Forrester eCommerce

OCTOBER 30, 2023

Have you ever heard a leader of a successful business proudly announce that they don’t much care about understanding their customers’ needs? The data from Forrester’s recent report, The State Of Customer Obsession In B2B, 2023, is clear on the value of knowing what drives your customers. Yeah, me neither.

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Customer B2B Operations Marketing 436

Forrester eCommerce

NOVEMBER 7, 2023

In the ever-evolving tech and economic landscape of 2023, this has become the battle cry of beleaguered customer success professionals around the globe as they attempt to scale their function. “Do more with less.”

Customer 390

Customer 390

Forrester eCommerce

AUGUST 16, 2023

Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]

Customer 369

Customer Marketing Customer Experience Omnichannel 369

Forrester eCommerce

MARCH 20, 2023

In times like these, customer service teams are often pressured to cut costs – at all costs. It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. While we don’t expect that to change entirely, we […]

Customer 354

Customer Customer Experience Omnichannel 354

Forrester eCommerce

SEPTEMBER 7, 2023

In this blog, we analyze the recent trends in US retail and e-commerce sales and share our key takeaways that brands should know for the rest of 2023.

eCommerce 426

eCommerce Retail Blog Customer 426

Forrester eCommerce

NOVEMBER 22, 2023

October 30, 2023 came and passed — the date that marked the end of Broadcom’s fiscal year and the promised close for its $61 billion VMware acquisition. In anticipation of that timing, VMware shareholders were given until October 23 to decide whether to accept Broadcom shares at $142.5 per share or cash payment, of which […]

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Customer Payment Services Information Operations 461

Forrester eCommerce

JANUARY 17, 2024

Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries.

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Customer Experience Recommendation Consumer Customer 285

Forrester eCommerce

OCTOBER 24, 2023

Despite diminishing pandemic-related excess savings, rising interest rates, and the resumption of student loan payments, US retail sales will continue their growth in the 2023 holiday season. Read more of Forrester Principal Forecast Analyst, Jitender Miglani's insight in this blog.

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Retail Blog Online Retail Consumer 411

Forrester eCommerce

NOVEMBER 7, 2023

Forrester reviews its 2023 sustainability predictions by scoring each individual prediction in depth. This year, one of our five predictions received an A score, three received a B score, and one received a C score.

Marketing 375

Marketing Customer 375

Forrester eCommerce

NOVEMBER 30, 2023

The 2023 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.

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Customer Customer Loyalty Customer Experience B2C 235

Forrester eCommerce

AUGUST 24, 2022

Read Forrester’s advice on where to invest, where to cut, and where to experiment to create a smart B2C marketing budget in 2023.

B2C 369

B2C Marketing Customer 369

Retail TouchPoints

SEPTEMBER 1, 2023

Although Placer.ai’s quarterly index for Q2 2023 found that store traffic for discount and dollar stores were up 4.7% year over year, Dollar General CEO Jeff Owen revealed that the company was “not satisfied” with overall financial results for its Q2, which ended August 3, 2023. Dollar General reported a net sales increase of 3.9%

Operations 260

Operations Apparel Supplies Improvements 260

Forrester eCommerce

SEPTEMBER 27, 2023

Forrester predicted a metaverse winter for 2023. Absent was the term “metaverse,” which was referenced just a couple of times at best. There were no updates about Horizon Worlds. It’s not unexpected. And […]

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Customer 409

Forrester eCommerce

OCTOBER 25, 2022

Customer experience teams in 2023 will reach an inflection point: They will either show ROI and excel — or fade away. Read our CX predictions for 2023.

Customer Experience 370

Customer Experience Customer 370

Retail TouchPoints

DECEMBER 27, 2023

Returns totaled $743 billion in 2023, amounting to 14.5% As is typically the case, online sales saw a higher return rate in 2023 at 17.6% Because of this change in methodology, 2023 numbers cannot be compared to NRF’s 2022 returns report , where returns were measured at 16.5% The 2023 numbers were released on Dec.

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Retail Channel Customer Consumer 287

Forrester eCommerce

MAY 8, 2023

CEOs believe their companies are more focused on customers than their CMOs believe. According to Forrester’s 2023 State Of Customer Obsession Survey, 90% of CEOs indicate their focus on customers guides their brand, product, and pricing strategies – while only 57% of B2C CMOs feel the same.

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B2C Customer Marketing 368

Forrester eCommerce

SEPTEMBER 15, 2023

In Forrester’s Q2 2023 Digital Process Automation Survey, three primary trends came into focus: 1) Organizations hit the pause button on digital transformation (DT) in the wake of economic uncertainty and tightening budgets; 2) process intelligence has gained […]

Marketing 440

Marketing Management Customer 440

Retail TouchPoints

DECEMBER 20, 2023

The top five episodes of 2023 reaffirm some of the most trending topics we covered on Retail TouchPoints over the past year, illustrating how rapidly the industry (and the customer experience) have evolved. Why it Matters: In 2023, we saw employee turnover reach record highs. Let’s begin the countdown… 5.

Retail 257

Retail Supplies Merchant Services Social Media 257

Retail TouchPoints

FEBRUARY 26, 2024

After opening a net 23 new stores in 2023 for a total of over 400 locations, Sprouts Farmers Market plans to open 35 new locations this year, all in its new smaller-store format. Sprouts committed to shrinking its stores’ square footage by 23% as a way to reduce environmental impact in June 2023. Comp store sales also grew by 3.4%.

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Customer Improvements Marketing Retail 249

Forrester eCommerce

DECEMBER 5, 2023

AWS re:Invent 2023 had many of the usual trappings: lots of Las Vegas glitz, energy from loyal customers, a vast array of partners, more than 200 service announcements, and the combined energy of 55,000 attendees.

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Customer Information Technology Operations 217

Forrester eCommerce

AUGUST 21, 2023

Black Hat USA 2023: Insights From Our Short Vegas Residency Black Hat has gone from being RSAC’s smaller tech and practitioner-focused cousin to being a commercial showcase for cybersecurity vendors.

Customer 370

Customer 370

Forrester eCommerce

JUNE 28, 2023

If I asked you what the top emerging technology is for 2023, you would likely say Generative AI. And you would be correct. But you can also see hype bubble expanding daily. Today every vendor is pumping GenAI tools into every conceivable niche of their software portfolios (for example, check out this Salesforce announcement). But […]

Technology 368

Technology Customer 368

Retail TouchPoints

SEPTEMBER 11, 2023

Rent the Runway has lowered its revenue expectations for 2023, now saying it plans to at least match 2022 revenues of $296.4 This number is approximately 9% to 10% lower than original projections, which forecast 2023 revenue in the range of $320 million to $330 million.

Customer Experience 267

Customer Experience Customer Marketing Improvements 267

Forrester eCommerce

JANUARY 23, 2023

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

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Customer Consumer 360

Forrester eCommerce

SEPTEMBER 1, 2022

Sales operations planning in 2023 will have to account for economic turbulence, but will find big opportunities in smart tech deployment.

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Operations Customer 361

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. Moody’s chief economist noted that the typical American household in July 2023 spent about $202 more per month than they did a year earlier and an astounding $709 more per month than they did two years earlier.

Customer Loyalty 259

Customer Loyalty Payment Services Customer Consumer 259

Forrester eCommerce

NOVEMBER 27, 2023

Here are five key measurement observations from Forrester’s Marketing Survey, 2023. What exactly is the current state of B2B marketing measurement, what do B2B marketing leaders need to look out for, and what can be improved?

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B2B Marketing Improvements Operations 276

Forrester eCommerce

OCTOBER 24, 2022

In 2023, European tech leaders will focus their tech strategies and investments on improving operational adaptability and increasing resilience. Find out why in 2023 predictions for technology leaders.

Technology 195

Technology Operations Improvements Information 195

Forrester eCommerce

DECEMBER 2, 2022

2023 predictions for data mesh: Clarity, challenges, more confusion, and opportunities are all just part of the journey.

Technology 354

Technology Customer 354

Retail TouchPoints

JANUARY 18, 2023

Microsoft will trim its workforce by 10,000 people, or approximately 5% of its total employees, according to a January 18, 2023 SEC filing. The reductions will take place during the company’s fiscal 2023 Q3, which runs to the end of March 2023. The tech giant will take a $1.2

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Shopify Technology Blog Other 285