Forrester eCommerce

AUGUST 2, 2021

just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer-experience team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development and restaurant solutions. McDonald’s Corp.

Customer Experience 327

Customer Experience Customer Operations Marketing 327

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

Retail TouchPoints

AUGUST 1, 2022

trillion in 2025, and this growth means that AR experiences will “have the potential to change the social commerce game for brands targeting tech-savvy consumer demographics,” according to a recent TIME report. Your advertising creative needs to give your audience — in this case your target customers — something they find valuable.

Customer Experience 317

Customer Experience Customer Clothing Gifts 317

Forrester eCommerce

FEBRUARY 25, 2019

Forrester’s customer experience (CX) research team published more than 100 reports in 2018. I just released a report that pulls together our most important CX findings from those publications and highlights them in one place. The report is called “Forrester’s Top Customer Experience Research Findings Of 2018.”

Customer Experience 343

Customer Experience Customer 343

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 330

Customer Experience Customer Management 330

Forrester eCommerce

JUNE 1, 2021

Forrester’s Canada Customer Experience Index (CX Index™), 2021, reveals the scores of 97 brands across nine industries. Our full report has a wealth of data at the brand and industry levels. In brief, when we compare only brands that we studied both at the start of the pandemic in 2020 and in 2021, the quality […].

Customer Experience 284

Customer Experience Customer 284

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

Retail TouchPoints

JANUARY 19, 2022

Brands have always focused on personal touches and customization for consumers, yet a recent eMarketer report found growing concerns around data privacy, with nearly nine out of 10 consumers saying it’s important to them. 3 Tips When Navigating the new Data Privacy Landscape. Current data privacy laws in the U.S.

Customer Experience 336

Customer Experience Customer Retail Consumer 336

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 312

Customer Experience Technology Customer Fulfillment 312

Retail TouchPoints

MAY 12, 2023

And in an age when blended workforces — especially in the technology and service industries — have proven a viable solution for delivering exceptional customer experiences, AI-driven technology solutions empower organizations to champion innovation and collaboration, increase visibility, stay agile and perform better.

Customer Experience 344

Customer Experience Customer Travel Technology 344

Forrester eCommerce

NOVEMBER 25, 2019

The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” Unfortunately, results from Forrester’s 2019 US Federal Customer Experience Index (CX Index™) show that federal CX remains weak and uneven.

Customer Experience 275

Customer Experience Customer 275

Forrester eCommerce

JANUARY 29, 2019

CX Success Is Vital To Mission Success The need to upgrade the government customer experience (CX) has never been more urgent. Government departments around the world still struggle with substandard experiences — and their poor CX performance hampers mission success.

Customer Experience 326

Customer Experience Improvements Customer 326

Forrester eCommerce

DECEMBER 10, 2021

Average Federal CX Ekes Out A New High, Still Trailing The Private Sector It’s a new White House priority to provide “excellent, equitable, and secure federal services and customer experience.” To help understand the state of the federal CX, Forrester has published a US Federal CX Index (CX IndexTM) report since 2015.

Customer Experience 195

Customer Experience Customer 195

Retail TouchPoints

MAY 3, 2023

Forbes reports that companies are now faced with increased pressure to find new ways to track marketing behaviors. How can companies deliver personalized ads at scale, search for new customers and conquer new markets, launch effective marketing campaigns and optimize products and brand experience? Still, many questions remain.

POS 276

POS Customer Experience Customer Technology 276

Retail TouchPoints

MARCH 22, 2023

Gamestop reported its first quarterly profit in two years for Q4 2022, which ended Jan. Rather than stand still, we pivoted last year to cut costs, optimize inventory and focus on enhancing the customer experience,” said Matt Furlong, CEO of Gamestop on a call with investors. “We The retailer reached net income of $48.2

Shipping Costs 276

Shipping Costs Games Operations Shipping 276

Forrester eCommerce

JANUARY 13, 2020

We calculated it for you — at least if you are in one of the 15 industries that our new report “How Customer Experience Drives Business Growth, 2019” features. Want To Know The $ Value Of Improving CX By One Point? And if you aren’t, check out how we calculated the upside of CX (see […].

Customer Experience 293

Customer Experience Improvements Customer 293

Forrester eCommerce

AUGUST 5, 2019

As a concept for initially understanding your customer experience, it can seem approachable enough, but for improving CX, the practice is dynamic and ever-evolving. Forrester experts in journey mapping have written over 50 reports, and counting, to help CX pros at any stage determine a path […].

Customer Experience 338

Customer Experience Improvements Customer 338

Retail Technology Review

JANUARY 15, 1640

The UK’s top e-retailers are seriously jeopardising sales by not prioritising on-site customer experience, according to an industry index report.

Customer Experience 117

Customer Experience Customer Retail Internet Retail 117

Retail TouchPoints

JULY 5, 2022

warehouses according to multiple local media reports. This scaling back follows a disappointing Q1 2022, during which the ecommerce giant reported a $3.8 Mastercard’s May 2022 SpendingPulse report found that ecommerce grew 2.2% Amazon has delayed or canceled plans for at least 16 U.S. year-over-year. in-store growth.

eCommerce 305

eCommerce Fulfillment Operations Customer Experience 305

Retail TouchPoints

APRIL 10, 2023

Retailers already are experimenting with the vast possibilities the technology unlocks, ranging from efficient development of product descriptions at scale to real-time conversational personalization. In addition to the reported plans to harness LLM, Alibaba also is leveraging AI to power its content generation.

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Social Media Events Technology Retail 297

Forrester eCommerce

DECEMBER 3, 2018

Like each year, we went out and asked *your* customers what they think about the experiences they had with you, and the results are in. Forrester’s Customer Experience IndexTM 2018 India Benchmark report is out! paywall) This year, we covered the following industries and brands, […]

Customer Experience 337

Customer Experience Customer 337

Forrester eCommerce

NOVEMBER 11, 2019

I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite is not NPS. It’s also not Level of Effort, CSAT, or even Forrester’s beloved Customer Experience Index. It’s: $ I feel compelled to point this out […].

Customer Experience 400

Customer Experience Customer 400

iVend

MARCH 17, 2023

Ask any retailer and they’ll tell you that an enhanced customer experience is at the top of their ‘must do’ list. Improving customer experience is the key to winning new customers, keeping existing ones happy and bumping up revenue and profit. iVend helps retailers analyse data for an enhanced customer experience.

Customer Experience 96

Customer Experience Improvements Customer Retail 96

Forrester eCommerce

DECEMBER 9, 2019

The obvious conclusion: You need to design your CX measurement program to track and report $. Recently I wrote a post arguing that $ is the one CX metric that matters to executives. If you haven’t done that already you should jump on it today. As I write this post in December of 2019, corporate […].

Customer Experience 228

Customer Experience Customer 228

Forrester eCommerce

JANUARY 17, 2024

Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries.

Customer Experience 275

Customer Experience Recommendation Consumer Customer 275

Retail TouchPoints

OCTOBER 18, 2022

That is why AEO recently unveiled its inaugural ESG report. Titled Building a Better World , the report was designed to spotlight more than two decades of internal and external work, and it highlights ESG achievements that span across Planet (Environment), People (Social) and Practices (Governance).

Consumer 278

Consumer Operations Improvements Retail 278

Retail TouchPoints

MARCH 8, 2024

has named four executives with extensive retail experience to top posts, including naming Frank Kerr as the company’s first-ever Chief Customer Officer. where he was one of the first 50 employees, and he’ll be responsible for driving a holistic customer experience using consumer insights, marketing, loyalty and promotions.

Customer 278

Customer Customer Loyalty Customer Experience Marketing 278

Retail TouchPoints

AUGUST 9, 2022

Walmart has reportedly met with executives from Disney, Comcast and Paramount to discuss including a streaming service with Walmart+ memberships, people familiar with the matter told The New York Times. The potential move is part of an effort to build relationships with shoppers outside of Walmart stores.

Shipping 280

Shipping Operations Retail Customer Experience 280

Fastr

FEBRUARY 15, 2017

Forbes Magazine recently reported that 58% of companies that are much more profitable than their competitors report that the CEO is in charge of customer experience management. How can brands put their customer experience. How can brands put their customer experience.

Customer Experience 159

Customer Experience Magazine Customer Management 159

Forrester eCommerce

OCTOBER 3, 2023

That makes scaling a customer experience measurement program more challenging; you need to balance consistency and oversight with adaptation and localization. Find Answers To Crucial Questions In Our New Research The new report “How To Scale CX Measurement Across A Complex Organization” answers some […]

Customer Experience 413

Customer Experience Customer 413

RTP blog

APRIL 30, 2018

Harnessing voice technology is one of the leading ways today’s brands can truly deliver a more seamless customer experience tomorrow. These technologies have the power to provide data and insights around customer behaviors that retailers otherwise wouldn’t have easy access to. So where does the retail customer experience fit in?

Customer Experience 170

Customer Experience Customer Retail Technology 170

Forrester eCommerce

OCTOBER 2, 2023

This report outlines how retailers must use a 6E strategy — engage, emulate, expand, empower, execute, and enable — to build purpose-designed physical locations that are structured to deliver meaningful improvements to customer experience (CX), achieve operational excellence, and drive specific […]

Retail 403

Retail Customer Experience Operations Improvements 403

RTP blog

MARCH 2, 2018

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. 1 driver in bolstering the customer experience.

Customer Experience 150

Customer Experience Customer Supplies Point of Sale 150

Optimizely

MAY 14, 2018

Instead, you should be showing your loyal customers the value of buying from your brand directly. You can beat Amazon by creating an outstanding customer experience that will drive long-term value for your customers and won’t dilute or commoditize your brand in the process.

Customer Experience 150

Customer Experience Shipping Costs Customer Shipping 150

Retail TouchPoints

NOVEMBER 10, 2022

The eBay Ads holiday report found that shoppers still plan to spend despite high inflation and the ongoing threat of a recession: more than two-thirds ( 71% ) of 2,000 U.S. Looking at year-over-year behavioral changes among eBay shoppers specifically, the report found that 92% plan to do most of their shopping online.

Gifts 264

Gifts Social Media Shipping Costs Consumer 264

GetElastic

APRIL 23, 2019

Chatbots are used for a number of different functions in today’s consumer experiences– they can act as your personal shopper, update your bank account, serve as your hotel concierge, and can even send notifications about your pizza delivery. . That means your sales and service processes should interact with customers in the same way.

Customer Experience 155

Customer Experience Payment Services Customer B2B 155

Retail TouchPoints

OCTOBER 21, 2021

If the rumors are true, the deal should be announced in the very near future: sources told Reuters that PayPal hopes to successfully negotiate and announce a deal in time for its quarterly earnings report on Nov. The sources also noted that no deal was certain and that its terms could change.

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PayPal Merchant Services Payment Services Payments 288