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Learnings From The Q1 2024 Customer Service Wave

Forrester eCommerce

Great customer service sets companies apart. And, you leave money on the table if you don’t meet your customer’s expectations of engagement. Business and IT leaders understand the economics of great customer service, and Forrester data shows that over 70% of enterprises invest modern solutions.

Customer 329
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Don’t Let Customer Journeys Be Misunderstood

Forrester eCommerce

The plea of the song “Don’t let me be misunderstood” is spot on for customer journeys: In the sixty years since the track was written, a variety of artists are still creating their own versions. Made a classic by Nina Simone, the Animals turned it into a commercial, upbeat tune, the group Santa Esmeralda into […]

Customer 326
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Customer Success Platform Consolidation Reflects Market Dynamism

Forrester eCommerce

Today, customer success platform vendors Totango and Catalyst announced their intention to merge. This is perhaps the start of an acquisition trend that Forrester predicted last year.

Customer 307
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What To Do Next About Your Customer Advocacy Platform

Forrester eCommerce

The low-key December 21 announcement that Jigsaw, part of the ESW Capital portfolio, acquired customer advocacy and community platform Influitive has fueled post-holiday chatter among customer marketers, vendors, and strategy and services consultants.

Customer 275
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The Future of Customer Loyalty: Rewards, Retention, Appreciation, and More

Speaker: Jennifer Hileman - Director, Retail Data & Technology at Orium, and Zach Ettelman - Solutions Partner Team in North America at Talon.One

Elevate your retail game by unleashing the power of customer loyalty! The holidays are the perfect time to redefine and reimagine your retail strategy, as modern customers are being re-engaged through creative retention tactics.

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Customer Obsession Awards — Nominations Wanted

Forrester eCommerce

The 2023 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.

Customer 228
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Customer Obsession Pays Dividends

Forrester eCommerce

Customer obsession starts with deeply understanding your customers’ needs and flows through to aligning your business operations to serve them profitably.

Customer 306
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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. But can retailers actually deliver? So what are the potential solutions?

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Omnichannel Personalization: From In-Store to Online and Everything in Between

To actually work as they’re supposed to, omnichannel experiences require tightly integrated customer and operations experiences. Explore the building blocks of personalization across channels and touchpoints in this masterclass, featuring real-world examples of how to apply a customer-centric lens to drive business outcomes for your brand.

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The Personalization Playbook: 2024 Strategies

What about customer privacy and the use of data? Highlights from the playbook include how to: Score your brand’s personalization against others Use AI to boost personalization Unify your customer data Achieve a curated, scalable tech stack Get internal teams to collaborate on cross-channel experiences

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Omnichannel CX: The Critical Role of Real-time Inventory

Whether your products are coming from a brand warehouse, a manufacturer, or arriving to the consumer wholesale through drop-ship, real-time inventory visibility across the enterprise is an increasingly critical part of delivering a seamless omnichannel customer experience.

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Embrace Business Complexity With Real-Time Inventory Data

Delivering a seamless omnichannel experience has become a standard expectation for customers, but doing so requires a special ingredient.

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Retail's Next Frontier: Exploring and Proving the Value of AI

It’s in customer service interactions, product recommendations, marketing outreach, and yes, even commerce experiences. Then, explore use cases of AI in various industries and how it can quickly impact sales, conversions, and customer experience. AI is everywhere. But not every use of AI provides the same value to your brand.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces.

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Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience. Tune into the webinar to learn: What specific channels do customers go for feedback. What should you not say?