Retail TouchPoints

NOVEMBER 17, 2023

The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. Retailers can expect that customers will turn to other vendors; once this happens, they’ve lost both the sale and the customer’s trust and loyalty.

Shipping Costs 235

Shipping Costs Customer Experience Supplies Improvements 235

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

lateshipment

FEBRUARY 14, 2020

In order for businesses to thrive in today’s highly competitive eCommerce landscape, owning and crafting a stellar delivery experience has become essential, hence the pressing need for Delivery Experience Management (DEM). Hence the need for Delivery Experience Management (DEM). Consider this.

Customer Experience 260

Customer Experience Management Shipping Costs Customer 260

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.

Customer Experience 270

Customer Experience Customer Channel Omnichannel 270

Retail TouchPoints

MAY 12, 2023

Companies looking to successfully manage a workforce responsible for performing home maintenance, appliance installation and repairs, critical electric or plumbing work — or overseeing short-cycle construction projects — need a strategy to overcome the challenges of building a candidate pipeline to ensure full staffing.

Customer Experience 322

Customer Experience Customer Travel Technology 322

Forrester eCommerce

JUNE 29, 2021

Even before the pandemic organizations, across industries, have been grappling with how to manage customer experiences across physical and digital touchpoints.

Customer Experience 281

Customer Experience Customer Management Retail 281

Forrester eCommerce

MAY 26, 2022

It’s easy to conflate real-time interaction management (RTIM) with personalization tactics, but it goes far deeper. 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.

Customer Experience 195

Customer Experience Management Customer Technology 195

Retail TouchPoints

AUGUST 1, 2022

Your advertising creative needs to give your audience — in this case your target customers — something they find valuable. With augmented reality effects, you are providing an inventive, entertaining customer experience that doesn’t feel like a brazen sales pitch to grab their attention — even if that is ultimately what you are doing.

Customer Experience 308

Customer Experience Customer Clothing Gifts 308

Retail TouchPoints

DECEMBER 15, 2021

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too many organizations are content with merely managing their experiences and setting better metrics as their only North Star.

Customer Experience 293

Customer Experience Customer Social Media Presentation 293

Forrester eCommerce

MARCH 16, 2020

Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic.

Customer Experience 545

Customer Experience Customer Improvements Management 545

Forrester eCommerce

OCTOBER 26, 2021

In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.

Customer Experience 195

Customer Experience Customer Management 195

Retail TouchPoints

APRIL 20, 2022

The Home Depot has tapped two technology veterans for high-level positions, naming of Matt Carey as EVP of Customer Experience, a newly created role, and Fahim Siddiqui as EVP and CIO. Before that Carey worked for 20 years at Walmart with roles including SVP and CTO. “In

Customer Experience 262

Customer Experience Customer Supplies Technology 262

lateshipment

AUGUST 1, 2022

The benefits of automation are clear for the business as a whole, and automation can also transform the customer experience even when the customer isn’t directly involved. Shopping and checkout experiences can be managed directly by the customer, but that’s only half of the overall order experience.

Customer Experience 147

Customer Experience Payment Services Customer Shipping Costs 147

Forrester eCommerce

APRIL 7, 2022

It’s 2022 but there are still an alarming number of companies that focus on everything but customer experience. Let's look at the systemic issues behind this lack of focus.

Customer Experience 195

Customer Experience Customer Management 195

Retail TouchPoints

AUGUST 4, 2022

For retailers, inventory hoarding by bad bots has become a critical challenge to manage during the holiday shopping season. As retailers prepare for the upcoming holiday shopping season, they need a strategy for managing the inevitable bad bot traffic that will land on their site.

Customer Experience 259

Customer Experience Customer Gifts Management 259

Forrester eCommerce

NOVEMBER 26, 2018

I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX.

Customer Experience 401

Customer Experience Customer Web Design Management 401

Kibo

OCTOBER 27, 2020

Over the years, small and mid-sized retailers have made great strides competing against ecommerce behemoths by implementing strategies that have allowed them to offer the same customer experience and fast delivery as the Amazons and Walmarts of the world. But they really must think about order management systems holistically.

Customer Experience 118

Customer Experience Management Customer Fulfillment 118

iVend

JANUARY 13, 2022

iVend Retail Management Suite iVend’s retail technology helps retailers in returns management. Returns Management: Returns drives sales and satisfaction Returns management is an integral part of the overall customer experience and your returns policy is therefore an important element.

Customer Experience 95

Customer Experience Management Customer POS 95

Forrester eCommerce

SEPTEMBER 2, 2019

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

Customer Experience 390

Customer Experience Improvements Customer Management 390

Forrester eCommerce

JULY 15, 2019

Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose by 1.2 points, to 67.2.

Customer Experience 331

Customer Experience Customer Management 331

Forrester eCommerce

JUNE 9, 2022

Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Retail TouchPoints

JUNE 2, 2023

Smart retailers are realizing that their increasingly complex omnichannel offerings have made strong supply chain management more important than ever. For our customers it’s all about breadth.” Hot Topic has found that predictability — not necessarily speed — is among the most important aspects of the customer experience.

Management 246

Management POS Shipping Costs Supplies 246

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 297

Customer Experience Customer Presentation Events 297

Retail TouchPoints

MAY 3, 2023

And we push the limits using high-performing feature engineering technology that can successfully manage Big Data data marts, provide visibility for business intelligence users and guide marketing campaigns. Companies need to reimagine how they manage customer data marts, as these can no longer be manually maintained and managed.

POS 227

POS Customer Experience Customer Technology 227

GetElastic

SEPTEMBER 23, 2022

Your merchandising team can now create and execute unrivaled customer experiences with an easy to use drag-and-drop page builder while leveraging the power of EP Product Experience Manager (PXM) to create unlimited catalogs & pricebooks across touchpoints. Heard it all before? With Builder.io

Customer Experience 218

Customer Experience Customer Demo Games 218

Forrester eCommerce

JUNE 6, 2022

Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022, reveals that CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

365 Retail

NOVEMBER 28, 2022

Having found out that “traditional” management tools have become less relevant, brands were forced to rethink their processes to survive, stay relevant and true to their audiences. . On the one hand, operational changes and on the other hand, changes linked to the user experience.

Omnichannel 98

Omnichannel Customer Experience Management Payment Services 98

Forrester eCommerce

JUNE 16, 2023

The Canada CX Index 2023 shows brands backsliding on performance. Read about the results and meet two brands that beat the odds and improved their CX Index scores in a tough year.

Customer Experience 195

Customer Experience Customer Improvements Customer Loyalty 195

Retail TouchPoints

FEBRUARY 24, 2023

Coles Group , which operates a chain of more than 800 supermarkets across Australia, will deploy the Bringg delivery management platform in a bid to make its home delivery operations more efficient. The solution will make it easier for Coles to allocate deliveries to its network of carriers and track deliveries in real time. “We

Management 229

Management POS Fulfillment Operations 229

Forrester eCommerce

FEBRUARY 16, 2024

Now think of this relationship in terms of your experiences with brands. Do those experiences feel invisible and immersive? Imagine having a butler who anticipates and serves your needs. In Gotham City, Alfred ensures Batman’s utility belt is always stocked.

Management 421

Management Customer Customer Experience B2C 421

Retail TouchPoints

MARCH 24, 2023

As a result, customer flow management is more important than ever as leaders seek to empower the customer, improve the employee experience and collect actionable data to potentially scale their business. Final Thoughts We live in an experience economy — and a global one at that. Maximize potential.

Improvements 263

Improvements Management Customer Banking 263

Forrester eCommerce

MAY 21, 2019

Employee engagement is critical for customer experience.

Customer Experience 412

Customer Experience Customer Management 412

Kissmetrics

DECEMBER 10, 2020

How do you successfully manage your online reputation, too? But if you’re already managing a lot, your best bet is outsourcing it to an ORM, or an online reputation manager. To help you put your best image out there, I’ve reviewed and done extensive research on online reputation managers, so you don’t have to.

Management 363

Management Social Media eCommerce SEO 363

Forrester eCommerce

SEPTEMBER 11, 2020

Product managers must integrate design thinking into their product commercialization and lifecycle process to foster a customer-focused approach for offerings. Sam Somashekar shares the top three tips to help integrate design thinking principles into product management activities to ensure commercial success of your products.

Management 544

Management Customer Marketing Customer Experience 544

FastSpring

OCTOBER 13, 2020

In this post, we’re featuring our Senior Manager of Customer Experience, Jay Offringa Hall! I am currently the Senior Manager of Customer Experience. Before I came to FastSpring, I worked for Citrix/GoToMeeting as their Marketing Conversion Manager. What is your current role at FastSpring?

Customer Experience 113

Customer Experience Management Hobbies Customer 113

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. Real-time interaction management (RTIM) provides critical capabilities that enable marketers to realize their CX ambitions.

Management 349

Management B2C Customer Experience Technology 349