Retail TouchPoints

MARCH 26, 2021

At a time when brand interactions bridge both digital and physical shopping, it is increasingly important for retailers to leverage technology to improve customer experiences and create value. Here are a few examples of how technology enhances customer experience and strengthens brand value.

Customer Experience 306

Customer Experience Technology Customer Fulfillment 306

Forrester eCommerce

JANUARY 6, 2020

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.

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Channel Technology Customer Experience B2B 524

Kissmetrics

OCTOBER 5, 2020

For better or worse, technology affects communication because it is a part of our everyday lives. You might see the average elementary-aged child with their head buried in a smartphone and tempted to take a gloomy outlook on what technology has done to us. How Has Technology Affected Communication? But is it all bad?

Technology 363

Technology Social Media Information Live Chat 363

Retail TouchPoints

FEBRUARY 16, 2024

With the sector continuing to experience accelerated growth, major retailers are looking for ways to maintain and build trust while dramatically improving customer experience and orchestrating cohesive customer journeys. AI-driven solutions offer businesses a powerful way to personalize customer experiences.

Customer Experience 250

Customer Experience Payment Services Improvements Customer 250

Retail TouchPoints

OCTOBER 12, 2023

As a matter of fact, as accessibility becomes a more prevalent concern in the retail sector, the interplay between new technology and AI represents some good news. Features that improve accessibility have the power to help legitimize AI-powered tools and services and lead to more trust around the new technology.

Technology 255

Technology Other Consumer Fashion 255

Retail TouchPoints

OCTOBER 17, 2023

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. It may be exactly what contact centers need to not just move on from deflection, but have the confidence to once again encourage customers to call. And yes, customers are noticing.

Customer 244

Customer Multi-channel Channel Customer Experience 244

Algopix

OCTOBER 15, 2023

Cross-channel tracking, also known as cross-device tracking, involves monitoring customer interactions and behaviors across multiple online channels and devices. These channels can include websites, mobile apps, social media platforms, email, and more. This is where cross-channel tracking becomes invaluable.

Channel 128

Channel eCommerce Social Media Customer Loyalty 128

Retail TouchPoints

JUNE 28, 2023

Under Armour has named long-time Marriott executive Jim Dausch as its new Chief Customer Officer (CCO), effective July 24, 2023. The retailer also has promoted Danny Miles to EVP, Chief Technology Officer and announced the departure of current COO Colin Browne and Chief Product Officer (CPO) Lisa Collier.

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Multi-channel Customer Supplies Apparel 279

Forrester eCommerce

OCTOBER 21, 2019

Channel professionals want to talk about expanding their partner programs and building broad ecosystems, but the truth is that many of their basic program and channel management processes are still painfully manual and error-prone.

Channel 316

Channel Management Technology Customer Experience 316

Retail TouchPoints

MARCH 6, 2024

Common missteps that mismanage customer expectations include inaccurate online product descriptions, low-quality images, lack of inventory visibility or accuracy and inadequate sizing details. This is just one example of how companies are utilizing technology innovations to prevent returns up front.

Customer Experience 252

Customer Experience Shipping Costs eCommerce Improvements 252

Retail TouchPoints

NOVEMBER 3, 2023

It’s a common marketer’s dilemma: how do you expand your brand’s appeal beyond its core customers? Ironically, one of the things that made this such a tall order was that the retailer’s original customer group really, really loves the brand. We were able to reach more customers and reach them more efficiently while spending 40% less.”

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Channel Apparel Customer Marketing 256

Retail TouchPoints

JUNE 7, 2023

Sensory design is now recognized as a powerful sales tool — the senses play a critical role in human perceptions and can create positive experiences that delight and engage customers. Sensory Enabling Technologies (SETs) enable consumers to feel textures, smell and even perceive the taste of a product. virtual reality).

Technology 264

Technology Retail Customer Experience Presentation 264

Forrester eCommerce

JUNE 3, 2021

Following up the previously published Now Tech report, I’m excited to announce that The Forrester Wave™: Cross-Channel Campaign Management In Asia Pacific, Q2 2021 is now live.

Channel 235

Channel Management Customer Data Technology 235

Retail TouchPoints

FEBRUARY 6, 2024

The technology, it turns out, largely functions as promised: AI is in fact quite good at making personalized recommendations. Which is to say that while the AI boosters have done excellent work persuading the marketers, they have their work cut out for them with the people who actually matter, i.e. customers.

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Recommendation Customer Hobbies Technology 265

Retail TouchPoints

FEBRUARY 17, 2022

Chico’s will leverage fabric’s technology, including omnichannel order management and inventory systems, to power its commerce offerings across the entire company. Additionally, fabric’s inventory management capabilities will help the retailer improve accuracy and transparency across all three of its banners to boost the customer experience.

Technology 258

Technology Omnichannel Improvements Shipping 258

Groove

FEBRUARY 27, 2024

Podcast : Download | Subscribe : Apple Podcasts | Google Podcasts | Spotify Meeting Dave Santiago of Cutter & Buck In this episode of the eCommerce Masters Podcast, host Ethan Giffin engages with Dave Santiago, VP of Omni Channel and Corporate Sales at Cutter & Buck.

eCommerce 195

eCommerce Apparel Operations Multi-channel 195

Retail TouchPoints

AUGUST 19, 2022

Faced with an endless number of brands, product options and channels to shop through, consumers are looking for the perfect combination of “value” and “values.” Retail TouchPoints (RTP): How have shifts in consumer behaviors and expectations impacted the way retailers invest in technology? But has it changed their priorities at all?

Technology 246

Technology Shipping Costs Omnichannel Mobile 246

Retail TouchPoints

AUGUST 8, 2023

Right now, retailers are selfishly positioning their customer journey to benefit their marketing efforts, not the end consumer. While data sourcing customer information can be a key part of any marketing strategy, it could also be the reason you’re losing revenue. Here’s why.

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Customer Social Media eCommerce Consumer 213

Retail TouchPoints

DECEMBER 27, 2022

Instead, these brands need to meet customers where they already are and adhere to their communication preferences — which currently, perhaps surprisingly, points to voice. However, when considering voice as a channel, it’s not just about making phone calls. Programmable Voice for Greater Customer Experience (CX).

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Customer eCommerce Retail Customer Experience 312

Retail TouchPoints

MAY 2, 2024

An Accenture survey of 16,000 customers in 13 countries across Asia, Europe, Latin America and North America reported that over half of all consumers have adopted digital payment methods such as digital wallets, many of which displace banks’ brands from the customer experience. Consumers value the convenience these offer.

Customer Retention 248

Customer Retention Payment Services Gifts Marketing 248

Retail TouchPoints

OCTOBER 18, 2021

Customer experience and employee experience live in two different acronyms, CX and EX. A recent Forrester survey report found that companies that provide connected experiences between CX and EX report dramatic benefits around innovation, cost reduction, revenue growth, customer experience and digital transformation. That’s a problem.

Customer Experience 271

Customer Experience Customer Channel Omnichannel 271

Retail TouchPoints

JANUARY 26, 2022

Zaballero: This is more a question of how corporate communications can react to better support the customer shopping experience. Retail store design is a multi-year investment in capital, and therefore it is easier to adapt to unprecedented changes through brand communication and customer service models.

Technology 272

Technology Multi-channel Department Stores Definition 272

Retail TouchPoints

FEBRUARY 2, 2024

This concept of starting with a deep understanding of the customer (at times more deeply even than they understand themselves) and building from that point is also the basic premise of retail’s latest technological and philosophical movement — unified commerce. As was often the case, Jobs was ahead of his time.

Omnichannel 266

Omnichannel Payment Services Technology Banking 266

Kissmetrics

JUNE 14, 2017

Your customers are everywhere. That’s why it’s important to map out how your business engages with customers across several channels. Cross-channel engagement involves integrating multiple marketing channels to seamlessly interact with your target audience. Then, spread a consistent message in all your channels.

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Channel Customer Jewelry Customer Data 226

Retail TouchPoints

APRIL 26, 2022

Charanga will use RFID technology to enable a real-time view of stock in order to optimize product availability across all channels and provide the foundation for omnichannel services including buy online, pick up in-store (BOPIS) and ship-to-store. The technology also is expected to help reduce waste and lead to fewer markdowns.

Omnichannel 213

Omnichannel Technology Clothing Supplies 213

RTP blog

SEPTEMBER 25, 2017

As time goes on, and as consumers continue to weave seamlessly in and out of channels, their expectation for a smooth, frictionless shopping experience will continue to rise, making it vital that retailers meet their needs every step of the way. With technology that creates a seamless shopping experience and insights from your data.

Technology 300

Technology eCommerce Platforms eCommerce Recommendation 300

Forrester eCommerce

NOVEMBER 19, 2019

Even though the category is cross-channel campaign management, CCCM is more than just campaigns. CCCM technology is evolving to address contextually relevant customer interactions, and marketers are turning to CCCM solutions to support their moments-based marketing capabilities.

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Channel Management Technology Marketing 226

Retail TouchPoints

JULY 20, 2021

Customer service received renewed attention among retailers last year following the forced shifted to digital communication and service channels. According to the 2021 Retail TouchPoints Customer Loyalty Benchmark Survey , 58% of retailers gained new ecommerce customers as a result of the pandemic.

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Customer Customer Loyalty Reference Channel 298

lateshipment

APRIL 28, 2024

From brick-and-mortar to e-commerce, businesses have been running successfully all these years by building their foundation on just a question — “What do customers want?” So, coming back to the question, “ What do customers want?” The Need To Focus On CX In Today's Business Landscape Customer demands are never the same.

Customer Experience 130

Customer Experience eCommerce Customer Merchant Services 130

365 Retail

APRIL 2, 2024

Millennials are the most likely shopper demographic to have their buying decisions influenced by Retail Media ads at the shelf-edge, the latest research from the Retail Technology Show (RTS), taking place on 24 & 25 April 2024 at London’s Olympia, reveals.

Technology 109

Technology Retail Social Media Events 109

Retail TouchPoints

JANUARY 24, 2022

Savage X Fenty has launched in-store fitting technology powered by FIT:MATCH at its first brick-and-mortar location , with plans to expand the solution across all its channels over the coming year. Savage x Fenty also has invested in FIT:MATCH to accelerate expansion of the AR-powered technology.

Technology 182

Technology Recommendation Channel Customer 182

Retail TouchPoints

JUNE 22, 2023

And despite having an incredibly loyal customer base, Anthropologie has focused on expanding its reach, especially among consumers in their late 20s through early 40s — and a few more as well. In marketing, it’s not about one channel or another; you need the portfolio because things can change,” Preis explained. But you can’t get lazy.

Customer 254

Customer Clothing Consumer Fashion 254

Wiser

APRIL 16, 2024

Category management in retail has evolved significantly over the past two decades, reflecting broader changes in technology, consumer behavior, and market dynamics. The goal was to maximize sales and profitability per category by appealing to the broadest possible customer base and ensuring product availability.

Technology 78

Technology Management Presentation Supplies 78

Forrester eCommerce

APRIL 10, 2020

Marketers, let’s face it: Offering consumers a great experience across their entire customer journey remains a challenge. Despite technology that provides insights, touchpoints are multiplying, marketing channels are still siloed, and customer expectations for a seamless brand experience continue to grow.

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Customer Channel Technology Consumer 294

lateshipment

MAY 30, 2023

And one such channel that can be the best choice for you in the current scenario is your social media game. With technological advancements happening throughout the e-commerce space, there are also several up-and-coming innovations in social media that businesses can take up to stay competitive.

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Social Media Technology eCommerce Shipping Costs 130

ESW

DECEMBER 4, 2023

The partnership gives ecommerce brands built on Shopware access to ESW’s suite of solutions to enable all aspects of DTC cross-border expansion, including compliance, data security, fraud protection, taxes and tariffs to checkout, delivery, returns, customer service and demand generation, in as little as four weeks.

Merchant Services 88

Merchant Services Payment Services Technology Shipping Costs 88