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

Prioritize Customer Value, Not Just Customer Experience

Forrester eCommerce

age of the customer

‘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

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.

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 […].

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 254

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

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.

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

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 269

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?

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

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.

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

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

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.

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.

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

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 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.

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.

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 […].

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

Three Ways Customer Support Is Reshaping Retail

Retail TouchPoints

According to the 2019 State of Service report by Salesforce, 80% of customers now consider their experience with a company to be as important as its products. Here are three ways retailers can leverage customer support to create the ideal customer experience.

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 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 .

Dark Patterns Hurt Customers And The Companies That Use Them — When The Dark Side Calls, How Will You Answer?

Forrester eCommerce

All terms and titles that highlight the interests of the company over the interests of its customers. age of the customer customer experience design thinking product design dark patterns design experience design Forrester eventsGrowth hacking. Chief growth officer.

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 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.

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.

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.

HP’s Transformation Was A Win For Customers, Culture, And Cost Savings

Forrester eCommerce

found that even in a difficult market, a well-established business can uncover opportunities for cost-saving efficiencies that also contribute to delighting the customer. Their approach was to create: Alignment on definitions of the customer and the customer’s experience. age of the customer customer experienceExternal market factors can make business success seem out of your control. But HP Inc.

You Can’t Ignore GDPR In Customer Service

Forrester eCommerce

GDPR Compliance contact center customer serviceMany organizations — particularly in North America — think that the EU’s General Data Protection Regulation (GDPR) doesn’t apply to them. On May 25, 2018, the day the GDPR went into effect, I happened to be in Canada doing an in-person workshop with a large financial services client. In a session about contact center trends, […].

How to take your customer value to a massive new level

Forrester eCommerce

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