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”.

B2B 800

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.

Security Budgets In Asia Pacific, 2019

Forrester eCommerce

It has taken me 15 months and a LOT of travel, listening and talking to feel confident enough to write this research for APAC. APAC is a unique region in its cultural, geographic, regulatory, security maturity and economic diversity.

Travel 270

Tips For E-Commerce Best Practices

An infographic listing the best practices companies can follow to bolster their e-commerce website.

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.

You Need A Design System — Here’s Why

Forrester eCommerce

A recent study on design maturity from InVision revealed something really interesting: that design team size is not predictive of a design team’s maturity. That is, it’s possible to dedicate a lot of headcount to design but still see limited benefits on business outcomes.

Do Your Company’s Research Practices Lead To Better Decision Making?

Forrester eCommerce

“Understand your customers! Do research!” Anyone who has even paid even a passing glance to the world of CX and UX over the last decade has surely heard this mandate is one form or another.

The Cost Of Losing Creativity

Forrester eCommerce

Agencies’ creative perspective, the very currency of the business, is at risk and can only be realized by shifting billions from tech to fund creative differentiation. The value of agency creativity is at risk of disappearing.”

Value For Customers: The New Frontier For CX Professionals

Forrester eCommerce

Most firms love to talk about the value of customers but don’t get value for customers right. That’s ironic because customers that get value create business value in return by increasing profitability and market share. Academia has written about value for customer for decades.

Customers Value Sustainability — Brands And Retailers Must, Too!

Forrester eCommerce

Is it just us, or is the conversation about retail social and environmental impact getting louder? My colleague Luis and I are certainly hearing a lot more about it.

The Rising Tide Of Ransomware Requires A Commitment To Best Practices

Forrester eCommerce

Last week, the United States Conference of Mayors adopted a resolution against paying ransoms. What’s interesting about this is by creating what is essentially a vertical front of communities against ransomware. It may well disincentivize attackers from targeting US towns and cities.

AutoML Is A Must-Have For Scaling Machine Learning Across The Enterprise

Forrester eCommerce

Whether you want to empower non-data scientists to build predictive models or boost your existing data scientists’ productivity, automated machine learning (autoML) solutions can help every organization looking to scale their use of machine learning.

The Security Snapshot: Forrester Time Machine

Forrester eCommerce

At Forrester, it is our goal to be ahead of the market trends so we can advise clients what is to come and how they should prepare. Each year, we publish a series of predictions reports about what be of primary concern for various roles over the course of the year.

The Forrester Wave™: Loyalty Service Providers, Q3 2019 Is Now Live

Forrester eCommerce

Consumers are connected, empowered, and experimental. And loyalty programs aren’t as effective at driving emotional loyalty as marketers would like: Less than half of consumers agree that programs make them feel more loyal to a brand. This reality makes loyalty harder than ever to earn.

Design Thinking Can Deliver an ROI of 85% or Greater

Forrester eCommerce

The Benefits of Design Thinking Are Quantifiable and They’re Compelling By Ryan Hart (Principal Analyst, CX) and Benjamin Brown (Senior Consultant, Total Economic Impact) Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value.

After A First Date, Would Your B2B Website Get A Second?

Forrester eCommerce

More than 500 B2B marketers told Forrester their company’s website is the most effective demand generation tactic for building awareness and increasing consideration.[i]

B2B 298

The Canada Customer Experience Index, 2019: Canada’s Best Year Yet

Forrester eCommerce

Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose by 1.2 points, to 67.2.

Hot or Hype: The Top Retail Tech Investments For 2019

Forrester eCommerce

In today’s increasingly competitive retail market, every technology initiative is pitched as do-or-die. So how do you make smart decisions about which technologies to invest in, to start testing, or to forego?

New Research: What Blockchain Means For Advertisers

Forrester eCommerce

Today’s big brands have come to grips with a new advertising reality: Finding and successfully engaging with their best prospects and customers is more complicated than ever. But it’s not just rapidly changing consumer behavior that’s to blame.

How To Prepare For The Coming Recession

Forrester eCommerce

How To Prepare For The Coming Recession: Become An Adaptive Enterprise Recessions are notoriously hard to predict; the timing, severity, and characteristics of recessions are often missed, even by top economists.

Recruiting Market Update: Top 3 Things to Know About iCIMS Acquisition of Jibe

Forrester eCommerce

In case you’ve been keeping score, you know the Recruiting market has been evolving rapidly. A slew of new marketing oriented, AI-fueled innovations to improve candidate experiences, boost the quality of talent acquired, and reduce overall recruiting costs has blossomed.

Marketing Is All About Moments: Don’t Wait For Them; Create Them

Forrester eCommerce

(Dave Novitzky contributed to this blog.) Marketers’ attempts to profile, segment, and model customers implies that consumers are static and can be fully defined, but they are anything but.

Digital Process Automation: An Important Part Of Your Digital Transformation Strategy

Forrester eCommerce

Driving successful digital transformation will require developing a lot of software – much more than we’ve ever had to in the past. One strategy is to use a digital process automation solution with strong low-code development tools to meet the demand. age of the customer

Goodbye Smart, Hello Insights-Driven: Insights-Driven Cities Deliver Effective Governance

Forrester eCommerce

I’ve always struggled with the term “smart city.” The word “smart” can mean a million different things. Getting smart with someone isn’t necessarily a good thing — as in a mother admonishing a child, “Don’t get smart with me!”

How 100+ yr old firms stay relevant

Forrester eCommerce

As we’ve reported prior, the majority of legacy Fortune 500 firms are no longer market leaders because their focus remains on protecting their traditional business in this era of digital transformation.

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester eCommerce

Nike Wins The (Marketer’s) Golden Boot Turns out Nike was not an official World Cup sponsor — could have fooled us! Nike dominated viewer attention just as the US women dominated the field.

Dont Waste Your Creativity Spend As You Fight Digital Sameness

Forrester eCommerce

Is your CMO considering shifting investments in marketing technology toward the services of creative agencies as Forrester recommends? You should find out — because one of two possible scenarios will play out.

Catch The 2019 Experience Platform Wave

Forrester eCommerce

Mark Grannan and I just completed our fourth evaluation of the major software vendors focused on digital experiences: Acquia, Adobe, BloomReach, Episerver, Liferay, OpenText, Oracle, Salesforce, SAP, and Sitecore.

DX Platform: Strategy, Software, or both?

Forrester eCommerce

In the past two business days, my colleagues and I have published the Q3, 2019 iterations of our Digital Experience Platform NowTech and Wave (big sigh of relief, and huge thank you to everyone who supported this research!).

What Is Your X1?

Forrester eCommerce

Customer experience has stalled. Over the past 24 months, some of the stars of Forrester’s Customer Experience Index (CX Index™), such as JetBlue and BMW, have shown no improvement in their CX. Other former standouts, like Etsy and USAA Credit, have experiences that are going backwards.

Adaptive Enterprises Are Growing At 3x Faster Than Competitors

Forrester eCommerce

Firms need a new formula for success to stay competitive in the age of the customer – agility is not enough. We see many CIOs, and their teams, doubling down on agility as a means to cope with the accelerating pace of business.

Planes, Fuel, Seats, Bags, Meals, and Airline Profit – But What About CX?

Forrester eCommerce

True or false? – Passenger experience drives airline profit! If you’d like to test yourself and your CX/marketing department on how well you can attest to the truth in the above statement, ask yourself: “How much is CX improvement worth in annual profit?” and, conversely, if you’re in a finance role, ask: “How much of […]. age of the customer

It’s Here — The 2019 Forrester Global Map Of Privacy Rights And Regulations

Forrester eCommerce

Security and risk leaders consistently rank compliance with global privacy regulations as one of their top three challenges. To help them, Forrester periodically updates our map of global privacy rights and regulations. Our 2019 version was released today.

Navigate Forrester’s Data Economy Research

Forrester eCommerce

It’s not hard to see the signs that the data economy is heating up. Virtually all decision makers want to be insights-driven. They mine their own data, yet increasingly they want incremental insights that drive further differentiation and competitive advantage.

Create More Video To Engage Your B2B Buyers

Forrester eCommerce

If a picture is worth 1,000 words, then what is a video worth? 100,000? 1 million? The human brain processes video 60,000 times faster than text, so that’s a whole lot of words. B2B buyers are wired to deal with visual information and to remember stories.

B2B 265

Uncovering The Enterprise Risks Posed By Consumer Connected Devices

Forrester eCommerce

Consumer connected devices are presenting increasingly attractive targets to cybercriminals, putting home networks and potentially enterprise assets at risk.

Employee Engagement And Cultural Transformation Drive Customer Experience

Forrester eCommerce

Employee engagement is critical for customer experience. age of the customer culture digital transformation employee engagement employee experience human resources management applications

The Realities of Rural 5G Deployment in the US

Forrester eCommerce

Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint. This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me.

Mobile 304

New Tech: What I Took Away From The American Graphene Summit

Forrester eCommerce

Graphene will (eventually) affect all of us whether we know it or not. I’ll explain later, but first, let’s take a step back and level set. What is Graphene? Simply put, it is one single atomic layer of carbon, produced by various methods of separating layers of material from graphite.