Forrester eCommerce

MARCH 15, 2022

Luxury brands continue to grapple with their evolving digital go-to-market strategies in the face of ingrained traditions, placing a premium on the in-store customer experience. Year on year, Forrester’s consumer surveys show that luxury consumers are more digitally mature than their mainstream counterparts.

Customer Experience 195

Customer Experience Customer Consumer Marketing 195

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 240

Shipping Costs Customer Experience Supplies Improvements 240

Retail TouchPoints

JANUARY 15, 2024

Within the larger global market, McKinsey estimates that the retail and CPG sectors have the most to gain from AI , with potential to harness the tech and drive huge improvements in operational efficiency as well as the customer and employee experience. But many of these tasks may just represent the low-hanging AI fruit.

Retail 303

Retail Customer Experience Technology Operations 303

Retail TouchPoints

SEPTEMBER 9, 2022

A recent survey reveals what will be required to steer more shoppers toward sustainable products produced in socially conscious ways. Aksoy discussed the survey results with Retail TouchPoints and shared steps the apparel industry can take to translate these significant levels of consumer interest into action. Dr. Lerzan Aksoy. “At

Apparel 319

Apparel Consumer Fashion Information 319

Retail TouchPoints

OCTOBER 27, 2021

But supply chain pressures and ongoing uncertainty surrounding the pandemic means that consumers are focusing less on how immersive and entertaining in-store shopping experiences are and more on how safe and efficient they are. Despite these reservations, 47% of consumers plan to shop in-store this holiday season, an 8% increase from 2020.

Consumer 256

Consumer Supplies Fulfillment Technology 256

Forrester eCommerce

MARCH 23, 2020

Most engagement surveys in the industry focus on a broad set of factors set against the employee life cycle, from on-boarding to off-boarding. They don’t provide enough insight into employees’ daily journeys — especially how various technology-related factors affect knowledge workers’ engagement. Our survey does.

Other 285

Other Technology Information Customer Experience 285

Kissmetrics

OCTOBER 5, 2020

For better or worse, technology affects communication because it is a part of our everyday lives. You might see the average elementary-aged child with their head buried in a smartphone and tempted to take a gloomy outlook on what technology has done to us. How Has Technology Affected Communication? But is it all bad?

Technology 363

Technology Social Media Information Live Chat 363

365 Retail

AUGUST 16, 2023

According to a new survey released today by Honeywell , nearly six in 10 retailers plan to adopt artificial intelligence, machine learning and computer vision technologies over the next year to enhance the shopping experience offered within stores and online.

Technology 52

Technology Live Chat Retail Customer Experience 52

GetElastic

DECEMBER 12, 2017

Customers will talk to their devices, skipping the “tedious” process of typing or scrolling through information. It sounds like a scene from Star Trek, but voice recognition is already being used by some brands to transform the customer experience. Voice technology in banking. Just say the word.

Customer Experience 144

Customer Experience Technology Customer eCommerce 144

Optimizely

SEPTEMBER 11, 2018

This is exactly why you should survey your customers directly. With surveys, you can find out first-hand what buyers really and truly want from your B2C brand. Customer surveys can help you keep up with the changing needs and wants of your buyers, and adapt your marketing strategy accordingly. …and much more.

Customer 250

Customer B2C Social Media Improvements 250

365 Retail

DECEMBER 1, 2022

There is no denying that modern retail technology – and digitisation of the retail sector – is transforming everything about what shoppers want and how a retail organisation operates. Store associates are at the coalface of the bricks and mortar customer experience journey and play a key part in the digitisation of retail.

Customer Experience 85

Customer Experience Customer Retail Technology 85

Retail TouchPoints

JANUARY 19, 2024

consumers are increasingly looking for deals and overall experience when shopping. Even further, recent survey data from FIS’ Global Innovation Report found that 83% of U.S. Even further, recent survey data from FIS’ Global Innovation Report found that 83% of U.S. Retailers cannot take this resilience for granted.

Payment Services 333

Payment Services Merchant Services Retail Customer Experience 333

Retail TouchPoints

DECEMBER 13, 2023

A well-designed store can create a memorable brand experience that strengthens customer loyalty. This is crucial considering a recent Publicis Sapient report on customer loyalty , based on a survey of over 8,000 consumers across six countries, revealed that 52% of global consumers report having slight to no brand loyalty overall.

Retail 312

Retail Customer Loyalty Social Media POS 312

Retail TouchPoints

MARCH 18, 2024

The 2023 pilot showed that the self-checkout experience was twice as fast at stores with the Express model compared to those without. “By Despite some consumer and retailer complaints about self-checkout , the technology is well entrenched in retail store operations.

POS 208

POS Payment Services Customer Experience Operations 208

Retail TouchPoints

JUNE 11, 2020

However, 65% of consumers and 79% of B2B customers find the process of researching and purchasing online to be challenging due to inaccurate search results, poor or missing imagery, lack of reviews or ratings and inflexible delivery options. Forrester conducted three online surveys for the report. UK and Germany. UK and Germany.

eCommerce 150

eCommerce B2B Toys B2C 150

Forrester eCommerce

SEPTEMBER 3, 2023

In the past few months since we completed the Forrester’s Annual marketing survey, I have been engrossed in finding patterns and correlations in the data about topmost priorities of CMOs globally, their challenges, growth objectives, key initiatives, technology usage, budgets, spending patterns and […]

Technology 411

Technology Marketing Customer Experience B2B 411

Retail Technology Review

JULY 27, 2021

Uberall, the provider of ‘Near Me’ customer experience marketing solutions, has announced the findings of its survey of over 1,000 UK consumers and their current shopping behaviour.

Consumer 122

Consumer Retail Customer Experience Marketing 122

Retail TouchPoints

FEBRUARY 6, 2024

The technology, it turns out, largely functions as promised: AI is in fact quite good at making personalized recommendations. A survey we recently conducted of 2,000 consumers found that the vast majority of shoppers (85%) were uninterested in using AI to help make purchasing decisions. The technology is too powerful not to.

Recommendation 268

Recommendation Customer Hobbies Technology 268

Retail TouchPoints

DECEMBER 13, 2023

Brands and retailers realize there is no one-size-fits-all strategy for stores — and design teams are rising to the challenge by thinking more creatively and thoughtfully about how they can innovate through new formats, technologies and collaboration methods. Technology is going to be central [to the store experience] — it has to be.

Sporting Goods 272

Sporting Goods Technology Omnichannel Operations 272

iVend

OCTOBER 10, 2023

Read how our technology gives retailers the gift of growth. We take a look at the RIS predictions and how you can use retail technology to implement actions based on them – positioning yourself to receive the gift of business growth and increased profits this holiday season.

Technology 98

Technology POS Retail Gifts 98

Retail TouchPoints

APRIL 30, 2024

The retail technology revolution has brought forth many new innovations such as palm scanning and AI chatbots over the last few years, all of which have sought to meet the same goal: improving the customer experience. As for concertgoers at these same venues, over half of U.S.

Retail 178

Retail Clothing Events Games 178

Forrester eCommerce

SEPTEMBER 26, 2018

Experience design (XD) providers we surveyed told us that among emerging technologies, clients most often ask them about machine learning, chatbots, the internet of things (IoT), and augmented reality (AR). However, the providers’ revenue is coming more from machine […].

Technology 262

Technology Customer Experience Customer 262

Retail TouchPoints

JULY 28, 2020

Data will come from the 6th edition of the Salesforce State of Marketing report, which surveyed nearly 7,000 global marketing executives. In the previous edition of the State of Marketing Report, the median number of customer data sources for marketers was projected to jump from 10 in 2017 to 15 in 2019 — a 50% increase in just two years.

Webinar 212

Webinar Consumer Marketing Consumer Goods 212

Forrester eCommerce

JULY 12, 2023

In a tough economy, where privacy legislation and technology changes make qualitative consumer data increasingly difficult to access, B2C marketers are struggling to adapt their data strategies for deeper customer understanding and develop AI capabilities to personalize experiences. The results are quite telling.

B2C 332

B2C Marketing Technology Consumer 332

Retail TouchPoints

APRIL 25, 2024

When shopping for technology, we know that many consumers like to do their own research and turn to Best Buy and CNET to help them explore, discover and get inspired by new and exciting technology,” said Jennie Weber, Chief Marketing Officer at Best Buy in a statement.

Technology 198

Technology Consumer Channel Marketing 198

Forrester eCommerce

APRIL 4, 2022

Digital asset management (DAM) technology is not new, but there’s been a resurgence of interest because of the content demands that all organizations face.

Customer Experience 195

Customer Experience Technology Management Customer 195

Retail TouchPoints

JANUARY 25, 2021

Businesses across sectors are turning to voice technologies in response to COVID-19 health and safety concerns. These concerns are fueling consumer expectations for more contactless experiences everywhere they go, including the retail environment. The industry, valued at $5.2 billion in 2016, is projected to reach $26.15

Technology 152

Technology Consumer Retail Other 152

RTP blog

APRIL 9, 2018

By Tom O’Keefe, 4-Tell Nordstrom has long been synonymous with the words ‘Customer Experience.’ Defining what it means to provide the white glove treatment — and proving that it equates to a fiercely loyal customer base — businesses have always looked to them for strategies to enhance the customer experience.

Customer Experience 150

Customer Experience Customer Omnichannel eCommerce 150

Retail TouchPoints

DECEMBER 14, 2023

To take this further, a significant 93% of shoppers consider the post-purchase experience to be important, but only 40% of retailers believe that their post-purchase experience is fully optimized. 59% of customers will stop doing business with a company after several bad experiences, and 17% will do so after just one bad experience.

Customer Experience 235

Customer Experience Shopping Carts Presentation Social Media 235

Retail TouchPoints

JANUARY 11, 2024

2023 was a period of experimentation for retailers, and many thoroughly assessed where this new technology could have the biggest impact. Retailers must move quickly to deploy transformative technologies or risk putting relevancy and their brand experience at risk. Support and scale customer service.

Retail 233

Retail eCommerce Technology Social Media 233

Retail TouchPoints

JUNE 4, 2021

Voice recognition technology has moved beyond the realm of checking the weather and playing music. Pandemic-fueled digital commerce is rapidly increasing the use of voice recognition technology. Consumer preference for contactless retail experiences is expected to remain the norm post-pandemic.

Payment Services 163

Payment Services Payments Small Business Retail Technology 163

Retail TouchPoints

JANUARY 24, 2024

As 2024 unfolds, the B2B ecommerce sector is undergoing significant transformation driven by technological advancements and shifting buyer behaviors. Here we’ll take a look at these trending technologies and how they will shape B2B businesses’ ability to deliver a frictionless experience with their digitally native buyers.

B2B 223

B2B eCommerce BigCommerce Omnichannel 223

Retail TouchPoints

FEBRUARY 23, 2023

Widespread interest in and acceptance of AI in all of its forms — particularly among younger shoppers — means that it’s not a matter of when customers will accept the technology but how retailers should react to it. The trick is to make sure the benefits outweigh the inconvenience of learning a new technology.

Retail 244

Retail Technology Customer Experience Consumer 244

Retail TouchPoints

JULY 12, 2022

In fact, the vast majority of respondents ( 91% ) to Retail TouchPoints’ second annual Store Design & Experience Benchmark Survey indicated that store design and experiences were “somewhat” or “much more” important to their business strategy. The survey of 150 retail executives uncovered five key priorities: .

Retail 232

Retail Technology Consumer Customer Experience 232

Retail TouchPoints

SEPTEMBER 9, 2022

Corporate executives are prioritizing digital transformation — even ahead of tackling market and economic instability and accelerating growth for their businesses, according to a new survey conducted by Decentralization Deciphered (D2), a subsidiary of Emerald Holding, Inc. The rapid emergence and dominance of Web 3.0

Customer Loyalty 264

Customer Loyalty Consumer Goods Customer Experience Technology 264

Retail TouchPoints

JULY 12, 2023

A survey from this year’s World Retail Congress suggests that the uncertain times aren’t over for the industry. The survey also found that less than 13% of retail organizations are investing in technology to tackle these challenges, instead remaining focused on short-term fixes like increasing prices and running marketing campaigns.

Payment Services 214

Payment Services Retail Point of Sale Supplies 214

Retail TouchPoints

MARCH 21, 2022

Or a customer receives immediate, personalized product promotions and recommendations the moment they walk in a store, creating a truly customized experience. These are just a few examples of what 5G can do for the retail customer experience. Improved Customer Experience.

Payment Services 253

Payment Services Small Business Retail Retail Customer Experience 253