Go Instore, HP and Currys PC World join forces to drive growth in online revenue for HP products

Retail Technology Review

Go Instore, provider of immersive omnichannel retail experiences for personalised ecommerce, has announced the success HP inc has had in providing human-led digital user experiences for their retail partners’ online customers. Internet Retailing Retail Supply Chain

Plobal joins Shopify Plus Technology Partner Program to help ecommerce merchants grow mobile revenue

Retail Technology Review

As mobile becomes the default shopping device, Plobal gets on board the Shopify Plus Technology Partner Program to help high-volume merchants increase mobile revenues by engaging their most loyal customers. Internet Retailing Mobile Computers

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Talend cloud enables PointsBet to ensure compliance and reliability amid rapid international expansion

Retail Technology Review

Talend, the cloud data integration solutions provider, has announced that PointsBet, an online bookmaker from Australia offering both traditional fixed odds markets as well as PointsBetting, is using Talend Cloud and Microsoft Azure to deliver a differentiated mobile betting experience to just under 100,000 customers worldwide and support its international expansion.

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Achieving retail’s Holy Grail: A 360-degree customer view

Retail Technology Review

The UK retail sector is unforgiving. High street sales recently suffered their biggest drop in 20 years, while online sales growth was forecast to decline to single digits for the first time this year. Critical Issues Retail Supply Chain Internet Retailing

‘Tis The Season – Your Customers Might Need A Little Nudge

Forrester eCommerce

customer experience digital business digital money management Behavioral Economics Customer Experience (CX) Digital Money Management Financial Wellness

Customer Experience Index Reveals Brands Lack Human Connection

Forrester eCommerce

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.

Orchestrate Your Customer Analytics Practice With The Next Best Experience

Forrester eCommerce

I went to see a concert last night that epitomizes the state of customer insights in most companies today. It was a benefit for Creative Music Studio and brought together incredible artists such as Billy Martin, Cyro Baptista, Marc Ribot, and Ingrid Sertso.

Join us at CX Europe 2018 for insight into customer understanding and other key CX priorities

Forrester eCommerce

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide.

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How Customer Affinities Power Personalized Campaigns

Zaius

Customers can be a mystery at times. Why did one ecommerce customer buy ten pairs of sandals in a month? And why does another loyal customer only ever buy products from one specific line and nothing else? Customers who only buy from certain categories, such as ladies jeans.

Predictions 2019: Customer Experience Comes Under Fire

Forrester eCommerce

Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row.

Modern (B2B) Love: Deepen Customer Relationships With Post-Sale Engagement Marketing

Forrester eCommerce

Ah yes, anyone suffering from a chocolate hangover? Or an excess of corny romanticism? Let’s face it, we all love “love” — but with Valentine’s Day a week behind us, the last thing you probably want right now is more advice on relationships.

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Get Sirius About Customer Engagement Marketing

Forrester eCommerce

In 2003, Fred Reichheld, who was by then a partner at Bain & Company, introduced a way of measuring how well an organization treats its customers. age of the customer B2B marketing customer experience B2B Marketing customer engagement marketing Customer Experience (CX

Employee Engagement And Cultural Transformation Drive Customer Experience

Forrester eCommerce

Employee engagement is critical for customer experience. age of the customer culture digital transformation employee engagement employee experience human resources management applications

The Psychology Behind Customer Loyalty

Zaius

But few brands are lucky to attain the ranks of true customer loyalty. Sure, many of us— 77 percent, in fact —participate in some kind of customer loyalty program. Understanding customer psychology. Treat your loyal customers like royalty .

Customer Experience: France Is Lagging Behind

Forrester eCommerce

After New York City, San Francisco, Sydney, Singapore, and London, Forrester hosted its first event dedicated to customer experience in Paris, France. age of the customer B2C marketing chief marketing officer (CMO) customer experience employee experience

The US Customer Experience Index, 2019: Some Small Gains, Widespread Stagnation, No Real Leaders

Forrester eCommerce

Forrester's US CX Index 2019 results reveal that the overall quality of the US customer experience rose by an anemic 0.4 customer experience customer experience index (CX Index) promoted

How Customer Service Data Can Improve Customer Loyalty

Zaius

The more you have, the better you know your customers, and the more relevant you can make your campaigns. Even if you’re lucky enough to have detailed analytics into customer lifetime value and repeat purchase rate, you still don’t have the whole picture. Customer support benefits too.

Who Exactly is Your Ideal Ecommerce Customer?

Zaius

Is your ideal customer: A. A 20-year-old college student who loves football and wants a custom-printed t-shirt with their team’s fight song? You have to specifically target your ideal customers, and to do that, you must really understand your top buyers.

Customer Service Robots Rise Up

Forrester eCommerce

Automation and AI now impacts every job – including every customer service job. AI handles with increased confidence, repetitive work which allows customer service agents to focus on tasks of greater value to the company. And customer service robots which we define as: semi- or fully autonomous physical machines that perform services to augment humans […]. customer service solutions robotics

Emphasize Emotion In Your Holiday Customer Service

Forrester eCommerce

As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]. customer emotion customer experience Holiday 2018 Customer Experience (CX) customer service emotion

The Three Customer Service Megatrends In 2019

Forrester eCommerce

As AI Eats Jobs, Agents Are More Valued Great customer service is not just about cutting costs or making operations more efficient. Trend 1: AI upends customer service operations. customer service solutions customer service; AIInstead, it’s a systematic reinvention of established technology, data, and operations — leveraging automation, data, and agents together to exploit each of their unique strengths. Automation and AI […].

Customer Journey

Rishi Rawat

Nice animated graphic by McKinsey to describe customer journey: Key takeaway: More than half of customers- 58 percent – change brands from one purchase cycle to the next. This means, as marketers, we have plenty of opportunities to acquire new customers.

Is NPS Still The Chief Indicator Of Customer Sentiment?

Retail TouchPoints

At the same time, the notion of customer loyalty has never been more important. According to the Wharton School’s Marketing Metrics , the probability of selling to an existing customer is 14X more than attracting a new one.

Reinventing Retail Customer Engagement

Zmags

Customer engagement has always been crucial to retail. But what defines customer engagement today versus even ten years ago has changed dramatically. The post Reinventing Retail Customer Engagement appeared first on Zmags.

How to take your customer value to a massive new level

Forrester eCommerce

As you know, Forrester is the market leader in customer experience (CX) analysis and guidance. age of the customer design thinking emerging technology Innovation Tech-Driven Innovation

Map Your Ecommerce Marketing to the Customer Lifecycle

Zaius

First, an anonymous user browses your site, then makes a purchase, then another, and slowly but surely becomes a loyal customer. This is the customer lifecycle, and understanding the ins and outs of this ever-changing process is the key to effective B2C marketing.

Stop trying to get every customer to love you

Forrester eCommerce

corporate strategy customer experience strategy design thinking brand experience customer experience CX strategy design Dunbar experience design

The Insights Beat: Get Smarter About Your Competitors, Customers And Company

Forrester eCommerce

Customer insights. All types of enterprise data (big, medium, small and petite), as well as external data fuel these insights and make you smarter about how you engage with your customers, […]. Insights come in many flavors. Consumer insights. Competitor insights. Market insights.

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

The Inclusive Design Imperative: Win And Retain More Customers

Forrester eCommerce

I lay out the reasons why in my latest report, “The Inclusive Design Imperative: Win And Retain More Customers,” and explain how you can establish the foundation for it to take hold. Inclusive design is good for business.

Right Response To Customer Feedback? Hint: It’s Not “Sorry”

Forrester eCommerce

If you tell employees to apologize when a customer shares feedback about a bad experience, think again! Customers give you feedback because they want you to hear them. And most customers like it if somebody relates to the pain they might’ve experienced. age of the customerAnd because they want you to improve the experience for next time. A […].

Customer Experience Trends In China, 2018

Forrester eCommerce

What are the CX trends that will impact customer loyalty and help you build competitive advantage? Look at what China reveals about the future of customer experiences. age of the customer customer experience Innovation China Customer Experience (CX) future innovation trends

The French & UK Customer Experience Index Results Are In!

Forrester eCommerce

Each year, based on a survey of your customers, Forrester releases results of its Customer Experience (CX) Index. The methodology measures how well a brand’s customer experience strengthens the loyalty of its customers and ultimately drives business growth. age of the customer customer experience index (CX Index) online retail retail Customer Experience (CX) cx index digital retail

Forrester’s Take On Salesforce’s Acquisition Of Tableau: What It Means For Customers

Forrester eCommerce

Despite the massive price tag, it fits perfectly with the SaaS giant’s ambition to be come an insights-rich platform for all things customer. Watch this video to hear our take on what it means for customers. (I age of the customerSalesforce’s acquisition of Tableau is no big surprise. I realize this video looks like it was shot from inside […].

How to Balance Personal Customer Service and Automation for Maximum Impact

Kibo

Personal customer service is a crucial brand differentiator, but the growing use of […]. The post How to Balance Personal Customer Service and Automation for Maximum Impact appeared first on The Omni Channel.

How to build a modern customer service agent workspace

Forrester eCommerce

Customer service agents already focus on escalations and exceptions. They need a powerful workspace to empower them to understand their customer, their journey, and their context. customer experience management customer service solutionsAutomation and AI increasingly handle routine tasks. They also need to be armed with the right knowledge and data to help solve hard problems. They need to be focused on […].

How To Get Your Customers To Do Your Selling For You (Previewing Our B2B Forum)

Forrester eCommerce

B2B marketing customer advocacy customer communication customer experience customer experience management customer experience strategy customer lifetime value (CLV) customer relationship management (CRM) B2B Marketing customer marketing

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