Forrester eCommerce
OCTOBER 20, 2020
Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Learn why in our customer insights predictions for 2021. Something new and different.
Forrester eCommerce
OCTOBER 21, 2020
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.
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Forrester eCommerce
OCTOBER 15, 2020
It has never been more important for organizations to anticipate change, strengthen resilience, and become truly customer obsessed. Heading into 2021, technology — both new and existing — will help firms achieve these aims and emerge from the crisis on sound footing.
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.
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?
Retail TouchPoints
FEBRUARY 1, 2021
The landscape of commerce and delivering customer experience changed dramatically over the past year, as millions of shoppers found health, safety, social distance and remote work taking center stage in their daily lives. The customers of one of my clients, a retailer of hobbyist products, skew older and retired and did less shopping online.
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.
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. October 7th, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT The reality is that with the new wave of digital considerations, navigating expansion can be a tricky subject.
Speaker: Adam Dorfman, Lindsay Harrison, and Erin O'Brien
November 16th, 2021 at 11:00 am PST, 2:00 pm EST, 7:00 pm GMT Common mistakes brands encounter with local search and how to fix those. Four strategies to improve your local visibility for your business today. How companies have seen success by prioritizing their online reputation.
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.
Speaker: Phil Irvine, VP & Director of Audience Intelligence
To accomplish this, organizations have traditionally leaned into historical customer and product data to predict how to engage with their current and future customers in a personalized manner. August 26th, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT
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