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
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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
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 […]. MORE
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. MORE
While your very best customers — those that have bought twice or more from you in the past year — contribute only 1.2% The challenge, though, is that your connection with far too many of these best customers is fading. MORE
age of the customer 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
age of the customer Customer Experience (CX) customer experience index employee experience Holiday holiday season retail retail series User Experience (UX This blog post is part of Forrester’s Holiday 2019 retail series. 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
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. MORE
AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more. age of the customer customer engagement customer service solutions prediction promoted MORE
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 MORE
age of the customerThere’s an alternative approach to proving the economic value of CX, and it has some advantages: The math is simple and it’s hard to argue against. What’s more, you’ll be measuring something that executives like in good times and love in bad times: cost savings. 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
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
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 […]. MORE
age of the customer B2C marketing chief marketing officer (CMO) customer experienceIn their embrace of new tools and tactics, marketers have at times lost sight of the people they aim to connect with. A shift in approach requires no new investment — but it does require revisiting core assumptions. 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
Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX). 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
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? 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
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
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 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
eCommerce Brands are in a Battle for the Customer Profile. Centralizing your entire organization (in-store, marketing, service, & merchandising) around a single customer profile opens up a world of possibilities for delivering a beautiful and relevant experience. 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
Employee engagement is critical for customer experience. age of the customer culture digital transformation employee engagement employee experience human resources management applications MORE
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 MORE
age of the customerRecently I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design your CX measurement program to track and report $. If you haven’t done that already you should jump on it today. 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.
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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.
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 26, 2018
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.
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
AUGUST 8, 2019
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
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Forrester eCommerce
JULY 29, 2019
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 […].
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
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.
Forrester eCommerce
SEPTEMBER 2, 2019
Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).
Forrester eCommerce
SEPTEMBER 13, 2019
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.
Forrester eCommerce
JULY 15, 2019
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
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
OCTOBER 1, 2019
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 […].
Forrester eCommerce
JULY 17, 2019
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?
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
OCTOBER 31, 2019
AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more. age of the customer customer engagement customer service solutions prediction promoted
Forrester eCommerce
DECEMBER 1, 2019
age of the customerThere’s an alternative approach to proving the economic value of CX, and it has some advantages: The math is simple and it’s hard to argue against. What’s more, you’ll be measuring something that executives like in good times and love in bad times: cost savings.
Zaius
DECEMBER 10, 2019
eCommerce Brands are in a Battle for the Customer Profile. Centralizing your entire organization (in-store, marketing, service, & merchandising) around a single customer profile opens up a world of possibilities for delivering a beautiful and relevant experience.
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
NOVEMBER 15, 2019
age of the customer B2C marketing chief marketing officer (CMO) customer experienceIn their embrace of new tools and tactics, marketers have at times lost sight of the people they aim to connect with. A shift in approach requires no new investment — but it does require revisiting core assumptions.
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
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 27, 2019
age of the customer Customer Experience (CX) customer experience index employee experience Holiday holiday season retail retail series User Experience (UX This blog post is part of Forrester’s Holiday 2019 retail series.
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
OCTOBER 30, 2019
The coming year will bring changes in approaches to deriving customer insights. age of the customer customer insights data analysis prediction predictive analytics text analytics promotedOnly some firms will succeed.
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
SEPTEMBER 10, 2019
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.
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.
Forrester eCommerce
JULY 16, 2019
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.
Forrester eCommerce
AUGUST 22, 2019
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
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.
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 […].
Zaius
DECEMBER 5, 2019
While your very best customers — those that have bought twice or more from you in the past year — contribute only 1.2% The challenge, though, is that your connection with far too many of these best customers is fading.
Forrester eCommerce
DECEMBER 9, 2019
age of the customerRecently I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design your CX measurement program to track and report $. If you haven’t done that already you should jump on it today.
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