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.

Make No Mistake — Microsoft Is A Security Company Now

Forrester eCommerce

Microsoft has announced support for macOS in its rebranded Microsoft Defender ATP product, taking this product from being an offering that could be considered an add-on for hardening its own operating system to a multiplatform security solution.

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.

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.

Thoughts On DX: Headless vs. AI/ ML

Forrester eCommerce

I have been noodling on the future of DX for the better part of six years. Today I want to run a hypothesis past you: Headless architecture and AI/ ML automation are competing for the future (and soul) of the DX tech stack. So let’s examine both side of this equation: 1.)

The Future of Department Stores

Forrester eCommerce

The Department Store’s Bright Future Department Stores Can Enjoy a Bright Future. Department stores must change to survive and thrive fierce competition from brands’ direct to consumer initiatives. Synchronizing supply and demand to sell inventory at full price is one issue.

Tech Titans Google And Microsoft Are Transforming Cybersecurity

Forrester eCommerce

Last April, we outlined how the “Tech Titans” (Amazon, Google, and Microsoft) were poised to change the cybersecurity landscape by introducing a new model for enterprises to consume cyber security solutions. Security has long been delivered as siloed solutions located on-premise.

Getting on the S/4 Bandwagon (or not)

Forrester eCommerce

Historically SAP has not been as renowned for innovation as some of their pure-SaaS competitors like Salesforce.

Atoms Get Their Revenge At The Intelligent Edge

Forrester eCommerce

My colleagues J.P. Gownder, Craig Le Clair, and I just published the results of a year-long study to answer the question “What happens when digital business systems and physical-world processes come together?” The answer: Atoms get their revenge.

What To Expect At RSA Conference 2019: Cloud As Security Improvement And The Possible End Of The Infosec Gilded Age

Forrester eCommerce

I recently did a webinar with a few of my colleagues from the RSA Conference Advisory Board on precisely this topic, which you can find here. We tried to expose as much as we could of the fantastic variety that you’ll find at RSA Conference 2019.

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, […].

“Alexa, Did Any Of My Clients Add Cash Last Week?”

Forrester eCommerce

Mobile technologies, artificial intelligence, and predictive analytics at firms such as Amazon, Netflix, and Pandora anticipate customer needs and improve customers’ daily lives.

What CIOs Can Learn from Fleetwood Mac about Marketing

Forrester eCommerce

Here at Forrester, we love all things music. Each office floor has a different musical theme and all the rooms are named after popular musicians of the time. It’s not uncommon to have a team meeting in Guns N’ Roses or an afternoon phone call in Jackson Browne.

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).

The Use of Behavioral Science Has Moved Beyond Marketing

Forrester eCommerce

Marketers have been using behavioral economics to understand and exploit the irrationality of consumers long before the Golden Age of Advertising.

Channel Data Is A Competitive Differentiator

Forrester eCommerce

Leverage Channel Data To Give Partners A Better Experience: Winning In The Channel Requires Data-Driven Program Innovation Brands that provide an enhanced partner experience grow faster than their peers, are more profitable, and drive higher customer satisfaction and retention downstream.

Shopping For AI Talent? Beware Of Unicorns

Forrester eCommerce

At the dawn of big data, data scientists were the unicorn of the hour. Talk to any one of these rarities, and they would say there were only about 100 of them in the world. When executives woke up to the potential of big data, it was also at the same time we were dealing […].

Happy Agents Deliver Better Customer Service. Here’s How To Enable Them.

Forrester eCommerce

Happy customer service agents mean happy customers — and happy shareholders. Engaged agents also have better job performance, are more productive and stay in their jobs longer — one of the costlier factors in managing customer service operations. Customer service leaders have to balance their job demands with technology and training. They also have to […]. age of the customer

You’ve Still Got Mail

Forrester eCommerce

It has been more than two decades since AOL popularized email with the catchy “you’ve got mail” greeting. So ubiquitous was it in its heyday that it was the title of a romcom starring Tom Hanks and Meg Ryan.

CEOs And Software

Forrester eCommerce

How To Lead The Most Important – and Perplexing — Corporate Domain by John R. Rymer and Jeffrey S. Hammond Summary What if CEOs — not software development and delivery leaders or CIOs — held the keys to the fast, high-quality software delivery that is so crucial to digital business?

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FORRward: A quick weekly read for tech and marketing execs

Forrester eCommerce

It’s Time To Start Talking About Professional Licensing For Software Engineers It wasn’t until enough boilers blew up that mechanical engineers had to get licensed. It wasn’t until bridges and buildings started collapsing that civil engineers and architects had to get licensed.

Augmented Reality, Virtual Reality, And Mixed Reality Do Bring Value To Industry

Forrester eCommerce

Back in August of last year, I asked for good examples of augmented reality (AR), virtual reality, and mixed reality (MR), all together known as extended reality.

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Data And Analytics Leaders, We Need You!

Forrester eCommerce

How do you create an insights-driven organization? One way is leadership. And we’d like to hear about yours. Today, half of the respondents in Forrester’s Business Technographics® survey data report that their organizations have a chief data officer (CDO).

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Mobile World Congress Offers Food For Thought

Forrester eCommerce

Food Tech figured prominently on the menu at Mobile World Congress 2019. Mobile operators, network equipment providers, device manufacturers and solution providers address challenges from farm, field, fishery or factory to fork, - and beyond. Venture investment has increased significantly.

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Data Management Platform Coverage Takes On A New Look

Forrester eCommerce

When I started my career in marketing analytics almost 20 years ago, the biggest challenge was wrangling first- and third-party data, joining them together, and analyzing customer patterns.

AI Creates The CRISPR For Corporate DNA

Forrester eCommerce

Every company has a specific DNA. You may think DNA is the brand or values. But corporate DNA is what makes a company tick, not what the company is. Talent, operations, technology, and data make up your base pairs.

Think Privacy’s Just A Cost Center? Think Again.

Forrester eCommerce

Over and over, clients tell us they just don’t get enough funding for the kind of privacy programs they want to create. In fact, many privacy budgets shrank in 2019, after firms were forced to spend more than they expected on GDPR compliance in 2018.

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The Green New Deal Is Your Solution To Climate Change Risks

Forrester eCommerce

If you are reading this for the snark and jokes, thank you. We are so sorry to disappoint you, because we’re not sure how to make corporate climate risks funny. Instead, let’s have a sober discussion about climate risk, and you can leave the jokes in the comment section.¹ What Is It?

Join Us To Learn How To Embrace Privacy And Set Your Firm Apart In Your Customers’ Eyes

Forrester eCommerce

We know it: customers are increasingly demanding protection for and control over their data. Firms that meet and exceed these expectations, recognise and treat privacy as a value. They successfully created a business reputation for privacy and security and inspire customer trust. As a result, their customers are more likely to choose and stay loyal […]. age of the customer data security privacy regulations & legislation

The Employee Experience Index

Forrester eCommerce

Six years ago, I noticed a pattern in the inquiry calls I was fielding from clients. At the time, many of them centered around things like BYOD, whether to take away local admin rights from PCs, and other decisions driven by escalating fears of security or compliance risks.

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Creative Media Outshines The Technology

Forrester eCommerce

The excess of adtech and martech such as demand-side platforms (DSPs) and data management platforms (DMPs) gives marketers all the control and insights required to run efficient and effective media campaigns.

Top 5 ABM Planning And Execution Pitfalls To Avoid

Forrester eCommerce

Extra, extra! Read all about it! TOPO declares that“86% of account-based organizations report improved close rates and 80% say it is driving increased customer lifetime value!”

CES 2019 Delivers Dazzling Tech But Disappointing Experiences

Forrester eCommerce

I spent this week in Las Vegas at CES to check out the latest and greatest technology wonders, ranging from 3D printing, AI, and cryptocurrency to drones, autonomous vehicles, dancing robots, and wearables. A lot of what I saw has broad CX implications for accessibility, healthcare, and more.