Forrester eCommerce

‘Tis The Season – Your Customers Might Need A Little Nudge

Forrester eCommerce

On November 5, in line with tradition, a huge array of sparkling displays took place across the UK to celebrate Guy Fawkes night (“Remember, remember, the fifth of November. ”).

Five Ways To Plan For B2B Journey Mapping Success

Forrester eCommerce

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

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Bad CX Surveys? Not With This Checklist!

Forrester eCommerce

CX surveys are the butt of jokes in dinner party conversations and comedy sketches. On social media, people gleefully tweet examples of surveys gone wrong. Just type the three words CX, survey, and fail into a Twitter search… But this is no laughing matter if you are in a CX role.

Word Of Mouth Is Less Important For Top-Line Growth Than You Think

Forrester eCommerce

Many companies ask their customers “How likely are you to recommend us to a friend?” However, for most brands, advocacy — positive word of mouth — isn’t the key to revenue growth. Retention and enrichment matter much more.

Customer Experience Index Reveals Brands Lack Human Connection

Forrester eCommerce

Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers.

How Automation Is Impacting Enterprises In 2019

Forrester eCommerce

Forrester predicted in late 2018 that automation would become the tip of the digital transformation spear in 2019, impacting everything from infrastructure to customers to business models. Now that we’re four months in, we’ve evaluated whether our five specific predictions are on track.

What’s Hot In Insurance Tech In 2019?

Forrester eCommerce

In 2019, the pressure on insurance business and technology leaders isn’t letting up. Earlier this year in Forrester’s “How Five Drivers Will Shape Insurance Business Technology Investments In 2019” report and webinar, we examined the drivers shown here that are shaping insurance business priorities.

Global Accessibility Awareness Day: Equal Access Is Good Business

Forrester eCommerce

Yesterday, my LinkedIn feed lit up with posts from individuals and companies stating their commitment to digital inclusion. Because it was Global Accessibility Awareness Day (GAAD), a day aimed at getting everyone talking and learning about digital accessibility and inclusive design.

It’s Time To Transform Insurance Claims

Forrester eCommerce

My house is almost a hundred years old. And while it might have some lovely period features (often estate agent speak for dilapidation), it also requires constant care. This makes good home insurance vital.

CX Execs Rise To Power Across B2C And B2B Industries

Forrester eCommerce

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries.

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The New Era Of Marketing Strategy

Forrester eCommerce

Marketing has been a story of eras: from mass marketing to the direct marketing era to digital marketing, and now data-driven marketing.

Define Your Payment Strategy For B2B eCommerce In China

Forrester eCommerce

As the world’s largest eCommerce market, China appeals to global B2C and B2B brands alike. But China’s B2B eCommerce market is not as mature as the consumer space, and neither is its B2B payment.

Research Announcement — Asia Pacific Cybersecurity Consulting Providers, Q4 2019

Forrester eCommerce

Research announcement: Another APAC Forrester Wave™ is coming. This time I will be evaluating cybersecurity consulting providers in Asia Pacific. Gather round! The cybersecurity consulting market has been alive and well in APAC since I began my career many years ago.

The Growing Legal And Regulatory Implications Of Collecting Biometric Data

Forrester eCommerce

In the last few years, biometric technologies from fingerprint to facial recognition are increasingly being leveraged by consumers for a wide range of use cases, ranging from payments to checking luggage at an airport or boarding a plane.

Reviewing Forrester’s 2019 New Tech Predictions — How’d We Do So Far?

Forrester eCommerce

Back in November, Forrester outlined its 2019 predictions for a set of hot emerging technologies. We identified which markets were likely to command big investments in the new year and even predicted that GE would turn a corner this year. Let’s see how we did so far with a few of them.

Stop Trying To Replace Your Agents With Chatbots — No, Seriously!

Forrester eCommerce

Customer service organizations have been looking for ways to cut costs for decades. Now that chatbot mania has taken over, many are jumping on the bandwagon and attempting to replace their human agents with chatbots.

The Rise, Fall, And Rise Again Of The Integrated Developer Toolchain

Forrester eCommerce

The recent merger of CloudBees and Electric Cloud is a sign of the times in the world of DevOps as integrated DevOps solutions come back into vogue. Not too recently, this would have been looked down upon as a step in the wrong direction when it comes to innovation and providing value to developers.

Make No Mistake — Microsoft Is A Security Company Now

Forrester eCommerce

Microsoft has announced support for macOS in its rebranded Microsoft Defender ATP product, taking this product from being an offering that could be considered an add-on for hardening its own operating system to a multiplatform security solution.

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester eCommerce

A Better Mousetrap Is Always Around The Corner The world saw cracks in the armor of Google this week when Alphabet’s earnings reported below analyst estimates. It looks like Amazon and others have found weaknesses in the search-based advertising model — golden geese are mortal after all.

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester eCommerce

Even Big Digital Companies Need Little Humans. Lots Of Them Amazon offered $10,000 of startup capital and up to three months of pay to qualifying employees who quit. and go start a local last-mile delivery business.

Your Copywriting Impacts User Experience More Than You’d Think

Forrester eCommerce

As an analyst researching user experience (UX), I’ve recently been conducting UX reviews of many banks’ mobile banking apps for an upcoming report. And I’ve been struck by how many of them contain poorly written content. Copywriting matters.

Your Technology Investments May Not Deliver The Productivity Gains You Expected

Forrester eCommerce

Improving productivity has traditionally been a key justification for technology investments. However, trends in overall US productivity indicate that increases in tech spending no longer raise overall US productivity as much as in the past.

A global point of view: online luxury retail

Forrester eCommerce

How digital will change luxury retail? What are the key online luxury retail trends in the West and Asia Pacific? My colleague Michelle Beeson and I shared our point of views. B2C ecommerce global ecommerce online retail retail social commerce

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Is Your Brand Desperate To Differentiate?

Forrester eCommerce

If you’re among the fifty percent of marketers that prioritize “improving customer experiences” over other marketing initiatives or among the majority of marketers that cut agency fees and scope, you may be desperate to differentiate from your competitors.

Forrester’s 2019 CIO Predictions Redux: Innovation And Adaptiveness Accelerate

Forrester eCommerce

They say the best thing about being an economist is making your next prediction and not telling people why your last prediction may have been wrong. Well, we aren’t economists, so we are going to revisit Forrester’s 2019 CIO predictions to see if they have come to fruition. Let’s review.

Differentiate Your Brand With An Experience Architecture

Forrester eCommerce

“When everyone is super, no one will be.” Little did The Incredibles villain Syndrome know that he was predicting the challenge of digital experiences, and customer experience itself. Those scores are flat or down over the last three years.) Sure, your coffee app and online retail store work great.

CX in India: Looking Back To Look Ahead

Forrester eCommerce

So unless you’ve been living under a corporate rock for the last few years, you’ve certainly been bombarded with buzz around two words – “Customer Experience”. Now, the problem with customer experience is just that – often it’s a buzzword, and everybody talks about it, but very few action it right.

T-Mobile MONEY’s Checking Account: Game Changer?

Forrester eCommerce

On April 18th, T-Mobile officially launched its T-Mobile MONEY checking account, after a soft launch late last year.

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Time To Rethink Channel Incentives And Program Management (CIPM)?

Forrester eCommerce

Channel incentives are used to improve indirect sales performance, orchestrate partners’ behavior, and engender channel loyalty.

Driving Investor Engagement

Forrester eCommerce

I’m just attending the CFA Institute Annual Conference here in London and one presentation really caught my attention today. Jane Henshaw, Head of Digital Research at Vanguard, shared her team’s research on Digital Financial Attention.[1]

Future Of Retail: How Brands Will Address Employee Experience In 2019

Forrester eCommerce

To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019.

Companies Must Start Creating Human-Machine Collaborations

Forrester eCommerce

Last year, my colleague J. Gownder and I got to talking about the impact on employees both from companies’ automation efforts and their eagerness to integrate artificial intelligence and robots.

The Good, The Bad, & The Ugly Of US Mobile Banking Experiences In 2019

Forrester eCommerce

[Note: This is about the findings from our US mobile banking reviews and research, if you want to read about what we saw in Canada go here] Mobile apps have become the touchpoint of choice for millions of people to manage their finances. To find out how effectively banks are meeting customers’ expectations, Forrester regularly […].

Anthos Ups Google’s Enterprise Efforts

Forrester eCommerce

(With Dave Bartoletti and John Rymer) The biggest announcement out of the Google Cloud Next conference in early April was the general availability of its Cloud Services Platform but with a new brand name: Anthos.

Reimagine Mobile To Activate Your Total Brand Experience

Forrester eCommerce

I focus a lot of my research on marketing innovation and have been working on mobile (first as marketing guy at a telco in 1998 then as an analyst) for more than 20 years.

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