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. ”).

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Channel Software Tech Stack 2020 – PRM, TCMA, Ecosystem, Incentives, Channel Data, Learning, Readiness, and Pricing

Forrester eCommerce

^^ CLICK IMAGE FOR FULL SCREEN ^^ The channel technology stack is a group of technologies that firms leverage to plan with, find, recruit, onboard, develop, enable, incentivize, co-sell with, co-market with, manage, measure, and report on partners.

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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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Digital-First Customer Service Solutions Emerge As Their Own Software Category

Forrester eCommerce

Customers expect more from customer service organizations. They expect you to value their time, to make engagement easy, and to deliver answers and resolutions in a highly personal manner and in the context of their actions and journeys.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and 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.

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.

Do Channel Vendors Need Public Relations Anymore?

Forrester eCommerce

The communications industry is facing a perfect storm of converging forces, from COVID-19 to the rise of influencer marketing and even AI. At Forrester, we research around 10,000 global technology vendors that utilize indirect sales and often get asked about the value of PR in the channel.

Share Your Sales Enablement Experiences With Us!

Forrester eCommerce

Sales enablement and marketing professionals interested in the current and future state of the sales enablement function should take this survey and be the first to receive results. B2B marketing Sales enablement B2B Marketing sales sales enablement sales transformation

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Amazon The Disrupter Enters Low-Code Market; Doesn’t Disrupt Anything

Forrester eCommerce

After years of high expectations for Amazon’s low-code platform project, its Honeycode product has finally arrived. Unfortunately, in its present release, Honeycode is far from the market disrupter that we and others expected from Amazon.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

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.

Data, Analytics And Insights Investments Produce Tangible Benefits. Yes, They Do.

Forrester eCommerce

If you set out to build a boil-the-ocean business case for why to invest in data, analytics and insights initiatives – stop. Use your precious time to instead focus on prioritizing the investment categories across where you are in your business insights maturity.

The Forrester Wave™: Continuous Delivery And Release Automation, Q2 2020

Forrester eCommerce

After releasing “The Forrester Wave™: Continuous Delivery And Release Automation, Q2 2020” earlier this month, it’s a good time to pause and reflect on (in the immortal words of the Grateful Dead) “what a long, strange trip it’s been.”

Accelerate Digital Transformation With The Right Strategic Partner

Forrester eCommerce

In March 2020, as the implications of a global shutdown of physical offices became apparent, executives responsible for digital initiatives went into overdrive. If your firm is already digitally advanced, it’s likely to be faring far better than less advanced competitors by now.

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.

Entering The New Normal: How To Safely Bring Your Workforce Back

Forrester eCommerce

New Pandemic Management Protocols provide guidance on how to bring employees back to work safely and effectively. Age of the Customer change management employee experience organizational design pandemic security & risk promoted

Data Governance for 2020 and Beyond

Forrester eCommerce

Companies have short attention spans when it comes to data governance. Even for organizations with sustained programs, the continuous push and pull of new regulations, projects, or data and analytics investments create constant disruption.

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Don’t Succumb To Social Media Stockholm Syndrome

Forrester eCommerce

We are excited to launch the new vision report for our social marketing playbook. It might be controversial, but we are here to give companies permission to break up with social media. Yes, you read that right. Social media is a quagmire, and marketers contributed to the mess.

T-Mobile’s Object Lesson For The DDoS Initiate

Forrester eCommerce

The T-Mobile DDoS Attack That Wasn’t Yesterday, the internet was atwitter with rumors of a massive distributed denial of service (DDoS) attack against major US carriers. You might have seen scary screenshots from one of the many so-called “pew-pew maps,” like this one: The U.S.

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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.

In A Crisis, Customer-Obsessed Government Can Save Lives

Forrester eCommerce

The notion of the customer at the center of government is not a new concept.

Japanese Banks? Digital Awakening Is On The Way

Forrester eCommerce

It has been a year since Japan moved to a new era: “Reiwa” and quite a lot has happened during the past 12 months.

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.

A Flash-Point Week For Facial Recognition

Forrester eCommerce

In a letter to Congress this week, IBM’s CEO announced that it will sunset its general-purpose facial recognition and analysis software products.

Tips For E-Commerce Best Practices

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

Citizen Developers Dominate Audience Q&A At A Recent Conference On Low Code

Forrester eCommerce

I recently participated in a low-code conference at the invitation of Ninox, a low-code vendor. My colleague John Rymer gave the keynote, and we then had a lively discussion largely focused on citizen developers.

Like Night And Day: Twitter’s And Apple’s Contrasting Moves On Accessibility This Week

Forrester eCommerce

Apple and Twitter have both been in the news over the past week because of the actions they’ve taken — or not taken — on accessibility, and the differences between the two are a study in contrasts. Twitter rolled out audio tweets, a feature it claims will “add a more human touch to the way […].

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Use These First Principles To Succeed With Robotic Process Automation In 2020

Forrester eCommerce

Let’s just say that one measure of the hype that surrounds any emerging technology is the amount of new (and largely superfluous) jargon that it generates. Enterprise automation market needs pragmatic advice The market for Robotic Process Automation (RPA) has been in hypergrowth for a while now.

Three Steps To Improving Customer Experience In The Middle Of The COVID-19 Pandemic

Forrester eCommerce

Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic. age of the customer customer experience customer experience management pandemic promoted special report

Forrester Expects A $2.1 Trillion Loss In Retail Sales Globally In 2020

Forrester eCommerce

With the ever-changing economic landscape, Forrester’s Forecastview team developed a scenario model to understand the short- and long-term impacts of COVID-19 on the retail industry.

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Managing Mental Health And Burnout Is A Priority, Not A Nice-To-Have

Forrester eCommerce

The topic of CISO burnout has been something I’ve wanted to write about for a while. It is something I speak about to CISOs around the world regularly. Even before COVID-19, CISOs had a stressful job.

What Are The Sustained Implications Of COVID-19? Here’s What Our B2B Marketing And Sales Analysts See

Forrester eCommerce

Although we’re only halfway through 2020, it feels like we’ve experienced enough disruption to last us a full year, if not an entire decade.

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How The COVID-19 Crisis Will Impact Marketing Spend Between Now And 2022

Forrester eCommerce

The current COVID-19 has crisis upended CMO priorities and budgets, leaving many scrambling for alternate revenue sources, and all asking: what in the world to I plan for now?

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

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Forrester eCommerce

COVID-19 Accelerates Digital Adoption For European Consumers And Businesses

Forrester eCommerce

The COVID-19 crisis means European B2C firms are broadly in one of three response modes right now: Survivors (travel, hospitality, and some nonessential retailers) have been massively disrupted by the current lockdown.

Culture Is (Still) Not About Ping-Pong Tables And Free Meals

Forrester eCommerce

It’s been more than two months since corporate America’s unexpected leap into the deep end of the remote work pool. Behind the backdrops of our endless video calls, we’ve been juggling unexpected incursions from children, pets, and other household activities.

We Evaluated Banks’ In-App Messaging On COVID-19: Five Brands Stood Out

Forrester eCommerce

What do consumers expect from their banks in response to the COVID-19 pandemic? We interviewed 40 customers of 14 banks to find out. We also asked them what they think of how their banks are handling the crisis so far.

Address Legal, Regulatory, And Operational Risks For The Return To Work

Forrester eCommerce

We are currently at the beginning of Phase Three (Management) as regions and businesses reopen. This is a challenging transition for organizations. A global pandemic has no clear end.