Forrester eCommerce

JULY 4, 2023

The customer journey mapping (CJM) platform landscape is an eclectic, innovative market where vendors’ go-to-market strategies and focus vary.

Customer 369

Customer Marketing Customer Experience Management 369

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. for a networking event to discuss CX trends and best […].

Customer Experience 364

Customer Experience Customer Events B2C 364

Retail TouchPoints

MAY 12, 2023

Nearly 25% of construction workers are older than 55 — a growing trend that may see an industry short of over 340,000 workers by 2024. Instant access to highly-skilled personnel with niche experience. Flexibility in your company’s response to market trends and customer demands. Leverage AI where you can.

Customer Experience 328

Customer Experience Customer Travel Technology 328

Retail TouchPoints

NOVEMBER 17, 2023

When customers place ecommerce orders, the last thing they want is an unhappy surprise. The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. In other instances, customers might expect an upgrade for their trouble.

Shipping Costs 242

Shipping Costs Customer Experience Supplies Improvements 242

Forrester eCommerce

AUGUST 2, 2021

just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer-experience team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development and restaurant solutions. McDonald’s Corp.

Customer Experience 334

Customer Experience Customer Operations Marketing 334

Retail TouchPoints

JULY 11, 2022

If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) in a few words, it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too.

Customer Experience 287

Customer Experience Social Media Customer Live Chat 287

Digital Doughnut

JUNE 13, 2022

Customer experience has become a decisive factor in choosing between available products and their alternatives and companies are well aware of that. Therefore, marketers have to find new and unconventional ways to improve their customer experience.

Customer Experience 105

Customer Experience Customer Improvements Marketing 105

Forrester eCommerce

JUNE 29, 2021

Even before the pandemic organizations, across industries, have been grappling with how to manage customer experiences across physical and digital touchpoints.

Customer Experience 285

Customer Experience Customer Management Retail 285

Retail TouchPoints

SEPTEMBER 7, 2022

Invite them to be part of the story, not as customers, but as human beings. These details should fuel curiosity, and make customers feel alive, heard and special through unexpected relevant moments and experiences — all of which should inspire, educate and connect them emotionally, ultimately creating brand loyalists.

Customer Experience 267

Customer Experience Customer Social Media Arts 267

Forrester eCommerce

OCTOBER 22, 2020

I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA. It’s a chance to […].

Customer Experience 301

Customer Experience Customer Presentation Events 301

Retail TouchPoints

DECEMBER 13, 2023

Retail TouchPoints asked experts across the store design, experience and technology realms to share the trends they believe will drive brick-and-mortar innovation. I think we all hope that coming into the next few years we’ll see more brands willing to inspire their customers and understand the inherent value in that.

Sporting Goods 274

Sporting Goods Technology Omnichannel Operations 274

Forrester eCommerce

MARCH 15, 2022

Luxury brands continue to grapple with their evolving digital go-to-market strategies in the face of ingrained traditions, placing a premium on the in-store customer experience. But it is not a case of digital versus store.

Customer Experience 195

Customer Experience Customer Consumer Marketing 195

Retail TouchPoints

MAY 3, 2023

How can companies deliver personalized ads at scale, search for new customers and conquer new markets, launch effective marketing campaigns and optimize products and brand experience? In short, how can businesses connect with their customers? I will share a customer case example that answers these questions.

POS 234

POS Customer Experience Customer Technology 234

Forrester eCommerce

FEBRUARY 28, 2024

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 389

Customer Marketing B2B Customer Experience 389

Retail TouchPoints

JANUARY 24, 2024

Here we’ll take a look at these trending technologies and how they will shape B2B businesses’ ability to deliver a frictionless experience with their digitally native buyers. Additionally, maintaining ethical data usage and ensuring customer privacy will be vital in these AI deployments.

B2B 225

B2B eCommerce BigCommerce Omnichannel 225

Forrester eCommerce

APRIL 29, 2024

Read on to explore Forrester's take on the top digital CX and design trends to watch for in 2024.

Customer Experience 251

Customer Experience Customer 251

Retail TouchPoints

JUNE 29, 2022

That means they are thinking more holistically about the brand experience. Regina Bailey, Senior Director of Retail Strategy for Menasha, chatted with Andrew Gaffney about the hot trends and topics guiding CPG investments.

Customer Experience 195

Customer Experience Customer Consumer Retail 195

Forrester eCommerce

OCTOBER 18, 2021

Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.

Customer Experience 195

Customer Experience Customer 195

Forrester eCommerce

FEBRUARY 21, 2024

In two new reports on healthcare trends, we explore how HCOs can weather the storm and overcome these challenges. Healthcare organizations (HCOs) are navigating turbulent waters as they confront long-standing industry challenges and broad economic currents. The convergence of these factors tests HCOs’ adaptability and resilience.

Customer Experience 373

Customer Experience Customer 373

Forrester eCommerce

APRIL 1, 2021

Because CRM is at the heart of every business that wants to compete on customer experience. It enables companies to access 360-degree views of customers in real time to drive reliable, trusted, […]. For a 30 year old technology category, it is amazing to see the CRM industry continue to grow at a staggering rate.

Customer 489

Customer Customer Experience Technology Management 489

Digital Doughnut

MARCH 30, 2023

In today's hyper-competitive business landscape, providing a great customer experience is no longer optional. Customers expect personalized and convenient experiences, and businesses that fail to meet these expectations risk losing customers to their more customer-focused competitors.

Customer Experience 59

Customer Experience Customer eCommerce 59

Digital Doughnut

SEPTEMBER 29, 2023

Explore the essential customer service marketing trends that can transform your strategy and boost customer loyalty. Create an impactful customer experience.

Customer 96

Customer Marketing Customer Loyalty Customer Experience 96

iVend

MARCH 17, 2023

Ask any retailer and they’ll tell you that an enhanced customer experience is at the top of their ‘must do’ list. Improving customer experience is the key to winning new customers, keeping existing ones happy and bumping up revenue and profit. iVend helps retailers analyse data for an enhanced customer experience.

Customer Experience 98

Customer Experience Improvements Customer Retail 98

lateshipment

SEPTEMBER 4, 2020

While your company’s products and sales efforts will ultimately be most directly responsible for generating and maintaining business, the on-site experience you provide also plays a key role in attracting and intriguing customers. Here's What You Need to Do to Piece Together a Better On-Site eCommerce Customer Experience.

Customer Experience 219

Customer Experience Improvements eCommerce Customer 219

RTP blog

DECEMBER 16, 2019

Brands are facing more complexity than ever with the growing needs of customers and the multiplying number of sales channels. As a result, consumers are expecting customized products marketed with relevance via their preferred medium. By Agnes Law, Schawk! In APAC, e-Commerce sales have tripled from $600 Billion USD in 2014 to $1.8

Customer Experience 195

Customer Experience Customer eCommerce Retail 195

Digital Doughnut

FEBRUARY 17, 2023

The arrival into the third decade of the 2000s has been anything but smooth sailing for businesses and their customer experience (CX) departments.

Customer Experience 115

Customer Experience Customer Customer Data Consumer 115

Kissmetrics

MARCH 22, 2018

Stitch Labs is a purpose-built inventory management software to help brands improve customer experience and scale efficiency. When we talk about the future of retail, industry news is abuzz with the idea of brands creating experiences for their customers. Download the original guide here. Image Source.

Customer Experience 279

Customer Experience Customer Shipping Costs Gifts 279

Forrester eCommerce

JUNE 16, 2023

In our latest report, The US Health Insurers Customer Experience Index Rankings, 2023, we reviewed and dissected the latest Customer Experience Index (CX Index™) data for the industry — and became keenly aware of […]

Customer Experience 195

Customer Experience Customer 195

Retail TouchPoints

NOVEMBER 18, 2020

The coronavirus pandemic has pulled retailers in a number of different directions as they react to shifting shopping trends and new expectations generated by the explosion in ecommerce shoppers. American Eagle Emphasizes Flexibility and Customer Empowerment to Win Over Wary Shoppers.

Customer Experience 216

Customer Experience Customer Technology eCommerce 216

MagentoBrain

FEBRUARY 21, 2023

The following will describe the seven major marketing trends in 2023 for readers, as well as six tool applications that marketers cannot ignore! This blog will take you to discuss the latest digital and online marketing trends in 2023, and how marketers can prepare and respond to these market trends.

Customer Experience 52

Customer Experience Customer Marketing Payment Services 52

Retail TouchPoints

MARCH 8, 2024

has named four executives with extensive retail experience to top posts, including naming Frank Kerr as the company’s first-ever Chief Customer Officer. where he was one of the first 50 employees, and he’ll be responsible for driving a holistic customer experience using consumer insights, marketing, loyalty and promotions.

Customer 254

Customer Customer Loyalty Customer Experience Marketing 254

Retail TouchPoints

FEBRUARY 9, 2022

Over the last couple of years, we’ve seen this rapid digital adoption spark a wave of design innovation as brands seek to meaningfully engage with customers in a remote world. But that doesn’t necessarily mean they’re seeking the same experiences as before. Holistic ecommerce experience.

eCommerce Design 302

eCommerce Design eCommerce Travel Mobile 302

RTP blog

NOVEMBER 10, 2017

By Miguel Ramos, Confirmit Retailers are facing increasing pressure to create a compelling and interactive shopping experience. The ease of online shopping is great for the customer — but what about the retailers who are trying to entice that same customer to enter their brick-and-mortar stores? Talk about convenience.

Customer Experience 150

Customer Experience Technology Customer Mobile 150

GetElastic

SEPTEMBER 16, 2021

Why a Hybrid Customer Experience is Essential for Today’s Consumer. After all, that’s where the customers are, right? As it turns out, based on a 2019 study , many customers actually prefer a hybrid experience over one that is entirely online or in-person. What exactly is a hybrid customer experience?

Customer Experience 139

Customer Experience Customer eCommerce Vend 139

GetElastic

SEPTEMBER 16, 2021

Why a Hybrid Customer Experience is Essential for Today’s Consumer. After all, that’s where the customers are, right? As it turns out, based on a 2019 study , many customers actually prefer a hybrid experience over one that is entirely online or in-person. What exactly is a hybrid customer experience?

Customer Experience 139

Customer Experience Customer eCommerce Vend 139

GetElastic

SEPTEMBER 15, 2021

With the disruption of COVID-19, new trends have emerged, and the eCommerce landscape is transforming. B2B companies are implementing new strategies to adapt to the changing consumer needs and take advantage of a growing online customer base, characterized by new loyalty programs, deep personalization options, and AI-based features.

B2B 146

B2B eCommerce Customer SEO 146

Retail TouchPoints

OCTOBER 31, 2023

This transition from remote work to returning to the office brings new opportunities for luxury retailers as their customers now begin revisiting their wardrobe choices. Retailers’ first move should be to assess current trends, and how well they align to office culture, so they can be used to drive recommendations.

Customer 272

Customer Retail Recommendation Fashion 272