article thumbnail

Navigating The Regulatory Maze: Enhancing Customer Experience In Finance And Healthcare

Forrester eCommerce

No regulation was designed to ruin the customer experience, yet poor experiences in regulated industries abound. At CX Summit North America, we'll explore how leading organizations are navigating these challenges.

article thumbnail

Customer Experience Quality In The US Falls To An All-Time Low

Forrester eCommerce

US consumer perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key takeaways from our just-launched report.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Overall Canada Customer Experience Quality Drops To A Historic Low

Forrester eCommerce

Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.

article thumbnail

Q&A With Keith Fletcher, International Customer Experience Manager At E.ON

Forrester eCommerce

A few weeks ago Keith Fletcher, international customer experience manager at E.ON, joined me on stage at Forrester’s CX Summit EMEA to talk about E.ON’s approach to CX. Its customer journeys are key to giving […] Since 2008, E.ON

article thumbnail

eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

Industry experts Jennifer Wright and Nick Barron will focus on elevating the experiences that customers demand - meeting them wherever they are, with personalized interactions that leave a lasting impression.

article thumbnail

Fairy-Tale Data: The Comforting Fiction That Undercuts Your CX Efforts

Forrester eCommerce

Chances are that your organization is lying to itself about the quality of the customer experience (CX) it provides. But this lie is so pleasant, so comforting, that organizations continue to tell it even as the problems it creates pile up. The lie is based on fairy-tale data — data that tells a charming fiction […]

article thumbnail

Learn How Humans And AI Will Unite In The Future Of Work

Forrester eCommerce

This year’s CX Summit North America will feature our latest insights into how AI will impact company culture, DEI priorities, customer experience, and more.

article thumbnail

How Ambitious Brands Are Leveraging Composable Commerce

Business models have been slow to adapt to the shift to digital commerce, leaving brands to struggle to match customer experiences to the changing retail landscape. A composable commerce stack enables brands to take control of their omnichannel journeys, accelerating their ability to innovate customer experiences and commercial models.

article thumbnail

Is Your Business AI-Ready? Find Out with Orium’s Maturity Model

Uncover gaps and strengthen your foundation for AI-driven efficiencies that streamline operations and elevate customer experiences. Orium's Data & AI Maturity Model provides a quick, actionable way to assess your starting point. Download the model, share it with your team, and take the first step toward impactful AI adoption today.

article thumbnail

How To Craft Your Perfect Retail Tech Stack

Speaker: Jason Cottrell and Brian Walker

As customers and stakeholders expect agility and innovation, how can you meet these expectations efficiently without stumbling into complexity? Explore a customer-centric approach to navigating digital transformation in retail. You'll learn to: Utilize tech enhancements for a flexible digital approach.

article thumbnail

Is Your Brand AI-Ready? Find Out with Orium’s Maturity Model

As you explore how AI can boost efficiency and transform customer experiences, understanding your business’s readiness is key. Many brands face hurdles—underdeveloped data strategies, limited AI-ready infrastructure, or lack of seamless integration across systems. Orium's Data & AI Maturity Model offers a clear starting point.

article thumbnail

Omnichannel Personalization: From In-Store to Online and Everything in Between

Experts from Bloomreach and Orium will teach you how to build seamless journeys with highly personalized interactions—across in-store, email, web, and more—by leveraging data at crucial touchpoints to create a unified customer experience. Watch now!

article thumbnail

Composable Commerce Reference Architecture 2024 Edition

Presented in partnership with commercetools, Contentstack, and Google Cloud, this edition is packed with new insights and practical examples to help you navigate changes in digital commerce and construct an adaptable tech stack optimized for efficiency and scalability.

article thumbnail

How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. But can retailers actually deliver? So what are the potential solutions?

article thumbnail

The Pragmatic Guide to Composability

Specifically, you’ll discover how composability: Modernizes frontend and backend systems Drives operational efficiencies Enhances customer experiences Can be implemented at any time in any digital strategy Download your guide and explore modern commerce dynamics today.