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.

The Impact Of Learning On Your CX Transformation

Forrester eCommerce

When Forrester asked business leaders what priority actions they’re taking to improve employee experience, the top response was increasing access to training and skill development.

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.

How To Pick The Right Partners To Accelerate True Digital Transformation

Forrester eCommerce

Let’s face it, digital transformation efforts frequently over-promise and under-deliver. Many “transformations” fail to deliver on expectations simply because they are not really transformative.

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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.

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.

Build An Adaptive Workforce For Customer Obsession

Forrester eCommerce

Henry Ford’s old dictum — “Any customer can have a car painted any color that he wants so long as it is black” — doesn’t apply in the age of the customer. Meeting customer desires and needs is paramount for success, but it’s getting harder to do so.

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.

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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.

Apple Puts the Promise of Health Innovation in the Hands of Consumers…Pun Intended

Forrester eCommerce

“Today’s announcement carries our commitment to health even further by engaging with participants on a larger scale than ever before.”

Cameras And Displays Sell Phones; Services Create Sticky Customers

Forrester eCommerce

Apple held its annual fall product event in Cupertino, CA this morning. Apple continued to put forth exciting products AND services that will differentiate it from its obvious competition. age of the customer Apple consumer mobile devices

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.

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?

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.

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).

Insider Threat Gets Its Own National Awareness Month

Forrester eCommerce

The US National Counterintelligence and Security Center has deemed September to be National Insider Threat Awareness Month to increase awareness about insider threats. 2019 is the first year that we’ll be acknowledging insider threat during the month of September.

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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.*

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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 270

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.

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.

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).

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.

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.

Jump From Burning Platform To CX Transformation

Forrester eCommerce

In Academia we called it “publish or perish.” In Marketing we called it #StayRelevant. And in Business, it’s the “burning platform.” It’s the idea that people’s behavior is changing and competitors are taking the leap while you stay “safe” on a crumbling cliff.

How To Incorporate AI Into Your 2020 Healthcare Strategy

Forrester eCommerce

With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months.

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.

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.

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.

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 […].

Kicking Off Our New Research On Autonomous Finance: FORR/3 Video

Forrester eCommerce

Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)!

Hot Or Hype? What Are The Insurance Tech Investments That Will Drive Business Value In 2020?

Forrester eCommerce

Insurers are transforming their organizations with digital technologies. Drivers ranging from startup incubators and changing customer behavior to new risks and a potential recession are all influencing the tech investments from both carriers and agent/brokers.

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.

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?

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.

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EX Measurement Best Practices: What Are The Right Metrics And Data Sources?

Forrester eCommerce

Most companies devote so much time and attention to surveying employees that they overlook other sources of insights. What’s more, they fail to use the insights they do collect to make employee experience (EX) improvements.

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.

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How And What Insurance US Small Businesses Buy Is Changing

Forrester eCommerce

As insurers look at the end of the industry’s big cash cow—private passenger auto insurance—many have amped up their small business lines. Big tech, telcos, and insurtechs are also breathing down the necks of traditional small business insurers.