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.

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 1124

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.

In A Crisis, Customer-Obsessed Government Can Save Lives

Forrester eCommerce

The notion of the customer at the center of government is not a new concept. Age of the Customer Asia Pacific customer experience customer experience index (CX Index) digital transformation government

Digital-First Customer Service Solutions Emerge As Their Own Software Category

Forrester eCommerce

Customers expect more from customer service organizations. Your customers use self-service as a first point of contact with a company and turn to digital […]. customer engagement customer service solutions

Conducting Customer Research Remotely: Tips, Tricks, And Resources

Forrester eCommerce

Conducting Research Remotely Has Benefits The shift to working remotely in response to the current pandemic means many organizations are having to rethink their approach to understanding customers.

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.

Other 375

2018 Marked 20 Years of Customer Experience Research at Forrester!

Forrester eCommerce

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.

The Three Ways Companies Value Customer Success Programs

Forrester eCommerce

In the three years since publishing our first report on the customer success discipline’s relationship to customer experience management, I’ve had many conversations with Forrester clients about bringing customer success management into a business.

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.

If You Want To Deliver A Great Customer Experience, Start By Attracting The Right Customers

Forrester eCommerce

The perfect experience for your customers is the one that fulfills your brand promise in a way that’s meaningful to them. Age of the Customer customer engagement customer experience customer experience management loyalty promoted

Three Steps To Improving Customer Experience In The Middle Of The COVID-19 Pandemic

Forrester eCommerce

Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic. age of the customer customer experience customer experience management pandemic promoted special report

Do You Know Your New Customer Journeys?

Forrester eCommerce

New customer journeys are emerging as digital adoption accelerates during COVID-19. Age of the Customer

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.

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

Customer Effort: How To Measure It Right

Forrester eCommerce

How do you measure customer effort? Most customer experience (CX) pros use surveys. My new report explains why and gives suggestions for improving customer effort […]. age of the customer

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.

B2B 391

Build An Adaptive Workforce For Customer Obsession

Forrester eCommerce

Henry Ford’s old dictum — “Any customer can have a car painted any color that he wants so long as it is black” — doesn’t apply in the age of the customer. Meeting customer desires and needs is paramount for success, but it’s getting harder to do so.

Redesign Your Physical Location To Successfully Welcome Customers Back

Forrester eCommerce

Your customer is a key reason why. Consumer-facing services and retail businesses in parts of the US are readying themselves to reopen.

Customers Are Staying Home — So Prioritize Digital UX

Forrester eCommerce

Your customers are stuck at home so it’s suddenly more important than ever to get digital experiences right. age of the customer customer experience customer-centric design digital business digital product management experience design (XD) user experience (UX

Predictions 2020: AI Shakes Up Customer Service Workforce And Operations

Forrester eCommerce

AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more. age of the customer customer engagement customer service solutions prediction promoted

CXSF 2019: Do You Understand Your Customers’ Reality?

Forrester eCommerce

I mention it because Forrester defines customer experience (CX) as your customers’ perceptions of their interactions with your brand, and that photo drew widespread attention to the fact that perceptions can vary widely from one person to […].

Customers Value Sustainability — Brands And Retailers Must, Too!

Forrester eCommerce

age of the customer brand experience corporate social responsibility customer data customer insights retail sustainability brand brand values Corporate values innovationIs it just us, or is the conversation about retail social and environmental impact getting louder?

Your Business Success Depends On Delighting The Right Type Of Customer: Enter The Devotees

Forrester eCommerce

Customer experience (CX) professionals must show their executives that good CX is critical to business success, especially in this down economy. Many metrics help CX pros track the quality of those experiences, including customer satisfaction, advocacy, and effort.

What is customer attrition

Omniconvert

What is the customer attrition? Holding on to your customers and managing their customer experiences are the smartest, safest, and. The post What is customer attrition appeared first on ECOMMERCE GROWTH Blog.

The NSW Government Embarks On A Bold Journey To Improve Customer Experience (CX)

Forrester eCommerce

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

Why Ecommerce Brands Need Customer Lifecycle Automation

Zaius

It’s an immediate concern for any of our clients, regardless of their product or provided service, location, competition or size: understanding their customers. Identifying change: Where 99% of customer lifecycle tracking falls short. Our clients’ customers will change.

Predictions 2020: Approaches To Customer Insights Evolve

Forrester eCommerce

The coming year will bring changes in approaches to deriving customer insights. age of the customer customer insights data analysis prediction predictive analytics text analytics promotedOnly some firms will succeed.

Key Takeaways From Forrester’s Customer Service Executive Roundtable On Turning Challenges Into Opportunities

Forrester eCommerce

Forrester just finished a customer service exec roundtable discussion on how companies and customer service organizations are weathering the COVID-19 storm. (Kara Hoisington, Mark Baizen, and Daniel Hong contributed to this blog.)

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

Stop customer turnover and implement customer retention

Omniconvert

You have certainly heard it before: it’s more expensive to get a new customer than to retain an existing one. The post Stop customer turnover and implement customer retention appeared first on ECOMMERCE GROWTH Blog.

Summit 2020: Lessons In Resilience And Customer Centricity

Forrester eCommerce

B2B marketing customer centricityForrester analysts share how B2B companies can help their clients and themselves navigate uncertainty.

The Canada Customer Experience Index, 2019: Canada’s Best Year Yet

Forrester eCommerce

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

Kill Customer Service Costs For Good

Forrester eCommerce

Are you leading or managing customer service? age of the customer customer experience customer insights digital transformationThen you, like many of your colleagues, might be looking for ways to reduce its costs.

Customer lifecycle management

Omniconvert

Today’s article is all about customer lifecycle management – we’re looking into the definition, its importance and everything we need. The post Customer lifecycle management appeared first on ECOMMERCE GROWTH Blog.

RPA Helps Contact Centers Deliver Better Customer Experiences

Forrester eCommerce

age of the customer customer service solutions robotic process automation (RPA) RPA; customer serviceRPA (robotic process automation) is a tactical, short-term fix to digitize common, reproducible agent tasks in the contact center.

How To Successfully Add RPA To Customer Service Operations

Forrester eCommerce

More and more customer service organizations turn to robotic process automation (RPA) to make agents more effective. automation customer service solutions robotic process automation (RPA