INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
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. MORE
customer experience digital business digital money management Behavioral Economics Customer Experience (CX) Digital Money Management Financial Wellness MORE
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 MORE
232 
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 MORE
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 MORE
age of the customer digital business omnichannel customer experience online retail retail customer digital retail digital store omnichannel MORE
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 MORE
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 […]. MORE
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. MORE
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 MORE
corporate strategy customer experience strategy design thinking brand experience customer experience CX strategy design Dunbar experience design MORE
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. MORE
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 MORE
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 […]. MORE
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. MORE
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. MORE
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 MORE
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 . MORE
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 […]. MORE
185 
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 MORE
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 MORE
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. MORE
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. MORE
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. MORE
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 MORE
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 […]. MORE
Employee engagement is critical for customer experience. age of the customer culture digital transformation employee engagement employee experience human resources management applications MORE
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 MORE
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. MORE
Customer Related Topics Retail Technology Review
MARCH 26, 8600
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
Retail Technology Review
MARCH 12, 3500
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
Retail Technology Review
FEBRUARY 19, 9100
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.
Retail Technology Review
DECEMBER 11, 3300
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
Forrester eCommerce
NOVEMBER 6, 2018
customer experience digital business digital money management Behavioral Economics Customer Experience (CX) Digital Money Management Financial Wellness
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.
|
Forrester eCommerce
APRIL 4, 2019
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.
Forrester eCommerce
NOVEMBER 1, 2018
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.
Zaius
JUNE 13, 2019
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.
Forrester eCommerce
NOVEMBER 5, 2018
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.
.gif)
Forrester eCommerce
FEBRUARY 22, 2019
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.
|
Forrester eCommerce
APRIL 11, 2019
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
Forrester eCommerce
MAY 21, 2019
Employee engagement is critical for customer experience. age of the customer culture digital transformation employee engagement employee experience human resources management applications
Zaius
AUGUST 14, 2018
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 .
Forrester eCommerce
FEBRUARY 11, 2019
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
Forrester eCommerce
JUNE 11, 2019
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
Zaius
AUGUST 28, 2018
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.
Zaius
DECEMBER 19, 2017
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.
Forrester eCommerce
NOVEMBER 9, 2018
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
Forrester eCommerce
DECEMBER 4, 2018
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
Forrester eCommerce
JANUARY 23, 2019
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 […].
Rishi Rawat
FEBRUARY 5, 2018
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.
Retail TouchPoints
JUNE 10, 2019
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.
Zmags
MARCH 8, 2018
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.
Forrester eCommerce
MAY 28, 2019
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
Zaius
SEPTEMBER 12, 2017
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.
Forrester eCommerce
NOVEMBER 1, 2018
corporate strategy customer experience strategy design thinking brand experience customer experience CX strategy design Dunbar experience design
Forrester eCommerce
APRIL 4, 2019
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.
Forrester eCommerce
JANUARY 22, 2019
age of the customer digital business omnichannel customer experience online retail retail customer digital retail digital store omnichannel
Forrester eCommerce
APRIL 23, 2019
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.
Forrester eCommerce
MAY 6, 2019
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 […].
Forrester eCommerce
JUNE 8, 2018
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
Forrester eCommerce
MARCH 18, 2019
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 eCommerce
JUNE 10, 2019
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 […].
Kibo
MAY 24, 2019
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.
Forrester eCommerce
FEBRUARY 12, 2019
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 […].
Forrester eCommerce
SEPTEMBER 28, 2018
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
Let's personalize your content