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

Prioritize Customer Value, Not Just Customer Experience

Forrester eCommerce

age of the customer

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 297

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.

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.

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.

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

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).

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 […].

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 311

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

Customers Don’t Think Bank Experiences Are Improving

Forrester eCommerce

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference and loyalty, and can charge more for their products. So how well do banks earn loyalty with the quality of their customer experience? We’ve just released Forrester’s US Banking Customer Experience Index for 2019. Based on a survey of more than 101,000 […].

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.

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

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?

Cameras And Displays Sell Phones; Services Create Sticky Customers

Forrester eCommerce

age of the customer Apple consumer mobile devicesApple held its annual fall product event in Cupertino, CA this morning. Apple continued to put forth exciting products AND services that will differentiate it from its obvious competition.

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

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

Digitally Evolving Customer Mindset Will Reshape Indian Financial Services Landscape

Forrester eCommerce

Indian financial service customers are changing! Forrester surveyed 3,000 online adults in India on their financial attitude, expectations, and preferences and found that more than half of customers accessing the internet are constantly online. age of the customer

Value For Customers: The New Frontier For CX Professionals

Forrester eCommerce

Most firms love to talk about the value of customers but don’t get value for customers right. That’s ironic because customers that get value create business value in return by increasing profitability and market share. Academia has written about value for customer for decades.

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

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

Use RPA To Make Customer Service Agents More Effective

Forrester eCommerce

Customer service organizations turn to robotic process automation (RPA) to provide tactical and short-term fixes to digitize common, reproducible agent tasks. age of the customer customer service solutions robotic process automation (RPA There are two forms of RPA. Attended mode RPA: These bots target the front office. They are invoked by agents in the flow of their work. In the case of an exception, the bot hands […].

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.

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 […].

Collective Bargaining: Your Biggest Risk In The Age Of The Customer

Forrester eCommerce

Social media has created customer groups that coalesce around a brand — in effect, a union. Are you ready for the empowered, technically savvy, and motivated customer? It’s the age of the customer: What are you […].

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.

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

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.

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

Embed AI in your digital supply chain to win, serve, and retain customers

Forrester eCommerce

advanced analytics age of the customer artificial intelligence (AI) digital disruption digital transformation direct to consumer emerging technology supply chain managementIt’s now just over 12 months since we first published research on Digital Supply Chain.

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

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 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.

Use Forrester’s Customer Service Wave To Guide Your Product Selection

Forrester eCommerce

Not all customer service vendor solutions are a good fit for your organization, and choosing the right one depends on the number of agents you have, your growth projections, your business model, the type of industry you are in, and whether you are looking for a standalone customer service solution or one that is part […]. age of the customer customer service solutions CRM customer service CX

CX SF 2019: Don’t Claim A Good CX Until Customers Say They’ve Succeeded

Forrester eCommerce

Shortly after I joined Forrester’s customer experience (CX) research team, I took a trip out to San Francisco to visit with some of my old friends and contacts in the tech industry. While there, I asked each one a simple question: “What do you do for your customers?”