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

Mobile 131

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.

Mobile 116

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

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.

Other 302

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

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.

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 295

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.

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 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.

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 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 .

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 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

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 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

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.

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

Empowered Customers’ Needs Fuel The Hot DTC Disruptor Trend

Forrester eCommerce

age of the customer B2C marketing direct to consumerMore than 400 digitally-native, direct-to-consumer (DTC) disruptor brands have burst on the scene, brands going beyond the online ordering offered by traditional catalog or eCommerce retailer models.

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

B2B 239

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.

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 […].

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.

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

Extended Reality (XR) For Employees, Not For Customers

Forrester eCommerce

age of the customerJust over a year ago, I was talking with my colleague Jenny Wise after she had returned from Mobile World Congress in Barcelona.

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.

CMOs: To Get A Seat At The Digital Transformation Table, Command Your Customer’s Experience

Forrester eCommerce

CIOs, COOs, CXOs, and CDOs have filled the gap but don’t represent the voice of the customer or bring the […]. age of the customer B2B marketing B2C marketing chief information officer (CIO) chief marketing officer (CMO) customer experience CMOs customer and employee experience digital transformation voice of the customerOnly 16% of CMOs are responsible for leading the execution of their firm’s digital transformation.

How Carbon Redefined Customer Service In 3D Printing

Forrester eCommerce

We recently published a case study about Carbon, a 3D printing company known for its innovative technology and, now, its proactive customer service model. Over the course of several months, we spoke with the Carbon team and asked them how they use IoT data that stream from its printers to predict customers’ problems before they […]. 3d printing customer centricity 3D printing customer experience customer feedback customer service real-time data

Real-Time Customer Experience

Forrester eCommerce

Measuring and refining customer experience is about long-term strategy, not raw takes on what’s happening now. Forrester’s Customer Experience Index shows that most companies are stuck at “poor” or “very poor” levels […].

Tier It Up: A Winning Strategy For Customer Success Management Programs

Forrester eCommerce

When my B2B clients on Forrester’s Customer Experience (CX) Council first start considering a customer success management (CSM) program to boost their retention and enrichment, I often hear that initial flash of concern: How do I scale the same CSM practices across my entire book of business?

Amazon Flirts With Banks And Their Customers: Here’s What You Should Do

Forrester eCommerce

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor. Okay, that’s not exactly what’s happening here, but it sure felt like that to many bank executives who heard the […].