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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Four Phases Of The Coronavirus Pandemic

Forrester eCommerce

In looking at the experiences of the Asian countries that entered the COVID-19 crisis in January, I believe that the pandemic will play out over four phases in the US. Phase One (Infection) ran from January through mid-March.

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.

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.

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.

Future Of Retail 2020: Retailers Will Create Bold Employee Experiences

Forrester eCommerce

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series.

COVID-19: Leading airlines display compassion, resilience, and good old business sense.

Forrester eCommerce

Airlines have a major role to play in the global fight against the COVID-19 pandemic because they are part and fabric of this interconnected world, carrying people and cargo. age of the customer customer experience strategy airlines covid-19 Customer Experience (CX) customer service

COVID-19: It is time to give nothing less than your best.

Forrester eCommerce

As with every other major crisis facing the world, whether a global war or a pandemic, humanity prevails through unity, empathy, responsibility and leadership. Tactical and momentary actions alone will not be enough because we have to be prepared for a sustained period of strife.

Can AI Predict Global Pandemics Like The Coronavirus?

Forrester eCommerce

If you want to use ML to predict sparse events, then you are going to need a whole lot more sparse events. Maybe we don’t have the direct data to predict the big events like the coronavirus outbreak, but we are very likely to have the data to predict one or more proxy events for an outbreak.

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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.

Key Technologies All Brands Need To Build Their D2C and B2B2C Business

Forrester eCommerce

All brands must rapidly upgrade legacy technology systems and processes. And that is regardless of whether or not they sell directly to customers!

Master Privacy Management To Deliver Business Outcomes Alongside Compliance

Forrester eCommerce

Let’s state the obvious: No one wants a fine. But if you look at privacy management solely by this lens, you are missing the big picture. The days when privacy management was purely about mitigating negatives are over.

Open Source Design: What It Is And Why It Matters

Forrester eCommerce

There’s a new buzz phrase in the air — “open source design.” What is it? It’s a “remix” (to borrow a term from Figma) of the open source software movement’s commitment to sharing and collaborative validation and improvement of software source code. What Are Examples Of Open Source Design?

Mend The Gap Between B2B Buyers And Sellers With Us At Summit NA

Forrester eCommerce

A lot has changed in the past few weeks, but what hasn’t changed is the high-quality and innovative research we’re bringing you at Summit NA this year.

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Tips For E-Commerce Best Practices

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

Customers Are Staying Home — So Prioritize Digital UX

Forrester eCommerce

Your customers are stuck at home so it’s suddenly more important than ever to get digital experiences right. Redirect funds to 1) scale up your design team, 2) hire outside help where needed, 3) rigorously review your UX so you can make it better, and 4) update and sharpen your UX expertise.

Agile, DevOps, and COVID-19

Forrester eCommerce

Every other Friday, we have a meeting of the “DevOps Theme Team,” a group of Forrester analysts focused on next generation IT management approaches. We talk about Agile and DevOps, of course, but also extend into related areas like portfolio management and security.

Making Journey Maps Useful: CX Measurement Edition

Forrester eCommerce

Of course you should use journey maps to define CX metrics — it’s the only way to define outside-in CX metrics that: Capture important pain or peak points. Measure the right CX drivers. Align operational metrics with customers’ expectations (e.g., how you measure delivery times).

Mainframe developers get boost from BMC acquisition of Compuware

Forrester eCommerce

March 2, 2020 BMC acquires Compuware.

Recapping the RSA Conference 2020: The Human Element

Forrester eCommerce

In prior years, the RSA Conference focused on themes such as – Zero Trust, geopolitical risk, and automation. While those themes were still present at this year’s conference, it was harder to discern one dominant central theme for the conference.

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, […].

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester eCommerce

Learn From Charter’s Mistake: COVID-19 Is A Meaningful Moment For Employees Two weeks ago, news outlets reported that Charter CEO Tom Rutledge sent a memo to employees reiterating that despite the growing COVID-19 outbreak, he expected all employees to continue to report to the office.

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Evaluate And Adjust Your VoC Program To Improve CX During COVID-19

Forrester eCommerce

Earlier this week, CX research directors David Truog and Harley Manning published a blog post that highlights two key points that I urge CX leaders who manage VoC programs to consider: understanding your customers is critical right now, and it is time to adapt your approach to CX.

Apple Ups The Ante On AR With LiDAR Scanner In New iPad Pro

Forrester eCommerce

First, what is LiDAR? It is an acronym for Light Detection and Ranging. Basically (oversimplifying), it pulses light at objects in a room and measures the time it takes for the light pulses to bounce back.

AWS Savings Plans: What They Are And Why You Should Care

Forrester eCommerce

Last November, Amazon Web Services launched AWS Savings Plans for EC2, Fargate, and Lambda. Unlike what the name may imply, Savings Plans doesn’t mean dollar accrual; rather, it’s a discount plan, where purchasing in bulk leads to cost savings.

There’s Just One CX Metric That Matters To Your C-Suite – But You’re Not Reporting It

Forrester eCommerce

I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite is not NPS. It’s also not Level of Effort, CSAT, or even Forrester’s beloved Customer Experience Index. It’s: $ I feel compelled to point this out […].

COVID-19 Tests Wealth Management Firms In Three Critical Areas

Forrester eCommerce

COVID-19 uncertainty is causing massive swings in the stock market, showing the importance of three critical areas for wealth management firms: the performance of robo-advisor platforms; communication between advisors and their customers; and the importance of reliability and trust.

How To Prove That Fixing Customer Experience Problems Cuts Costs

Forrester eCommerce

There’s an alternative approach to proving the economic value of CX, and it has some advantages: The math is simple and it’s hard to argue against. What’s more, you’ll be measuring something that executives like in good times and love in bad times: cost savings. age of the customer

Retailers, Prepare Wisely: DDoS Remains A Holiday Threat

Forrester eCommerce

A distributed denial of service attack can turn a retailer's holiday season from merry to miserable. Learn how to protect yourself. age of the customer holiday retail security & risk DDoS ecommerce Holiday

The 64 Best Channel Podcasts Of 2019

Forrester eCommerce

By Jay McBain and Rob Spee If you haven’t listened to a podcast yet, you’re now in the minority. According to Podcast Insights, 51% of the US population has listened to at least one podcast. Since the first podcast came on the scene in 2004, there are now over 750,000 podcast shows with […].

The Updated China Tech Market Forecast In Light Of COVID-19

Forrester eCommerce

(This blog was coauthored with Han Bao, senior research associate) We have already seen an economic slowdown in China in 2019. The national reforms to move from rapid growth to quality growth and the trade war between the US and China both played an important role in it.

How Employees Feel About Coronavirus Now: A PandemicEX Survey Update

Forrester eCommerce

The #pandemicEX survey results indicate that 41% of US workers are now afraid to go to work, compared with 29% two weeks ago. Read more. age of the customer employee experience pandemic promoted

The Web Application Firewall Market Is Ripe For Disruption

Forrester eCommerce

Let’s face it: Web Application Firewalls (WAFs) rarely excite the security imagination. WAFs have been ubiquitous for at least 15 years and play an important role in detecting and blocking “OWASP Top 10” application level attacks like SQL injection and cross-site scripting.

Responding To Coronavirus: A Playbook For Marketing And Communications

Forrester eCommerce

Marketing and comms teams should take a leading role in supporting their organization’s response to the coronavirus. Read this post to understand the most critical actions to take now. age of the customer B2B marketing pandemic promoted

Enterprise Security Vendors Need An Infusion Of Open Source Culture

Forrester eCommerce

This week, I attended IBM’s fifth annual Security Summit in New York City, an exclusive event for a who’s who of IBM’s security customers.

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Navigating the European 5G Security Debate

Forrester eCommerce

At present it is difficult to remember life before the COVID-19 pandemic, but a key switch that has happened is the large scale shifting of the population to work at home as widely documented.

Hot DAM! Top Vendors In Our New Wave

Forrester eCommerce

I’ve been there just like you. As a content creator before Forrester I produced 3,000 videos and managed my assets like you probably do–or did. Content was across multiple hard drives, FTP servers, personal cloud storage, and wherever else it might land.

Consumer Reaction To COVID-19 Varies By Age, Income, And Location

Forrester eCommerce

COVID-19 brings a wave of public health, economic, and cultural crises that trigger yet unforeseen repercussions. While three-quarters of US online adults say they’re familiar with details of the illness, talk to myriad consumers and observe a range of reactions.

Hunting Through Abstraction: The Next Evolution Of Threat Detection

Forrester eCommerce

Following the publication of the latest Forrester Wave™ evaluation on enterprise detection and response (EDR), I published a blog with the demo script that was used in the evaluation to enable further discussion and understanding of where the market is.

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