Forrester eCommerce

AUGUST 2, 2021

just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer-experience team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development and restaurant solutions. McDonald’s Corp.

Customer Experience 327

Customer Experience Customer Operations Marketing 327

Optimizely

JANUARY 10, 2019

It’s obvious to anyone working in marketing today: the role is changing fast. The best marketers are constantly reading up on trends, attending industry conferences, and keeping a close eye on the competition. But even more importantly, top B2C marketers are honing their skills and working to become well-rounded.

B2C 231

B2C Marketing Social Media Customer Loyalty 231

Retail TouchPoints

APRIL 17, 2024

Within the world of B2B and B2C commerce, where understanding consumer behavior is key, this change has spurred a quest for innovative solutions. It’s a catalyst reshaping the core of digital marketing. Here, gen AI intervenes, enriching catalogs and enabling a more comprehensive customer experience.

Social Media 297

Social Media B2C B2B Customer Data 297

Groove

APRIL 15, 2024

B2C platforms often do not keep up with these changes or may not meet the unique requirements of B2B transactions. While there are plenty of options for B2C consumers, the unique capabilities a B2B customer requires simply are not available on B2C platforms and apps.

BigCommerce 195

BigCommerce B2B B2C Customer Retention 195

Forrester eCommerce

FEBRUARY 18, 2016

Six months after our highly successful Summit for Marketing Leaders in Australia, I'm excited to announce that Forrester's CX Marketing Sydney 2016 event is less than 7 weeks away. Start by effectively coordinating between brand, CX, and marketing teams. B2C marketing. Customer Experience.

Customer Experience 186

Customer Experience Marketing Customer B2C 186

Optimizely

JANUARY 22, 2019

Your role as a marketer today isn’t exactly a simple one. In fact, you have to focus on the entire customer experience, from the first touchpoint to the final display of customer loyalty. Like the famed “Renaissance Man” who excelled in multiple fields, marketers today have to be a combination of: Sound complicated?

Webinar 150

Webinar B2C Marketing Customer Loyalty 150

Forrester eCommerce

OCTOBER 26, 2021

Forrester sees 2022 as a tale of two B2C CMOs: Some will be sidelined by the likes another chief “something” officer. However, elite CMOs (those with data, martech, customer experience, and product chops) will capitalize on this moment in time to duly expand their remit across the marketing mix.

B2C 360

B2C Customer Experience Marketing Customer 360

Forrester eCommerce

FEBRUARY 11, 2019

After New York City, San Francisco, Sydney, Singapore, and London, Forrester hosted its first event dedicated to customer experience in Paris, France. It was a great pleasure for me to host about 150 leaders in a unique venue, the Parc des Princes (PSG’s football stadium!!),

Customer Experience 362

Customer Experience Customer Events B2C 362

Optimizely

AUGUST 16, 2018

Marketers already know data is key to success in B2C and ecommerce. Unfortunately, complete and accurate customer data has been shockingly difficult to get your hands on in B2C marketing. But what if you could eliminate the gap between data and marketing execution? The many systems of B2C marketing.

B2C 210

B2C Customer Data Omnichannel Point of Sale 210

Forrester eCommerce

APRIL 15, 2024

Learn the five most common barriers impeding widespread customer adoption of sustainable offerings and how to encourage sustainable behaviors among B2C buyers.

Consumer 242

Consumer B2C Customer Customer Experience 242

Forrester eCommerce

SEPTEMBER 24, 2019

Customer experience (CX) is clearly top of mind for marketers. When we asked B2C marketers about their annual priorities, only growing revenue beat improving CX. Marketers want better CX more than they want to improve their ability to innovate or accelerate their shift to digital business.[i]

Marketing 225

Marketing B2C Customer Experience Improvements 225

Optimizely

JULY 18, 2018

If you’re looking to learn about trends in the industry, new marketing tactics, and the newest ideas to drive results, that’s likely where you turn. They help you understand the story behind the marketing, getting you invested and helping you learn how to be better at your job as an ecommerce marketer. But wait, B2B?

B2C 150

B2C B2B Marketing BigCommerce 150

Forrester eCommerce

MARCH 21, 2023

Empowered customers expect seamless cross-channel experiences. B2C marketers must understand customers and create value exchanges in their individual moments of need. A cross-channel marketing hub (CCMH) can help marketers overcome data and channel integration complexity to consistently engage […]

Channel 195

Channel B2C Marketing Customer 195

Optimizely

MARCH 20, 2018

Amazon is a fact of life for every B2C brand. This is in part because Amazon offers a fantastic and easy buying experience for their customers. Buyers get fast shipping, great customer service, and easy checkout all in one. . Buyers get fast shipping, great customer service, and easy checkout all in one. .

Webinar 150

Webinar Customer Experience B2C Customer 150

ESW

AUGUST 29, 2023

Expanding DTC channels to global markets involves many complex and moving parts. Since 2019, ESW and SalesForce Commerce Cloud (SFCC) have worked together to propel the world’s best-loved brands into new markets with industry-leading solutions that grow business and create exceptional customer experiences. Or DSquared.

B2C 78

B2C Payment Services Multi-channel Payments 78

Forrester eCommerce

JUNE 27, 2022

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships.

B2C 369

B2C Marketing Customer Customer Experience 369

Optimizely

APRIL 19, 2018

From smart speakers to native integrations with voice assistants, we’re at the beginning stages of a truly transformational experience for consumers — all powered by conversations. As a B2C marketer, you’re likely wondering how your business can take advantage of voice commerce and create a fantastic experience for your customers.

B2C 207

B2C Channel Payment Services Customer Experience 207

Forrester eCommerce

OCTOBER 29, 2019

Efficiency gains and improving brand affinity via customer experience will dominate B2B marketers' thinking in 2020.

B2C 210

B2C Customer Marketing B2B 210

Forrester eCommerce

OCTOBER 22, 2020

I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA. It’s a chance to […].

Customer Experience 292

Customer Experience Customer Presentation Events 292

Retail TouchPoints

DECEMBER 15, 2023

“With Gatik’s autonomous box trucks, we are able to be quicker with our deliveries and focus more on the customer service side of things, which ultimately leads to happier customers and repeat customers.”

B2C 264

B2C Travel B2B Marketing 264

Optimizely

SEPTEMBER 18, 2018

For every Apple, there are hundreds or thousands of brand wannabes who buy fake followers and pay for engagement from their customer base. Following in Apple’s footsteps, we’ve put together a list of B2C brands that have built up a loyal following of fans that have enabled them to grow and expand their businesses rapidly.

B2C 261

B2C Fashion Magazine Jewelry 261

Forrester eCommerce

APRIL 13, 2022

At CX North America on June 7-9, we’re going to help customer experience professionals, B2C marketers, and digital business leaders embrace new risks, develop bold customer strategies, and execute faster than you ever thought possible.

B2C 195

B2C Customer Experience Customer Marketing 195

Forrester eCommerce

FEBRUARY 27, 2019

One of our 2019 B2C marketing predictions is that enterprise marketing technology will meld with customer experience (CX) investments to deliver the relevancy and consistency that consumers crave from brands. Forrester defines RTIM as: Enterprise marketing technology that delivers contextually […].

Management 348

Management B2C Customer Experience Technology 348

GetElastic

APRIL 23, 2019

Whether your business is B2B or B2C, there are many ways in which chatbots can improve your total customer experience. From answering customer questions, to recommending products, to improving efficiencies in the sales funnel, chatbots are a growing tech trend that will soon become a staple in business operations.

Customer Experience 155

Customer Experience Payment Services Customer B2B 155

Forrester eCommerce

JANUARY 29, 2019

Customers demand that marketing coordinate with sales, service, and commerce to deliver better experiences. That’s why enterprise marketing technology (martech) is melding with customer experience (CX) to deliver consistency and relevance (see Forrester’s “Predictions 2019: B2C Marketing” report).

B2C 338

B2C Customer Experience Technology Marketing 338

ChannelAdvisor

APRIL 25, 2022

To provide this more B2C-like experience, B2B organizations must ensure products on their sites are easy to find, the purchasing process is seamless, and delivery is fast, flexible and reliable. . Other ongoing challenges include adopting a different mindset around reaching customers and the customer experience once you’ve found them.

Multichannel 97

Multichannel B2C B2B eCommerce 97

Digital Doughnut

AUGUST 4, 2023

In the ever-evolving world of customer marketing, there has been a noticeable shift towards simplifying campaigns and communications in recent years.

Customer Experience 97

Customer Experience Customer Marketing B2C 97

ChannelAdvisor

APRIL 25, 2022

To provide this more B2C-like experience, B2B organizations must ensure products on their sites are easy to find, the purchasing process is seamless, and delivery is fast, flexible and reliable. . Other ongoing challenges include adopting a different mindset around reaching customers and the customer experience once you’ve found them.

Multichannel 95

Multichannel B2C B2B eCommerce 95

Optimizely

APRIL 5, 2018

Buyers today have simply changed the way they purchase products, with more and more of the B2C market moving online (or to Amazon) each year. Many B2C brands are making the leap and shifting away from retail and toward direct-to-consumer (DTC). However, it isn’t all bad news for the CPG brands who rely on retail partners.

B2C 170

B2C Consumer Shipping Costs Supplies 170

Groove

AUGUST 20, 2020

5 Holiday Marketing Tips. Increase brand awareness and drive more eCommerce sales by following these 5 holiday marketing tips: Provide a holiday shipping schedule. Leverage content marketing. Leverage Content Marketing. one of the many benefits of content marketing.). Use banners to promote holiday offers.

eCommerce 243

eCommerce Marketing Social Media Gifts 243

Retail TouchPoints

MARCH 15, 2022

AMP for email has continued to improve functionality, providing email marketers with a slew of personalization and interactivity capabilities — adding loads of features to the inbox. AMP for email allows marketers to send surveys and collect data, too. For example, now customers can take a survey directly from an email.

Marketing 289

Marketing Document Payment Services Shopping Carts 289

Forrester eCommerce

DECEMBER 11, 2022

Marketing leaders are investing in digital experience (DX) technologies including adtech, martech, and commerce tech to support their digital marketing, commerce, and customer experience initiatives. But many struggle to measure success due to a lack of relevant metrics.

Technology 195

Technology Marketing Customer Experience Operations 195

Forrester eCommerce

OCTOBER 19, 2021

Guide your holiday logistics planning around: 1) speed; 2) fulfillment options; and 3) transparency to create seamless and stellar experiences for your customers. Speed, Options, And Transparency Should Guide Holiday-Season Planning Retailers, get ahead of the holiday-season chaos and prepare your order management processes.

Customer Experience 370

Customer Experience Management Customer Fulfillment 370

Forrester eCommerce

MAY 26, 2022

Forrester defines RTIM as: Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints. RTIM enables next best experience (NBX) decision-making in the face of changing […].

Customer Experience 195

Customer Experience Management Customer Technology 195

Forrester eCommerce

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. The employee data tsunami is […].

B2C 204

B2C Customer Customer Experience Customer Data 204

Forrester eCommerce

DECEMBER 11, 2020

With collective commute times down to zero and face-to-face meetings all but impossible, we’ve seen the B2B buyer journey become an almost exclusively digital experience. These solutions are already popular in B2C and B2B markets, creating experiences that: Meet modern buyers’ expectations of immediacy.

B2B 506

B2B B2C Marketing Customer 506

Forrester eCommerce

FEBRUARY 10, 2020

Although flowers and chocolates won’t be enough to embrace customer experience, prioritizing CX has never been more important in order to advance your firm’s marketing maturity. This is just one of the many important insights from the 2019 Forrester Analytics Global Marketing Survey- and one you can find […].

Marketing 292

Marketing Customer Experience Blog Customer 292