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.
Retail TouchPoints
FEBRUARY 16, 2024
With the sector continuing to experience accelerated growth, major retailers are looking for ways to maintain and build trust while dramatically improving customer experience and orchestrating cohesive customer journeys. AI-driven solutions offer businesses a powerful way to personalize customer experiences.
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Retail TouchPoints
MARCH 6, 2024
Common missteps that mismanage customer expectations include inaccurate online product descriptions, low-quality images, lack of inventory visibility or accuracy and inadequate sizing details. This approach — where customers are refunded without being required to return an unwanted item — has its place, but it’s not a blanket solution.
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. So what are the customer experience and commerce trends that will continue, or become more fully realized, in 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?
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.
Forrester eCommerce
FEBRUARY 26, 2021
Customer Experience (CX) excellence will be sorely needed in 2021. Pandemic conditions will continue to fluctuate on a local level, affecting consumer sentiment and requiring fast and accurate responses from brands.
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: 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.
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