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 915

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.

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.

Realizing ROI in an Omnichannel Rich Retail 4.0 Environment

Welcome to Retail 4.0. This is the land of opportunity where retailers connect with shoppers and drive sales in a way like never before. With this eBook, you’ll learn about the advanced technologies that are available to create a seamless integrated omnichannel experience.

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.

Seeking Magic Moments – Why It’s Time to Tune Up Your Digital Experience Stack

Forrester eCommerce

The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. And also captures a moment in time in words and song that reminds us of the power of storytelling, […].

5G In The Manufacturing Sector

Forrester eCommerce

5G and Industrie 4.0 are a very powerful combination. Together, they can lift and shift the manufacturing sector to a much higher level of digitization, in particular by maximizing the mobility, flexibility, and versatility of production.

Mobile 324

Embed AI in your digital supply chain to win, serve, and retain customers

Forrester eCommerce

It’s now just over 12 months since we first published research on Digital Supply Chain. Some Forrester clients have made progress with Integrated Business Planning and with Control Towers. And they are on the lookout for Blockchain opportunities.

New CEO Pledge Opens A Big Door For EX Improvement

Forrester eCommerce

Last week, Business Roundtable issued new guidance on the role of corporations, as it has periodically since 1978. This revision was significant for employee experience (EX) improvement efforts because, for the first time, employees are included as “important stakeholders” in the language.

Real-time Personalization Guidebook: 10 Tips to Improve eCommerce Conversions

Conversion rate remains the most important metric for measuring success. This guidebook reveals 10 tips to improve eCommerce conversion rates, and insight into how an AI-powered personalization platform can dramatically improve performance.

Will CEOs Honor Their Pledge? Here Are Five Ways Corporations Could Keep Their Commitments

Forrester eCommerce

Last week, nearly 200 chief executives representing large American corporations pledged to fundamentally change the purpose of a corporation. Their goal is to redefine the role of business in society, pushing back against mounting criticism from both the left and right of the political spectrum.

Infrastructure Automation Platforms: Coopetition At Its Fiercest

Forrester eCommerce

Why Infrastructure Automation? I used to kid around with my research director, Glenn O’Donnell, that my previous Forrester Wave™ evaluation on configuration management was the “Wave no vendor wanted to be in.” ” The term, while valid, is old.

McDonald’s creative shift is a blow to the future of creativity

Forrester eCommerce

Yes, W+K produces the industry’s most iconic work. Yes, McDonald’s appointing W+KNY lead creative agency is a major accolade. And, yes, its a blow to the future of creativity.

Are You Ready For AI And Automation?

Forrester eCommerce

The Future of work is a constellation of innovations that address new or accelerating challenges for companies that aim to be customer-obsessed.

Other 303

Tips For E-Commerce Best Practices

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

Collective Bargaining: Your Biggest Risk In The Age Of The Customer

Forrester eCommerce

Social media has created customer groups that coalesce around a brand — in effect, a union. They collectively can and will change your corporate policy. With collective bargaining, business as usual is no longer acceptable. Are you ready for the empowered, technically savvy, and motivated customer?

The NSW Government Embarks On A Bold Journey To Improve Customer Experience (CX)

Forrester eCommerce

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

The Future Of Work Is An Adaptive Workforce

Forrester eCommerce

To Build An Adaptive Enterprise, Build An Adaptive Workforce The future of work isn’t something that happens to you — it’s something you create for your company and your own career. Unfortunately, C-level technology and business leaders are often uncertain on how to do it.

The Security Snapshot: Shaping The New Cybersecurity Culture

Forrester eCommerce

All managers understand that both recruiting top talent as well as crafting a winning team and company culture is crucial to high performance. However, 22% of security decision makers note their team being understaffed as one of their biggest security challenges.

Bake Your Values Into Your Design System — Takeaways From Clarity 2019

Forrester eCommerce

Having a design system is now table stakes for companies that want to scale design, drive a consistent, seamless customer experience, manage design debt and technical debt, and free up designer time to solve new challenges — not re-invent the wheel.

The Taming of the SKU: Dynamic Pricing Helps Retailers Reduce Food Waste And Increase Profit Margins

Forrester eCommerce

Although I didn’t know it at the time my visit to the 2015 Expo in Milan was a foreshadowing of my current food tech research.

VMware Signals The End Of “Endpoint” Detection And Response

Forrester eCommerce

The acquisition of Carbon Black by VMware was a bit of a surprise to me, but once put into perspective it makes sense. In this blog, I make a few observations from a value perspective.

Financial Service Firms Need To Stop Thinking Like Retailers On Personalization

Forrester eCommerce

Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority.

IoT And Blockchain: Are We There Yet?

Forrester eCommerce

The internet of things (IoT) and blockchain. They should go together like strawberries and cream, right?

Are Outdated Core Applications Holding You Back?

Forrester eCommerce

You’ve been building flashy mobile apps, creating wonderful systems of engagement to improve customer experience, but your digital program still has not delivered. Because you’ve neglected the modernization of your core systems.

Mobile 330

The Importance Of Defining Event ROI In The B2B Marketing Mix

Forrester eCommerce

“If a tree falls in a forest and no one is around to hear it, does it make a sound?” ” This question, first attributed to philosopher George Berkeley in 1710, raises questions about observation and perception.*

Events 315

The CMO/CIO Paradox

Forrester eCommerce

Over the past few years, countless articles have been published on the growing importance of CMO-CIO collaboration. Of course, it seems so evident that the relationship between CMO and CIO should thrive in a world imposed with such demand for innovation. Every business needs technology.

How To Become Self-Aware of your B2B eCommerce Digital Maturity

Forrester eCommerce

Nearly half of businesses are digital beginners. The other half are eating their lunch. Find out where you stand and what you need to do to defend yourself. The B2B C-suite is demanding you accelerate your digital transformation.

B2B 306

Data Science And Design Collide — There’s A Better Way

Forrester eCommerce

Last August, a tweet from a data scientist reminding colleagues to get out of tables of data and talk to real people — you know, do qualitative research — went viral among these two constituencies.

Rome Was Not Built In A Day, And Neither Are Digital Businesses

Forrester eCommerce

As I’m returning from the Eternal City, where I’ve had the chance to walk around Rome’s Baroque architecture gems and explore its awe-inspiring art collections, I cannot stop myself from reflecting on how much talent, courage, and leadership it took to transform and build such an incredible city.

Data literacy matters. Do we have to spell it out?!

Forrester eCommerce

In the words of Thomas Edison, the value of an idea lies in the using of it. Yeah, I’ve used that quote a lot to talk about the value of data. Data isn’t inherently valuable. But when you use it to better understand customers or to identify bottlenecks in a process or to detect fraud […].

Software Delivery Management: ERP for IT redux?

Forrester eCommerce

I attended Jenkins World in San Francisco couple weeks back. One thing that stood out was CloudBees’ advocacy of a new market concept, Software Delivery Management (SDM).

Customer Effort: How To Measure It Right

Forrester eCommerce

How do you measure customer effort? Most customer experience (CX) pros use surveys. While the question text and scale they use can differ, the resulting score measures the level of effort. But we need to move beyond only measuring the level of effort.

Le Tote Buys Lord + Taylor — A Most Peculiar Way To Buy Growth

Forrester eCommerce

The strangest retail news of the summer has been Le Tote’s “purchase” of the storied (but tired) department store Lord + Taylor.

WATCH: How Marketplaces Are Disrupting B2B Tech Buying And Selling

Forrester eCommerce

The idea of online marketplaces is not new. Especially on the consumer front. Yet in the enterprise IT world, they have developed with fits and starts.

B2B 293

Making The Smart City Safe And Secure

Forrester eCommerce

According to UN projections, 68% of the world’s population will live in urban areas by 2050. As cities grow, municipal governments are investing in infrastructure and applications to improve operations, services for constituents, and the overall urban experience.

Does ABM Help Produce Better Revenue Results?

Forrester eCommerce

Join me on a stroll down ABM memory lane? In September 2016, Forrester’s B2B Marketing and Sales research team published our first series of reports about account-based marketing. In November, we predicted that ABM would help boost B2B marketers’ customer obsession.

B2B 283

Amazon Has “Destroyed the Retail Industry”: True or False?

Forrester eCommerce

Last week, the DOJ announced an antitrust investigation of Big Tech. US Treasury Secretary Steve Mnuchin followed up in a CNBC interview loudly endorsing the antitrust scrutiny: he said that Amazon has not only “destroyed the retail industry in the US” but that it has also hurt competition.

Business Gets Personal: Why Executives Cannot Decouple Individual Values From Company Values

Forrester eCommerce

Equinox and SoulCycle are feeling the burn. When headlines broke that Stephen Ross, chairman and majority owner of the fitness brands’ parent company, is hosting a fundraiser to support President Trump, consumers and celebrities vehemently called for boycotts.