Groove

JULY 26, 2024

Managing customer churn and increasing lifetime value are two of the most common initiatives our marketing team is given when working with an organization to grow revenue. The reality is both of these elements can be defining KPIs for your business and a critical intersection for organizations looking to improve customer loyalty.

Customer Loyalty 195

Customer Loyalty Customer Point of Sale Accessories 195

Forrester eCommerce

MAY 20, 2024

No regulation was designed to ruin the customer experience, yet poor experiences in regulated industries abound. At CX Summit North America, we'll explore how leading organizations are navigating these challenges.

Customer Experience 440

Customer Experience Customer Financial Services Banking 440

Forrester eCommerce

JULY 10, 2024

Customer success (CS) teams continue to improve as important business functions. Proving this becomes challenging when scaling customer success happens primarily through headcount and by teams segmenting coverage into low-touch and high-touch models.

Customer 251

Customer B2B Improvements Customer Experience 251

Forrester eCommerce

FEBRUARY 28, 2024

Today, customer success platform vendors Totango and Catalyst announced their intention to merge. This is perhaps the start of an acquisition trend that Forrester predicted last year.

Customer 389

Customer Marketing B2B Customer Experience 389

Forrester eCommerce

JUNE 18, 2024

Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.

Customer Experience 338

Customer Experience Customer Customer Loyalty Consumer 338

Forrester eCommerce

JUNE 17, 2024

US consumer perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key takeaways from our just-launched report.

Customer Experience 385

Customer Experience Customer Consumer Customer Loyalty 385

Forrester eCommerce

MARCH 31, 2023

Customer obsession starts with deeply understanding your customers’ needs and flows through to aligning your business operations to serve them profitably.

Customer 369

Customer Operations Customer Experience 369

Retail TouchPoints

JULY 22, 2024

While capabilities vary, the benefits are clear: according to research from Deloitte Digital , brands that excel at personalization are 48% more likely to exceed their revenue goals, and 71% more likely to report improved customer loyalty, than their low-maturity peers. How does personalization deliver against that strategy?

Multi-channel 224

Multi-channel Customer Omnichannel Channel 224

Retail TouchPoints

JULY 15, 2024

Achieving this level of personalization and marketing effectiveness is difficult given the range of Fender’s channels and customer touch points. For example, customers can get details on the latest gear and accessories and even learn how other Fender customers are using the product.

Customer 270

Customer Marketing Hobbies Channel 270

Forrester eCommerce

JULY 4, 2024

A few weeks ago Keith Fletcher, international customer experience manager at E.ON, joined me on stage at Forrester’s CX Summit EMEA to talk about E.ON’s approach to CX. Its customer journeys are key to giving […] Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth.

Customer Experience 264

Customer Experience Management Customer 264

Retail TouchPoints

JUNE 10, 2024

Full-fledged fingerprinting around the internet is depreciating, and marketers and customers alike will soon notice, particularly in the retail and ecommerce space. With today’s emphasis on privacy, third-party cookie deprecation will inevitably impact your brand, marketing strategy and customers. Fortunately, this is easy to quantify.

Marketing 293

Marketing Customer Social Media POS 293

Forrester eCommerce

MAY 24, 2024

Earlier this month at Forrester’s B2B Summit, there were a couple of common threads that ran through the keynotes: the need to 1) put the customer at the center of everything we do and 2) break down silos between cross-functional teams – aligning to enable buyer and customer value. Aside from the obvious connection between […]

Customer 251

Customer B2B 251

Forrester eCommerce

NOVEMBER 7, 2023

In the ever-evolving tech and economic landscape of 2023, this has become the battle cry of beleaguered customer success professionals around the globe as they attempt to scale their function. “Do more with less.” But it isn’t so much about doing more with less: It’s about shifting the perspective on how to provide value to […]

Customer 390

Customer 390

Forrester eCommerce

JUNE 4, 2024

Nearly 60% of CX decision-makers say that improving customer experience (CX) is the top priority for their organization’s executives, but that doesn’t mean they have to – or choose to – go it alone.

Customer Experience 251

Customer Experience Customer Improvements Management 251

Forrester eCommerce

OCTOBER 30, 2023

Have you ever heard a leader of a successful business proudly announce that they don’t much care about understanding their customers’ needs? The data from Forrester’s recent report, The State Of Customer Obsession In B2B, 2023, is clear on the value of knowing what drives your customers. Yeah, me neither.

Customer 436

Customer B2B Operations Marketing 436

Retail TouchPoints

MAY 27, 2024

A look at the mindset of the online shopper relative to customer service should remind every retailer that they are only as good as their current interaction. Online shoppers focus on current needs, as only 12% consider prior interactions with customer service reps important when using online customer service.

Customer 240

Customer Live Chat Social Media eCommerce 240

Retail TouchPoints

MAY 13, 2024

Among other things, this requires UrbanStems to increase its customer service staff from approximately 16 people to 200 during these high-pressure periods. While UrbanStems has been using Zendesk solutions for nearly six years, this is the first time the retailer has deployed its AI tools to support customer service.

Customer 279

Customer Management Gifts Document 279

Forrester eCommerce

SEPTEMBER 13, 2023

During my freshman year of college, I took a required seminar on Western civilization. Having only attended public school with traditional instruction formats, I was confused and then deeply concerned by sitting around a table with 12 classmates and the professor, discussing the classic books assigned.

Seminar 439

Seminar Customer Books Marketing 439

Forrester eCommerce

NOVEMBER 30, 2023

The 2023 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.

Customer 235

Customer Customer Loyalty Customer Experience B2C 235

Forrester eCommerce

FEBRUARY 24, 2021

Our research shows that Customer Experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. Forrester’s CX Index methodology measures how well a brand’s customer experience strengthens customers’ loyalty. We can measure this.

Customer Experience 517

Customer Experience Customer 517

Forrester eCommerce

JUNE 7, 2023

You need to deliver value to customers. Believing that your firm “delivers” value makes you the Hero. This is just like Neo in “The Matrix,” which tells a classic hero story of Thomas “Neo” Anderson, who is on a quest to free humanity from the Matrix. Trinity is his co-star. Morpheus, Agent Smith, […]

Customer 370

Customer 370

Forrester eCommerce

MAY 8, 2024

IHH Healthcare Singapore wins Forrester’s 2024 APAC Customer-Obsessed Enterprise Award, which recognizes organizations that are delivering outstanding customer experiences to accelerate business outcomes.

Customer 251

Customer Customer Experience 251

Forrester eCommerce

JULY 22, 2024

Summer is officially here – and we know this not simply because the calendar says so, but also because the scorching temperatures outside are testing every thermometer’s limits (and ours, too). The intense heat forces us to adapt our plans and navigate unpredictable summer storms, leaving us to pivot quickly to find alternative activities.

Customer 264

Customer B2B Marketing 264

Retail TouchPoints

JULY 24, 2024

Retailers must embrace fraud prevention strategies that are effective, yet nearly frictionless for real customers, to avoid churn. Building trust is crucial, and customers shouldn’t feel overwhelmed by overly complex security measures.

Customer Experience 147

Customer Experience Merchant Services Payment Services Customer 147

Forrester eCommerce

SEPTEMBER 5, 2018

Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. This is not a question of delighting customers as an endgame or some fluffy sense of emotional attachment; this is a crass and clear story of financial risk.

Customer Experience 872

Customer Experience Customer Automotive Banking 872

Forrester eCommerce

JULY 4, 2023

The customer journey mapping (CJM) platform landscape is an eclectic, innovative market where vendors’ go-to-market strategies and focus vary.

Customer 369

Customer Marketing Customer Experience Management 369

Forrester eCommerce

JANUARY 23, 2024

The low-key December 21 announcement that Jigsaw, part of the ESW Capital portfolio, acquired customer advocacy and community platform Influitive has fueled post-holiday chatter among customer marketers, vendors, and strategy and services consultants.

Customer 285

Customer B2B Reference Marketing 285

Retail TouchPoints

APRIL 9, 2024

Best Buy is expanding its partnership with Google Cloud to leverage generative AI technology for new customer service tools. As early as late summer, Best Buy customers in the U.S. The self-service tool will be available on BestBuy.com, on the Best Buy mobile app and when customers call the retailer’s customer service line.

Customer 282

Customer Subscription Customer Experience Technology 282

Retail TouchPoints

AUGUST 8, 2023

Right now, retailers are selfishly positioning their customer journey to benefit their marketing efforts, not the end consumer. While data sourcing customer information can be a key part of any marketing strategy, it could also be the reason you’re losing revenue. Here’s why.

Customer 234

Customer Social Media eCommerce Consumer 234

Retail TouchPoints

MAY 23, 2024

Otherwise, it’s a tool that may be fun but is not driving efficiency for the customer.” The fashion brand’s Prince Street store in SoHo, New York City, is outfitted with a digital mirror, powered by Zero10 , to drive customer engagement and inspire them to have some fun with Coach’s Tabby bag.

Customer Experience 309

Customer Experience Customer Social Media Consumer 309