How chatbots can optimize customer experience (CX)


Imagine a customer service experience where the business representative is always available, friendly and equipped to handle any inquiry you send their way. They have quickly taken over customer service functions for a growing number of businesses. The B2C Experience.

Making It Real: Disruptive Technology To Elevate the Customer Experience

Retail TouchPoints

By Austre DeHaro and Brandon Pemberton, Point B Store experience is an essential element of success, particularly as retailers lose market share to assortment and price players like Amazon and Walmart. A company’s value proposition articulated through store experience becomes the product.

5 Steps To Creating A Better In-Store Customer Experience

Retail TouchPoints

By Derek Dykens, Cisco Traditional retailers are feeling immense pressure to improve the in-store customer experience as innovative, digital-first competitors continue to enter the brick-and-mortar space. Now that sounds like a better experience for everyone.

Amidst Customer Experience Obsession, Don’t Overlook Importance Of Analytics

Retail TouchPoints

By Paul Millette, Carousel Industries For arguably anyone in retail, the conversation of “delivering the ultimate customer experience” is as prolific as discussions about inventory management, supply chain operations and P&L statements.

Retailers: Extend Omnichannel Capabilities To The Customer, Not Just Operations

Forrester eCommerce

age of the customer digital business omnichannel customer experience online retail retail customer digital retail digital store omnichannel

Nordstrom’s Acquisitions Show Personalization Will Continue To Be Critical For A Winning Customer Experience

Retail TouchPoints

By Tom O’Keefe, 4-Tell Nordstrom has long been synonymous with the words ‘Customer Experience.’ Blending Online And Offline Nordstrom’s acquisitions further support the importance of omnichannel experiences.

Forrester’s Customer Experience Marketing Summit 2016 In Sydney Is Fast Approaching!

Forrester eCommerce

As all organizations operating in Australia understand, the line between brand, marketing, and customer experience (CX) disciplines has blurred as people gain access to companies, services and products on their own terms. Key topics they'll cover include: Driving business results, competitive advantage, and growth by delivering the right customer experience. Instilling an understanding of customer emotions into design experiences and branding strategy.

Retail Customer Experience: The Key to Success


Retail Customer Experience: The Key to Success. I have participated in many vendor presentations and retailer discussions where the phrase “customer experience” has been used. Everyone agrees that a positive customer experience is a necessity for retail “winners”.

Digitalization In Industry — Observations From Hannover Messe 2019

Forrester eCommerce

APIs & API management chief information officer (CIO) customer experience development & operations (DevOps) digital business Innovation open data telecommunications services

Transforming the Customer Experience With “Persegmentation”


Digital Operative shares how a strong “persegmentation” strategy can truly transform your customer journey from start to finish. The post Transforming the Customer Experience With “Persegmentation” appeared first on Bronto Blog. Marketing Strategy Partners Personalization Segmentation

Who Moved The Communications Services Sector?

Forrester eCommerce

age of the customer chief information officer (CIO) customer experience infrastructure & operations security & risk CIO digital transformation emerging technologySuccess in the communications services sector is indeed a capricious piece of cheese. In it, every new technology advancement brings new business models, new security and sociopolitical debates, brand new industries of disruptors, and even new job roles for man and machine.

Digital commerce is playing a pivotal role in customer experience strategies.


Digital commerce is playing a pivotal role in customer experience strategies. The world’s leading research firm, Gartner, recognized that digital commerce is a key way to acquire customers, develop relationships, drive revenue and reduce costs.

How E-Commerce Can Become Carriers’ ‘Secret Weapon’ to Unified Customer Experiences


Against the technical backdrop of increasing expectations for always-on internet and mobile services, many carriers are struggling on the frontend with customer experience. Fragmented Customer Experiences. It is not just customers who get frustrated.

Be Better Than Best-Guess Development

Forrester eCommerce

Developers sometimes feel as though they work in the dark, writing code, pushing updates, and delivering features but remaining detached from the customers they serve. Often relying on feedback from internal experts and best guesses, dev teams rarely have an unobstructed view into how customers truly use their features and feel about their products.

When Piloting Colocation, Measure Customer Impact

Forrester eCommerce

When Piloting Colocation, Measure Impact To Location, Customers, And Operations It’s been interesting to see creative real estate colocation ideas such as the recently announced pilot for ALDI in 10 Kohl’s stores.

How Digital And CX Teams Collaborate To Deliver On Brand Promise

Forrester eCommerce

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 flipside of CX: Operational excellence


If there’s one factor that drives an exceptional customer experience (CX), it’s operational excellence. But what do we mean when we say “operational excellence”, how can it be achieved, and what are the outcomes?

Luxury Retail 2018: What A Difference A Year Can Make

Forrester eCommerce

Back in the summer of 2017, we warned that luxury brands were out of time when it came to improving their digital customer experiences and internal operations.

Train, Monitor, Reward: How to Create a Great Customer Experience


They outline how a customer's path to purchase can be made great with the help of your well-trained employees. You’re watching from across the room as one of your sales employees works with a customer. Your employee hasn’t looked up to make eye contact with the customer in more than two minutes while the customer is anxiously shifting their weight from foot to foot; you cringe as you count the seconds go by. Retail Operations Customer Experience

Keep Experimenting To Apply The Best Digital Technology For Your Store Environment

Forrester eCommerce

Retailers are slowly moving beyond omnichannel fulfillment capabilities in stores to invest in digital store technologies that empower store associates, improve customers’ engagement, and enhance store operations.

Back2Basics: Sharing B2B Marketing Best Practices With Mark Eardley Of

Forrester eCommerce

age of the customer B2B marketing buyer engagement customer centricity operating models B2B Marketing customer experience digital business Marketing

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When Trains Start Running Late: Japan’s Digital Awakening

Forrester eCommerce

I love going to Japan where everything works flawlessly and where customer obsession, or “omotenashi”, is deeply engrained into the culture of every institution: this is where, for instance, train operators apologize when their trains leave the platform 25 seconds earlier than schedule.

Mobile In-Store Retail Delivers Service, Efficiency and Convenience

Forrester eCommerce

Customer service through associate-assisted mobile scanning and checkout. Operational efficiency through associate mobility. Customer convenience through self-service mobile checkout. In-Store Mobile Delivers Service, Efficiency, and Convenience.

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The Insurance Industry Is A Prime Target For AI Technologies And Solutions

Forrester eCommerce

It is certainly a balancing act to find that perfect peanut butter-and-jelly combination of operational efficiency and customer engagement, however I believe many insurance carriers to be up to the […]. artificial intelligence (AI) customer experience Insurance risk managementIn their quest to become digital insurers, insurance carriers have a revolutionary opportunity to improve their businesses with new and emerging artificial intelligence (AI) technologies.

Here’s What Your Customers Really Want For The Holidays: Better CX For X-Mas

Retail TouchPoints

You step into any store, and you’ll see customers busy browsing and buying — and it’s the same story online. When it comes to holiday shopping, you can’t take customers for granted. Yes, holiday sales are still important (and customers still expect them), but they aren’t everything.

Organizational Design Needs Deep-Rooted Change

Forrester eCommerce

Every day, executives lean in and light up when we describe the virtues of operating with true customer obsession, vowing to make a change. age of the customer business transformation & organizational change management customer experience digital business digital transformation organization organizational structureand then they return to their reality. The entrenched design of their companies’ organization holds them back.

How to Apply the 8 Lessons of Amazon Operations to Your Retail Strategy

Dynamic Action

It provides expert insights on Amazon’s approach to data, customer experience and long-term profit, with advice on how to replicate these strategies within your own operations. Lesson #1: Form a complete view of the customer experience.

Modernize Your Martech Stack for Moments

Forrester eCommerce

The world is changing and with it, consumers’ expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that serve everyone to smaller, more contextual experiences served to consumers in just the moment they need them. Marketers must adopt the right strategy, operational best practices and technology […].

Prevention Is More Than Just Security – Here’s How It Helps Retailers Get And Keep Customers

Retail TouchPoints

What many overlook is that by screening all customer orders — not simply the ones that raise fraud flags — they can not only do a better job of stopping fraud, they can also better serve their best customers. By Rafael Lourenco, ClearSale ?

What is Reverse Logistics & Why is it Important?


The best customer experience is one where a customer can make a return with little to no fuss – from the location of their choosing – and receive their processed refund as quickly as possible. Deep industry experience and prime distribution center locations.

Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

Forrester eCommerce

Retail digital business executives must challenge the status quo and deliver omnichannel excellence across the customer lifecycle. A truly omnichannel operation that spans the customer life cycle will optimize revenue, […]. digital business digital customer experience digital transformation omnichannel customer experience online retail operating models retail store inventory management

Top 7 KPIs Store Operators Need to Manage


Store operators are charged with creating a positive shopping experience, and there are a number of store key performance indicators (KPIs) that all operators need to use to judge their success. Unruly aisles create confusion and can turn away even the most loyal customers.

Unified Commerce: An Operations Director’s Top 5 Priorities


Operations Directors have been at the forefront of the omnichannel revolution, driving strategic change while managing the day-to-day challenges of uniting digital and physical touchpoints. Retail is moving beyond omnichannel towards unified commerce – bringing channels together around the common goal of serving the customer. And once again, Operations Directors will need to be at the sharp end, leading the charge. Obtain a single view of the customer, inventory and orders.

Why You Should Empower Sales Reps to be Educated and Engaged Brand Ambassadors


Retail Operations Customer ExperienceWith the emergence of new technology, it is often assumed that sales associates will be of less importance to retailers. That assumption is inaccurate.

Many unhappy returns: E-commerce’s Achilles heel

Steve Dennis

The challenges of profitably acquiring customers online is an article for another day. Consider this quote from Michael Kors’ CEO John Idol in a 2016 Bloomberg story : “Unfortunately today, e-commerce generates a lower operating profit for us than four-wall, brick-and-mortar.