Europe Predictions 2022: Customer Experience
Forrester eCommerce
OCTOBER 26, 2021
In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.
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Forrester eCommerce
OCTOBER 26, 2021
In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.
Forrester eCommerce
JUNE 9, 2022
Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.
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Forrester eCommerce
DECEMBER 7, 2022
I’m pleased to share that on November 1, 2022, I joined Forrester’s Customer Experience (CX) team reporting to Rick Parrish. Now, this doesn’t mean that […].
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.
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Do you want to get a clearer picture of the factors that will impact commerce in 2022? Coming on the heels of two highly unpredictable years, 2022 holds unique opportunities for companies that can adapt to the significant changes in the commerce landscape. We’ve compiled the predictions into a guide: Commerce Trends in 2022.
Forrester eCommerce
APRIL 7, 2022
It’s 2022 but there are still an alarming number of companies that focus on everything but customer experience. Let's look at the systemic issues behind this lack of focus.
Retail TouchPoints
AUGUST 1, 2022
This experience gives brands the ability to give their customers all the benefits of in-person shopping from the comfort of their own homes. These effects allow customers to superimpose a product — whether it’s shoes, eyewear or makeup — on themselves through their front-facing mobile phone camera. What does that mean?
Retail TouchPoints
JANUARY 13, 2022
Collective Cannabis has partnered with AI and robotics startup Wings to utilize the solution provider’s EXO Delivery System to streamline logistics and deliver an enhanced customer experience. which is set to open in Q1 2022. The EXO system will be installed and operational in Q2 2022.
Retail TouchPoints
JULY 11, 2022
If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) in a few words, it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too.
Retail TouchPoints
JANUARY 19, 2022
Brands have always focused on personal touches and customization for consumers, yet a recent eMarketer report found growing concerns around data privacy, with nearly nine out of 10 consumers saying it’s important to them. But there are glimpses of hope — the upcoming California Privacy Rights Act ( CPRA ) will be the closest thing the U.S.
Digital Doughnut
JUNE 13, 2022
Customer experience has become a decisive factor in choosing between available products and their alternatives and companies are well aware of that. Therefore, marketers have to find new and unconventional ways to improve their customer experience.
Digital Doughnut
MARCH 16, 2022
If you want to build a robust digital brand in 2022, you should focus on improving customer experience. Good CX will improve revenue and sales for you.
Forrester eCommerce
OCTOBER 27, 2021
Continued supply chain disruption, the “Great Resignation,” and increasing customer expectations will push brands to reevaluate their approach to customer experience in 2022.
Retail TouchPoints
NOVEMBER 3, 2022
The revamped stores will feature a new layout designed to support one-on-one customer experiences. At the new locations customers can walk in or make an appointment, and use the services of an expertly trained stylist and in-house alterations artisan. Photo courtesy of David’s Bridal. ”
Forrester eCommerce
OCTOBER 26, 2021
Forrester sees 2022 as a tale of two B2C CMOs: Some will be sidelined by the likes another chief “something” officer. However, elite CMOs (those with data, martech, customer experience, and product chops) will capitalize on this moment in time to duly expand their remit across the marketing mix.
Forrester eCommerce
NOVEMBER 8, 2022
How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022.
Forrester eCommerce
SEPTEMBER 30, 2021
Where should you focus your efforts in 2022 to deliver the best possible customer experience and better organizational performance? Start with these five areas.
Forrester eCommerce
JANUARY 17, 2024
We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]
365 Retail
JUNE 10, 2022
ZigZag Global has won the DELIVER 2022 Customer Experience Award, beating out a number of respected brands from across retail and logistics. ZigZag received the award for “providing it’s own end customers a remarkably superior experience”.
Forrester eCommerce
MARCH 16, 2022
since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Our world has changed, and customer expectations have changed with it.
Retail TouchPoints
APRIL 21, 2023
JCPenney has named Katie Mullen, who previously served as the retailer’s Chief Digital Officer (CDO), as its new Chief Customer Officer. She will continue to oversee ecommerce strategy and omnichannel development, with an added emphasis on customer marketing, engagement, analytics and more.
Retail TouchPoints
OCTOBER 6, 2022
The Retail TouchPoints 2022 Retail Strategy & Planning (#RSP22) webinar series, now available on-demand, offered a wealth of tips and best practices across critical areas including pricing, location-based technology, inventory management and marketplaces. Mastercard Spending Data Reveals 4 Key Takeaways for Holiday 2022.
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. In addition to modernizing the brand’s digital go-to-market strategy and DTC model and transforming its supply chain organization, Browne served as interim CEO from June 2022 to February 2023.
Forrester eCommerce
SEPTEMBER 27, 2022
We made bold predictions for 2022. We weighed in on edge computing, CX, B2B marketing, cybersecurity, and more. Discover which predictions came true and which ones missed the mark as we prepare for Predictions 2023.
Forrester eCommerce
NOVEMBER 7, 2022
Our New Report “How Customer Experience Drives Business Growth, 2022” Puts A $-Value On Improving CX By One Point Many CX leaders find it hard to make the case for investing in CX. That’s why Forrester built industry-specific models that demonstrate how CX improvements drive business growth through increased customer loyalty.
Forrester eCommerce
DECEMBER 29, 2023
New analyses from Forrester's Customer Experience Benchmark Study reveals subdued customer advocacy continues in 2023 as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.
Forrester eCommerce
OCTOBER 26, 2021
Forrester predicts more change in 2022 across CX, EX, technology, and marketing. Get a sneak peek at five of Forrester's 2022 predictions, and then download our guide to help inform your 2022 strategy.
iVend
JUNE 15, 2022
Customers took to social media to vent their frustration about price differentials of up to 40%, and the confusion of some items being more expensive online than in-store, and vice versa. For a retailer that has enjoyed an enviably strong reputation with the shopping public, this retail customer experience was a big blow to its reputation.
Retail TouchPoints
FEBRUARY 9, 2022
Over the last couple of years, we’ve seen this rapid digital adoption spark a wave of design innovation as brands seek to meaningfully engage with customers in a remote world. In 2022 expect to see more brands developing mobile-friendly apps to complement both their online and physical stores. Holistic ecommerce experience.
Retail TouchPoints
MAY 16, 2022
To really reach today’s customers, retailers need to create loving relationships with them. Through his own struggles, he realized that applying maintenance principles for healthy love relationships to retail strategy can help win customers in an authentic manner, increasing the potential for lifelong relationships.
Retail TouchPoints
NOVEMBER 8, 2021
Creating impactful digital experiences that delight customers can be daunting, even for the largest brands. As you’re planning for 2022, here are four strategies to help you focus and refine the digital experience to realize immediate ROI in 2022 and beyond. Great digital experiences are not delivered in silos.
Retail TouchPoints
MARCH 11, 2022
From labor shortages to supply chain disruptions, retailers are up against significant challenges that are disrupting the industry as a whole and shaking up overall measures of both customer and employee satisfaction. At the same time, the average number of brands customers purchase from has seen noticeable gains.
Retail TouchPoints
JUNE 16, 2022
We expect to see that trend accelerate through 2022 and perhaps even pick up more speed in the latter half of 2023, in ways that give consumers and business users more options for connected experiences that continue to narrow the gap between the physical and digital worlds. More Customers Will Embrace Connected Experiences.
Forrester eCommerce
JUNE 20, 2022
The 2022 edition of Viva Tech in Paris was a great success with more than 90,000 in-person visitors and 300,000 digital connections. Paris was the center of innovation and technology last week.
Retail TouchPoints
MAY 13, 2022
Retail TouchPoints and design:retail have unveiled the 2022 slate of 40 Under 40 Award winners. Winners were celebrated at a cocktail reception during the 2022 Retail Innovation Conference & Expo , held May 10-12 at McCormick Place in Chicago, and they will be spotlighted in a special report scheduled to publish in July 2022.
Korona
FEBRUARY 2, 2022
Keeping customers satisfied with your products and services should be the main focus of any business. Many companies now spend incredible amounts of time and money on improving their customer service and the overall customer experience at their store, whether it be online or brick-and-mortar. And few are aware of this.
Forrester eCommerce
JUNE 27, 2023
We have launched the European Financial Services Customer Trust Index, 2022. Sadly, customers in France, Germany, Italy, and the UK generally rate their trust toward their banks as weak or — at best — moderate.
Forrester eCommerce
AUGUST 8, 2022
Results from the US CX Index 2022 show that some retailers were able to strengthen their base of devoted (and highly profitable) customers. Learn more, and how you can do the same.
Retail TouchPoints
JANUARY 29, 2024
Store-based fulfillment of customer orders got an enormous boost during the COVID pandemic, when both curbside pickup and delivery offerings became survival tactics for so many retailers. While just 45% of 2022 survey respondents outsourced deliveries to courier services, 57% did so in 2023.
iVend
JULY 8, 2021
What I am hearing, and is supported by expert 3 rd party research, is a consistent pattern of four key priorities: in-store customer experience, knowledgeable staff, personalised loyalty programs and social media marketing. The in-store customer experience is that differentiation.
Retail TouchPoints
AUGUST 15, 2022
New research from PwC has found that three in 10 customers are more likely to try a new brand — and that number is even higher among younger consumers. But winning (and keeping) customers’ loyalty is no longer confined to programs and points. Despite their investments, there are a few gaps and opportunities for improvement.
Forrester eCommerce
JANUARY 16, 2023
So 2022 is officially done and dusted, for better or worse. But before getting too far into 2023, let’s take a moment to look back at what we achieved over the previous year. More specifically, I wanted to share some thoughts from our research associate Aidan Riga, since he did such an outstanding job supporting […].
Forrester eCommerce
MARCH 20, 2023
Fully 69% of global voice-of-the-customer (VoC) and CX measurement leaders use a customer feedback management (CFM) tool, according Forrester’s 2022 global study of these leaders. That’s about the same number as the 70% who told us that their organization believes that the VoC/CX program is vital to its continued success.
Forrester eCommerce
DECEMBER 1, 2021
In 2022, “anywhere commerce” will be the mantra as brands invest in tech to meet buyers in every possible shopping moment.
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