Forrester eCommerce

SEPTEMBER 20, 2023

In a 2016 New York Times Magazine profile of Ben Rhodes, President Obama’s then deputy national security adviser for strategic communications, Ben was quoted as calling the American foreign-policy establishment “the Blob.”

Magazine 458

Magazine Management Customer 458

Retail TouchPoints

NOVEMBER 8, 2023

Alcohol distributor Southern Glazer’s Wine & Spirits has launched a new logistics service for the alcohol industry that will offer storage and packaging services for any wine and spirits supplier, regardless of whether or not they currently have a relationship with Southern Glazer’s. glass, cardboard, etc.), and Fairfield, Calif.,

Supplies 256

Supplies Fulfillment Operations Other 256

Retail TouchPoints

JUNE 13, 2023

Amazon has announced additional steps to curb fake reviews on its marketplace as it aims to fight back against the illicit “fake review broker” industry. Amazon will continue to hold bad actors accountable to protect our customers and selling partners,” said Dharmesh Mehta, VP of Worldwide Selling Partner Services at Amazon in a statement.

Social Media 264

Social Media Information Operations Improvements 264

Forrester eCommerce

MAY 1, 2023

They must balance the need to better serve customers against pressures to reduce headcount. Forrester sees more companies turning to industry CRM to help manage these journeys. Companies must make decisions to modernize while navigating a challenging economic climate. Our data backs this […]

Management 195

Management Customer 195

Forrester eCommerce

AUGUST 20, 2020

The pandemic has impacted individual companies and industries very differently. To discuss some of the opportunities and challenges facing the grocery industry, […]. Restaurants have been closed, while grocery stores have been overwhelmed with demand.

eCommerce 477

eCommerce Customer Data Customer 477

Retail TouchPoints

APRIL 10, 2024

Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. But there is a way forward, a balance that allows for costs to be recovered and keeps base customers happy and loyal. Never unilaterally hike prices.

Customer Loyalty 264

Customer Loyalty Payment Services Customer Consumer 264

Forrester eCommerce

MAY 5, 2021

At Forrester we are tightening up our previous definition of an industrial IoT software platform, to focus on connecting, securing, and managing physical devices. We are introducing a new term, the digital industrial platform, to address the broader requirements and use cases around advanced analytics, customer-facing applications, etc.

Definition 301

Definition Management Customer 301

Retail TouchPoints

SEPTEMBER 29, 2021

While subscriptions have been an option for consumers in a number of retail environments — from apparel and pet supplies to media consumption — the COVID-19 pandemic accelerated the adoption of subscriptions in a variety of industries that turned to payment technology to adapt their business.

Subscription 298

Subscription Payment Services Payments Automotive 298

Retail TouchPoints

APRIL 15, 2024

Giana is asking for damages and injunctive relief against the alleged “ industrial-scale scheme of systematic, digital copyright infringement of the work of small designers and artists.” Shein supplements its electronic data-mining system with online research and industrial surveillance of its retail competitors.

Social Media 147

Social Media Fashion Electronics Jewelry 147

Forrester eCommerce

SEPTEMBER 3, 2021

In my past 30 years in the contact center industry at organizations like RingCentral, Genesys, 8×8, and IBM, I’ve watched the same movie over and over and over again…too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more with less”.

Customer 508

Customer Customer Loyalty Customer Experience Management 508

Retail TouchPoints

AUGUST 3, 2021

It has been a year since the pandemic rocked a fashion industry that was already feeling the pressure of trying to keep pace with consumer shifts toward digital, ethical sourcing and eco-friendly products. 2021 will continue to be an uncertain year, with business growth slow to pick up for the industry. Fashion Resale.

Fashion 290

Fashion Social Media Consumer Clothing 290

Retail TouchPoints

AUGUST 17, 2023

This moderating trend in inflation is an encouraging development, but it is not without its caveats, particularly within the dynamic and complex terrain of the retail and consumer goods industries. Three in four CEOs across industries believe that competitive advantage will depend on who has the most advanced generative AI.

Consumer 246

Consumer Payment Services Food and Beverages Supplies 246

Smile.io

AUGUST 25, 2023

Loyalty programs are one of the best ways to build your brand community—the ultimate retention tool for businesses in any industry. From a branded explainer page, clever VIP tier names, and on-theme language such as “Rewards Designed For You”, customers know the loyalty program is closely aligned with the brand values.

Customer Loyalty 75

Customer Loyalty Beauty and Health Food and Beverages Customer 75

Forrester eCommerce

MARCH 24, 2021

We just published a new look at the design industry and the trends driving it. Forrester clients can see it here: The Design Industry, 2021. We estimate the size of the global design industry to be $162B and believe multiple software categories used in design will grow more than 20% this year. And right on […].

Customer Experience 291

Customer Experience Customer 291

Forrester eCommerce

MARCH 1, 2020

Not too long ago, executives from manufacturing and related industries would not consider running their internet of things (IoT) initiatives from a cloud. Makers of industrial IoT software platforms have undergone a similar change of heart, pivoting from making […].

Customer 436

Customer 436

Forrester eCommerce

JUNE 30, 2021

Horizontal business applications — as mature as they are — don’t fully support industry-specific workflows that span the front and back office. Verticalization is back! Manufacturers must track projects, schedules, time sheets, and labor efficiencies that are not core to CRM or inventory management.

Management 318

Management Customer Experience Customer 318

Wiser

FEBRUARY 23, 2024

It provides targeted exposure and opportunities to engage with potential customers more efficiently than traditional media like TV, especially when products are not nationally available. Retailers are increasingly partnering with media companies to share consumer data with manufacturers.

Marketing 78

Marketing Customer Multi-channel Channel 78

Retail TouchPoints

AUGUST 8, 2023

The online shopping industry has surpassed 2.6 Right now, retailers are selfishly positioning their customer journey to benefit their marketing efforts, not the end consumer. Right now, retailers are selfishly positioning their customer journey to benefit their marketing efforts, not the end consumer. Here’s why.

Customer 246

Customer Social Media eCommerce Consumer 246

Retail TouchPoints

JULY 5, 2023

As the online payments industry continues to evolve, new digital wallet solutions, such as mobile payment apps and e-wallet platforms, are becoming increasingly popular and reshaping the way consumers transact. Integrating digital wallets as a payment option may not immediately resonate with certain customer segments.

Merchant Services 279

Merchant Services Payment Services Payments Retail 279

Retail TouchPoints

JUNE 24, 2022

But the entire industry — from concept through to the consumer — must work together to improve the transparency of value chains around the world. It is easy to forget how far sustainability has already come in the fashion industry. Shifting Attitudes Across the Industry. Start With the Supply Chain. An Eco-Conscious Journey.

Fashion 336

Fashion Shipping Costs Supplies Apparel 336

Forrester eCommerce

SEPTEMBER 15, 2021

In Forrester's 35-criterion evaluation of industrial internet-of-things (IoT) software platform providers, we identified the eight most significant — Bosch, Cisco, GE Digital, Hitachi, PTC, Samsung SDS, Siemens, and Software AG — and researched, analyzed, and scored them.

Customer 359

Customer 359

Forrester eCommerce

SEPTEMBER 29, 2021

Forrester attended the International Motor Show Germany, rebranded as IAA MOBILITY. It took place in Munich between 7-12 September 2021. The event was staged as a hybrid event. It managed to attract 400,000 ‘real’ visitors, making it one of the largest trade fairs since the pandemic started.

Automotive 370

Automotive Mobile Events Customer 370

Forrester eCommerce

DECEMBER 13, 2018

With GE establishing a new stand-alone software business, we examine what it means for existing and potential customers of GE Digital and for GE. What we know: December 13th 2018 – GE announces the formation of a new industrial IoT software business with $1.2bn in revenue (based on GE Digital sales).

Customer 371

Customer 371

Forrester eCommerce

DECEMBER 5, 2018

I’ve just returned from a few days in the sun, having once again participated in Beet.TV’s annual BeetRetreat. Wonderfully, we returned to Puerto Rico this year*.) The theme was “It’s Consumer First in TV Land,” which I really hoped the conference would pay off. Well, we know that consumer attitudes about advertising are not […].

Customer 365

Customer Consumer Omnichannel Marketing 365

Retail TouchPoints

OCTOBER 17, 2023

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. It may be exactly what contact centers need to not just move on from deflection, but have the confidence to once again encourage customers to call. And yes, customers are noticing.

Customer 278

Customer Multi-channel Channel Customer Experience 278

Forrester eCommerce

MAY 20, 2019

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries.

B2C 361

B2C B2B Customer Experience Customer 361

Retail TouchPoints

DECEMBER 29, 2022

According to Forbes, today’s business benchmark is customer experience. The key to having that edge over the competition is delivering top-notch customer experience, ensuring the quality of well-trained staff and continuously studying customer behavior and trends to ensure that customer needs and expectations are met.

Customer Experience 360

Customer Experience Management Customer Retail 360

Forrester eCommerce

SEPTEMBER 30, 2021

The rise of industry clouds is one of the key technology trends that tech executives should be ready for in 2022.

Technology 284

Technology Management Customer 284

Retail TouchPoints

FEBRUARY 16, 2024

With the sector continuing to experience accelerated growth, major retailers are looking for ways to maintain and build trust while dramatically improving customer experience and orchestrating cohesive customer journeys. AI-driven solutions offer businesses a powerful way to personalize customer experiences.

Customer Experience 313

Customer Experience Payment Services Improvements Customer 313

Retail TouchPoints

MAY 12, 2023

We’re three years removed from the pandemic’s Great Resignation, and talent shortages remain across all industries, including construction, trades and other sectors requiring maintenance and repair technicians. Many factors contribute to this shortage, including competition from other industries, demographic shifts and cultural changes.

Customer Experience 344

Customer Experience Customer Travel Technology 344

BigCommerce

APRIL 28, 2021

Ecommerce is a rapidly growing industry with many exciting innovations happening all the time. Customer expectations have never been higher…

eCommerce 406

eCommerce Customer 406