Retail TouchPoints

FEBRUARY 16, 2023

The retail industry had to reimagine ways to reach customers that sparked a digital transformation. The industry experimented with new approaches to how we do business in order to streamline the customer experience. One of the most common complaints customers have is waiting too long in checkout lines.

Payment Services 219

Payment Services Banking Customer Experience Technology 219

Retail TouchPoints

NOVEMBER 16, 2022

The retail industry has experienced a great deal of change over the last 2½ years with the accelerated growth of online sales, the introduction of new safety protocols, the expansion of experiential retail concepts and the integration of new technologies. Benefits of Incorporating Food and Beverage.

Food and Beverages 279

Food and Beverages Small Business Retail Retail Arts 279

Forrester eCommerce

APRIL 10, 2023

Unlike more highly regulated industries like healthcare and financial services, retail has leaned on cloud heavily since the early days to power blazing-fast websites […] Last week, we published our latest in a series of “State Of” reports for specific verticals.

Financial Services 195

Financial Services Retail Payment Services Customer Experience 195

Retail TouchPoints

AUGUST 15, 2022

Organizations that can successfully assess identity trust in online interactions will improve the customer experience, enhance their brand reputation, build customer loyalty and extend customer lifetime value. With trusted identities, organizations can keep consumers happy with safe, easy online experiences.

Merchant Services 227

Merchant Services Payment Services Payments Financial Services 227

Retail TouchPoints

JULY 13, 2023

Today’s world has shown us how geopolitical issues, outbreaks of conflict, terrorism and large-scale organized crime (including cybercrime) are becoming increasingly entwined with fraud, compliance and risk management. Only then can compliance shake hands with a smooth payment experience.

Merchant Services 214

Merchant Services Payment Services Payments Banking 214

Retail TouchPoints

JULY 6, 2023

All customers have to do is donate their old jeans instead of throwing them away and, in return, the retailer will offer the customer a discount on a new pair. Do we have the right user experience? Do we have the right customer experience? Do our physical and digital platforms match?

Customer Loyalty 212

Customer Loyalty Customer Retail Financial Services 212

Forrester eCommerce

FEBRUARY 6, 2019

Take Practical Steps To Apply CX Disciplines To Digital Initiatives Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to enable a more customer-driven, agile operating model. The question is, are these initiatives aligned?

Customer Experience 360

Customer Experience Operations Technology Improvements 360

Retail TouchPoints

NOVEMBER 18, 2021

17, provided plenty of answers in the form of tips, technology use cases, real-world success stories and a raft of innovative ideas. Employ new extended reality (XR) and the latest visual technologies to bring products to life online. Employ new extended reality (XR) and the latest visual technologies to bring products to life online.

Consumer 242

Consumer Merchant Services Social Media Technology 242

Forrester eCommerce

SEPTEMBER 25, 2019

I’ve spent the past three weeks interviewing global financial institutions, fintech startups, and technology vendors to gain a broader perspective on how financial experiences will evolve in the coming years.

Financial Services 72

Financial Services Technology Customer Banking 72

Forrester eCommerce

MARCH 22, 2023

Poor risk management practices, a questionable corporate culture, and a long series of scandals created an explosive mix that led to Credit Suisse’s collapse and consequent acquisition by rival UBS.

Banking 195

Banking Definition Events Management 195

Forrester eCommerce

JULY 29, 2020

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking. The drivers of the future are evolutions of the past – some playing out now, others that will be far more prominent by 2025 and table stakes by 2030. […].

Banking 536

Banking Other Retail Financial Services 536

FastSpring

JUNE 19, 2019

We’re Personalizing Customer Experiences More Than Ever Before. Companies are farming more data than ever before to try and find out what their customers are looking for in a product or service. Seven of the top 10 global market leaders are now technology companies: 5. Let’s take a deeper look at them.

Payment Services 84

Payment Services Banking Payments Financial Services 84

Forrester eCommerce

FEBRUARY 25, 2021

Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a sub-par experience for far too long. Digital transformation is coming to Corporate Banking.

Banking 355

Banking Retail Customer Financial Services 355

Forrester eCommerce

JULY 30, 2020

Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected, insights-driven, and purposeful.

Banking 371

Banking Financial Services Customer Experience Mobile 371

Forrester eCommerce

APRIL 27, 2023

To assess the digital experience, we reviewed the functionality and user experience of 12 North American mobile investing apps that target self-directed investors, and we provide an Excel-based tool that allows digital business leaders to evaluate their customers’ digital journeys.

Mobile 195

Mobile Customer Financial Services Customer Experience 195

Forrester eCommerce

SEPTEMBER 6, 2019

Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)!

Presentation 354

Presentation Consumer Financial Services Banking 354

Forrester eCommerce

APRIL 15, 2020

Quite a lot has happened since 2020 started. As Australian banking leaders roll out initiatives to help consumers and small business owners cope with the fallout from the coronavirus, they also face an impending deadline: to make consumer data available by July this year.

Banking 405

Banking Consumer Financial Services Customer Experience 405

Whisbi

JULY 10, 2019

A recent report by Gartner into digital marketing and advertising highlights that Conversational Marketing is currently just entering the vocabulary of many marketers and will soon pique the interest of managers. It also helps increase cross-selling and up-selling and improves customer experience, driving up the NPS.

Marketing 68

Marketing Travel Social Media Books 68

Whisbi

FEBRUARY 19, 2019

Conversational sales is based on the principle of only selling to those customers who are ready to buy and simply facilitate the questions or doubts of those who are not yet ready to make a purchase decision. This method has been proven to increase online conversion rates, improve customer experience and shorten the sales cycle.

Banking 85

Banking Travel Automotive Books 85

Retail TouchPoints

AUGUST 29, 2022

While foot traffic still plays a major role in business, mobile apps elevate and simplify customer experiences and drive engagement and brand loyalty. For example, the Starbucks mobile app allows customers to place customized orders and receive rewards for preloading payments. Reed is a graduate of Duke University.

Mobile 304

Mobile Payment Services Payments Retail 304

Forrester eCommerce

NOVEMBER 19, 2019

Wealth and investment management firms want to leverage digital technologies to improve customer experience (CX) across touch points, and raise the productivity of their advisors. A digitized financial advisor enables advisors to focus on value-added, rather than administrative, tasks.

Improvements 204

Improvements Management Customer Experience Technology 204

Retail TouchPoints

AUGUST 18, 2022

“BNPL isn’t really an innovative product; it’s kind of the old layaway, catalog finance product, but there was a route to market innovation that came together with a consumer trend,” explained Jonathan Sharp, Managing Director at the Consumer and Retail Group at Alvarez & Marsal (A&M) in an interview with Retail TouchPoints. “

Merchant Services 250

Merchant Services Payment Services POS Consumer 250

Ecommerce Platforms

AUGUST 7, 2019

Probably the best-known customer relationship manager tool in the world today, Salesforce has a 20% market share in the current industry, making it the go-to solution for millions of businesses worldwide. Once implemented, these tools will ensure that your entire team has no time managing even the most complicated of workflows.

Payment Services 112

Payment Services Multi-channel Arts Management 112

Sailthru

JUNE 27, 2018

Any marketing leader planning to re-evaluate their multichannel campaign technologies in the next year should be referring to Gartner’s 2018 Magic Quadrant for Multichannel Marketing Hubs. Customer Profile Management. Customer profile management and customer data management are not new needs.

Multichannel 60

Multichannel Merchant Services Technology Channel 60

Ecommerce Platforms

JULY 2, 2019

Consumer marketing: Deliver super-specific campaigns to your customers to meet their individual needs and expectations. Customer base marketing: Create campaigns that reach your online audience via social media, mobile apps, and email. Lead management: Attract leads and nurture them all the way to purchase.

Marketing 131

Marketing Social Media Mobile Omnichannel 131

Ecommerce Platforms

APRIL 5, 2023

Grandview Research ) By 2025, 100 million people will be working in AI By 2025, the World Economic Forum predicts countless people will be working directly with artificial intelligence technology. One survey by Strategy Analytics found that 41% of respondents believe emerging technologies will help to create a better life for them.

Improvements 104

Improvements Technology Customer Experience Marketing 104

365 Retail

OCTOBER 21, 2022

Automation, AI/ machine learning and green energy are all key areas of focus for retailers when it comes to the technologies driving digital transformation. And yet a third cite a lack of leadership experience in product (34%) and nearly a quarter cite a lack of leadership experience in technology (23%) as their top strategic concerns.

Financial Services 96

Financial Services Retail Technology Improvements 96

Retail TouchPoints

AUGUST 20, 2021

Peter Drucker, the father of modern business management, is attributed with an iconic quote: “If you can’t measure it, you can’t improve it.” But today, when technology gives us the capability to make virtually everything measurable, moving from data to insights — and ultimately to meaningful action — is where the true challenge lies.

Customer Data 344

Customer Data Payment Services Customer Financial Services 344