipping Costs Customer Webinar Shipping 246

Forrester eCommerce

JUNE 15, 2020

After releasing “The Forrester Wave™: Continuous Delivery And Release Automation, Q2 2020” earlier this month, it’s a good time to pause and reflect on (in the immortal words of the Grateful Dead) “what a long, strange trip it’s been.” ” We’re about 10 years into the DevOps journey.

Operations 435

Operations Customer 435

Forrester eCommerce

JANUARY 20, 2020

I’ve just returned from NRF 2020. They showed how to deliver Real-time Retail, applying technology to win, serve, and retain the most demanding retail customers. This year the emphasis was more than ever on boosting supply chain responsiveness to anticipate customers’ latent demand. […].

Retail 195

Retail Supplies Technology Customer 195

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 460

Mobile Customer Experience Customer 460

Forrester eCommerce

MAY 10, 2021

It’s impossible not to see how consumers have felt the pressure of the 2020 pandemic. People have faced job losses, extended furlough, or enforced remote work while also managing home schooling, and the social (and psychological) impact of lockdowns.

Customer 433

Customer Management Consumer Customer Experience 433

Forrester eCommerce

FEBRUARY 8, 2021

It’s official: 2020 was a sucky year for fintech funding. After rising rapidly from under $1 billion in 2010 to over $41 billion in 2019, fintech funding dropped appreciably in 2020. Overall investment in fintech was down 31% in 2020 compared to the previous year.

Customer 292

Customer 292

Forrester eCommerce

MARCH 27, 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 339

Retail Customer 339

BigCommerce

MAY 10, 2021

In 2020, it grew to $861B according to Digital Commerce 360. Ecommerce is having its moment. Every year, ecommerce accounts…

Customer 475

Customer eCommerce BigCommerce 475