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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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.

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

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 […].

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).

What I See Coming For The Channel In 2020

Forrester eCommerce

Preparing for this years list of future channel trends has been an immersive experience to say the least. In 2019, I was able to talk to 497 companies one-on-one about their channel strategy and programs, including 130 of those face-to-face.

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.

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 […].

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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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, […].

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.

Tips For E-Commerce Best Practices

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

Yet More DevOps Trends (2020)

Forrester eCommerce

So, we issued our 2020 DevOps predictions. We were limited in number and format and there were a lot of great ideas. Here are some of the additional trends Forrester is tracking in DevOps for 2020: The end of plan/build/run and stage gates.

B2B Marketing And Sales: Combat Digital Sameness With Video

Forrester eCommerce

Video has incredible power for B2B marketing and sales to deliver lots of information in a small, engaging package. Join me and my colleague Cheri Keith at TechX for our session, “Switched On: Four Must-Have Video Technologies,” to find out how to supercharge your campaigns.

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Predictions 2020: IoT Expansion Brings Even More Change

Forrester eCommerce

Business use of the internet of things continues to expand. Read Forrester's predictions on what to expect from the IoT market in 2020. age of the customer internet of things (IoT) IOT platforms IoT security prediction promoted

A Deeper Dive Into Forrester’s Sales Enablement 2020 Predictions: A Conversation With Caroline Robertson (CR) And Mary Shea (MS)

Forrester eCommerce

In October 2019, our team published its Predictions 2020: B2B Marketing And Sales, and in late December we recorded Webinar: B2B Marketing And Sales Predictions 2020: A Conversation With The Analysts Who Made Them.

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Can You Deliver A Great Partner Experience Without Great Onboarding?

Forrester eCommerce

With the influx of new channel partner types across the ecosystem, moving them quickly and efficiently from recruitment to productivity relies on automated and scalable onboarding technology.

Elements Of Reputation: Traits That Indicate A Thoughtful Tech GTM Strategy

Forrester eCommerce

How do you build reputation? How do you gain trust and sustain it? These questions are as fundamental for every organization as it is for every individual personally. Trusting a company is even more critical from a buyer perspective.

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The NRF Innovation Lab — Technology Vendors Aim To Revolutionize The Way Consumers Shop

Forrester eCommerce

Last week at the NRF 2020 Vision show, I spent a few hours at the immersive Innovation Lab exhibit that showcased over 50 “new-to-market” technologies to transform the customer’s shopping experience.

Predictions 2020: Cloud Computing Sees New Alliances And New Security Concerns

Forrester eCommerce

In 2020, the cloud computing market will sees interesting new alliances and face new security concerns. Read Forrester's 2020 cloud predictions to find out more. age of the customer cloud computing cloud security prediction private cloud public cloud promoted

When Websites Come Down, Twitter Blows Up And Marketing Wins

Forrester eCommerce

Sites crash, especially when a new product launch creates a massive leap in traffic compared to usual demand. Two sites notably crashed recently – startup Jeffree Star Cosmetics and veteran brand Pringle’s.

Decade Retrospective: Cybersecurity From 2010 To 2019

Forrester eCommerce

The Decade Cyber Went Mainstream Yes, technically, decades begin in years that end in one, but it’s easier to say the 2010s than the 2011s. Prior to 2010, cybersecurity was an insular domain. No one really cared, until something they were using didn’t work.

No Testing, No Artificial Intelligence !

Forrester eCommerce

AI is being infused into new and classic software everywhere. However, only one-third of developers claim to know how to test AI-based systems.

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.

My Favourite Things (security related) Of 2019

Forrester eCommerce

Every year in my personal life with my mother & sisters, we like to celebrate products, lessons learned and life hacks that we discovered throughout the year (yes, geek alert!). This year, I’m doing it with all of you in my professional life.

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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.

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.

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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.

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.

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.

Predictions 2020: AI Shakes Up Customer Service Workforce And Operations

Forrester eCommerce

AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more. age of the customer customer engagement customer service solutions prediction promoted

Sales Performance International And Richardson To Merge Forces

Forrester eCommerce

On Friday, November 22, European private credit firm Kartesia announced the acquisition of Richardson, a North American sales training company. Kartesia will merge Richardson with Sales Performance International (SPI), a European sales training and transformation company that it has owned since 2017.