Customer Experience Q&A: Etsy’s Abby Covert, Information Architect

Forrester eCommerce

customer experience customer experience index (CX Index) customer experience measurement digital customer experience Information architecture retailIf you care about CX, you have to admire Etsy. It was the top digital retailer in Forrester’s Customer Experience Index™ in 2017. It excels at differentiating itself with a unique set of products and a distinctive online store, where buyers routinely upload pictures of their purchases alongside gushing reviews.

How 3 Global Brands Scaled Using a Product Information Management (PIM) Solution


No matter how attentive to scalability, when a business grows it’s inevitable that product information becomes scattered, duplicated and siloed. In this piece, we’ll review: The 3 most common ways brands attempt to solve product information management issues.

Apple Continues To Empower The Patient To Be An Informed Consumer

Forrester eCommerce

Apple Takes Record Sharing To The Next Level Consumers demand access to their medical information, and Apple has answered the call. In January, Apple released an update to the Health app, enabling customers of 12 hospitals and clinics to see their medical records right on their iPhone. Months late, Apple now allows patients from over […]. age of the customer healthcare mobile apps

Data-driven vs. data-informed: What’s the difference?


As any forward-thinking business knows, we’re past the point in time where we can leave business decisions to guesswork and ignore the benefits of data available to us. Business Growth Productivity Popular Posts

Key reports to drive data-informed wholesale business success


You’ve recognized the need for a data-informed strategy for your wholesale business – but what do you do with all the data you’re collecting? How do you use data to measure the success of your sales, order fulfillment, shipping, profitability, and so on?

Lack of accurate product information: the no. 1 turn off for online consumers

Retail Technology Review

A survey commissioned by Pimberly indicates that UK retailers are losing online customers, and sales, due to poor product information

The ultimate guide to becoming a data informed merchant


With the advent of technology, everyone began accumulating data at a rapid-fire rate. And now with easy access to low cost computing power and Cloud software, more small- to medium-sized businesses (SMBs) have been empowered with data, and the ability to learn from it, than ever before.

3 inspiring merchants with a data informed strategy for growth & operations


Data informed strategic planning: it’s something that many businesses strive for, yet few fully succeed at.

Amazon Providing Seller information to California: A Giant Sales Tax Warning


Amazon sent a shockwave through the FBA community on the afternoon of October 23, 2018 when they sent an email stating they had received a “valid and binding legal demand” from the state of CA to turn over third-party seller information. Only now all the information will be accurate.

Predictions 2019: CIOs, Don’t Put The Cart Before The Horse

Forrester eCommerce

business technology (BT) chief information officer (CIO) Information Technology predictions 2019

Predictions 2019: Automation Will Become Central To Business Strategy And Operations

Forrester eCommerce

age of the customer application development & delivery application infrastructure technologies artificial intelligence (AI) automation business models business process management (BPM) business technology (BT) chatbots chief information officer (CIO) employee engagement prediction predictions 2019 robotic process automation (RPA) robotics shared services AI artificial intelligence Automation business strategy Chief Information Officer (CIO) employee experience operations

How to Improve ROI with Product Experience – Product Information Management for eCommerce

Demac Media

To convert prospects into buyers and expand market presence and online revenue, product information needs to be high quality, complete, and always available. Today, customers expect to access the right information needed to make an informed buying decision.

Stay Ahead Of Your Customers With Continuous Delivery

Forrester eCommerce

agile chief information officer (CIO) chief marketing officer (CMO) continuous delivery culture product design Agile Chief Information Officer (CIO) Continuous Delivery promoted

Turning Data into Information; Why is it So Important?


This is why wireless dealers need to break down their data into usable information — it lets you create solutions efficiently and lets you get back to focusing on business. Your business is likely always collecting data, and sorting through it all can be very overwhelming.

Is Your Data Strategy Ready To Keep Up?

Forrester eCommerce

big data chief information officer (CIO) customer data data insights data management data and analyticsI remember a few years ago when, as enterprise architects, we sat around in the office of the VP of architecture and planned our data strategy on the whiteboard.

Digital Myth No. 4: Your Company Needs A Digital Strategy

Forrester eCommerce

chief information officer (CIO) chief marketing officer (CMO) customer experience digital business digital disruption digital transformation

Examine The Cybersecurity Risk Ratings Market With The Forrester New Wave™ Evaluation

Forrester eCommerce

The Forrester New Wave™: Cybersecurity Risk Ratings, Q4 2018 Earlier today, we published “The Forrester New Wave™: Cybersecurity Risk Ratings, Q4 2018” evaluation.

LIFT Your Emerging Tech Efforts To The Next Level — Part 2

Forrester eCommerce

chief information officer (CIO) emerging technology Innovation customer obsession

Robotics Quotient — Maximize Value From AI And Automation Investments

Forrester eCommerce

artificial intelligence (AI) automation chief information officer (CIO AI and automation have risen to the top of CIOs’ agendas, but most companies aren’t prepared to recognize the full value from their investments. While they’ve spent money on technology, they haven’t invested enough in fundamentals — the people, leadership, and organizational structures that will drive success. Learn how our RQ (Robotics Quotient) model helps clients […].

The Forrester Wave™: Managed Security Services Providers (MSSPs), Europe, Q4 2018

Forrester eCommerce

managed security services providers (MSSPs) security & risk security analytics security architecture security automation & orchestration security information & event management (SIEM) security operations & program governance

[The Information] Behind Some Low Amazon Prices: Stolen Goods


This was recently explored in a report by The Information. He told The Information that it’s always hard to identify stolen goods, and it’s a constant battle to stop these illegitimate products from being sold on Amazon.

Your People Problem With Emerging Technology And Innovation

Forrester eCommerce

chief information officer (CIO) emerging technology Innovation innovation management business strategy digital strategy employee experience innovationNearly half of the firms we survey are prioritizing innovation as key to their business strategy.

Making Omnichannel Work: Unifying product, pricing and inventory information


Omnichannel retail is no longer a prediction; it's a foregone conclusion. Shoppers are demanding cross-channel conveniences and retailers are gearing up and reorganizing to meet the challenge. Retail Operations Customer Experience

Climate Change Is Transforming Business

Forrester eCommerce

age of the customer chief information officer (CIO) climate change digital business risk management security & risk sustainability customer experience emerging technology Security & Risk

The Five Myths Of Digital Transformation: Myth Two CIOs Can’t Drive Transformation

Forrester eCommerce

age of the customer chief information officer (CIO) chief marketing officer (CMO) digital business digital customer experience digital transformation IT communications & marketing of IT IT governance CDO Chief Information Officer (CIO) CIO digital strategyMany people believe “digital transformation” is not an “IT” thing. While this may have been true when applied to last century’s typical IT group, its should not be true in 2018.

LIFT Your Emerging Tech Efforts To The Next Level

Forrester eCommerce

chief information officer (CIO) digital business emerging technology business strategy innovationToo many firms are heavily focused only on what their customers are looking for today. This makes sense if you are struggling to address these current, tactical needs. But if you are meeting these needs, your focus needs to shift to: Your customers’ needs evolution. Your customers’ ultimate objectives — beyond what they use you for. […].

The Shifting Map Of US Tech Talent Offers New Opportunities For Talent-Hungry CIOs

Forrester eCommerce

chief information officer (CIO) technologyThe US tech economy is starting to spread from major cities on the East and West Coasts to inland metro areas. This is great news for American cities, employers, and tech workers. Inland urban centers that were once considered flyover cities are now bustling with tech startups and incubators, as well as the tech workforces […].

Predictions 2019: Cybersecurity Faces Old Familiar Foes, Costly New Attacks, And Welcome Leadership Changes

Forrester eCommerce

cybersecurity data & information protection data security predictions 2019Next year, the biggest challenges to the cybersecurity industry will come from outside forces. In 2019, geopolitical trends will reintroduce old enemies and escalate issues of cyberespionage and sabotage. As criminals follow the money — as they are wont to do — they will use emerging technologies to go after commerce in a BIG way. […].

Myth #3: Digital Transformation Requires A Chief Digital Officer

Forrester eCommerce

chief information officer (CIO) chief marketing officer (CMO) digital business digital disruption digital transformationDo you see the Chief Digital Officer as some kind of digital superhero, swooping in to rescue a dysfunctional business and transform it into a digital powerhouse?

European Intelligence Announcement Shows The Importance Of Assessing Geopolitical Risks

Forrester eCommerce

cybersecurity information securityToday, we in Europe woke up to headlines about attempted cyberattacks by Unit 26165 of Russia’s GRU intelligence service.

What makes a superstar security leader?

Forrester eCommerce

chief information officer (CIO) cybersecurityI’m so excited about my latest contribution to our research on “How To Become A Superstar Security Leader” (led by my fabulous colleagues Claire O’Malley and Chris McClean).

Advanced Digital Businesses Are Winning With Tech-Driven Business Innovation

Forrester eCommerce

business technology (BT) chief information officer (CIO) Innovation technologyThose that don’t keep up with the rapidly changing pace of technology will cease to be competitive and get left behind. The most advanced enterprises have common threads.

Disruptive Innovation: Enterprise Success Stories

Forrester eCommerce

age of the customer chief information officer (CIO) customer experience digital business emerging technology innovationAs I’ve reported, the degree of tech-driven market disruption has never been a higher priority for every company, across every industry, than it is today.

Automation, AI, And Robotics Are Critical CIO Targets

Forrester eCommerce

We’ve just released a major new report, The CIO’s Guide To Automation, AI, And Robotics.

Two Forrester Waves Evaluate The Top Insights Services Providers

Forrester eCommerce

chief information officer (CIO) insights servicesStruggling to meet the needs of data and analytics needs decision-makers? There is help out there!

Five Myths Of Digital Transformation

Forrester eCommerce

age of the customer chief information officer (CIO) chief marketing officer (CMO) corporate strategy digital disruption digital transformation ebusiness strategy strategy & strategic planning strategy planning & governance digital business digital strategy

Forrester’s Top Emerging Technologies To Watch 2018

Forrester eCommerce

3d printing age of the customer chief information officer (CIO) emerging technology innovationI’m excited to announce that our list of top emerging technologies to watch in 2018 is out. If you are a client, you can download the report here; if not, here is a quick video blog. It explains what’s different about this year’s report and how we came up with our list. It further contains […].

Telefónica Is Maturing Into A Digital Service Provider

Forrester eCommerce

data & information protection networking platform-as-a-service (PaaS) predictive analytics privacy software-defined storage (SDS) telecommunications servicesTelefónica hosted its Industry Analyst & Customer Days in Madrid recently.

Agile Processes Can Transform Companies From Unexpected Places: The VGZ Success Story

Forrester eCommerce

age of the customer agile chief information officer (CIO) digital business digital transformationIn today’s fast-paced world, you’d be hard-pressed to find an IT shop that isn’t at least experimenting with Agile.

The Platform Economy – What CIOs Need to Know

Forrester eCommerce

age of the customer chief information officer (CIO) customer experience platform private cloud platformsNary a day goes by without someone talking about their efforts to build a platform. We cannot argue, platforms can contribute massive value to customers, the ecosystem, and the company that creates the platform. More so, as a consumer, I rely on platforms for so much of my working life that I often don’t even […].

Beyond Moore’s Law: How Exponential Technology Will Drive Disruption

Forrester eCommerce

business value chief information officer (CIO) emerging technology innovation Quantum ComputingI’ve been thinking a lot about exponential technology and asking myself: “Is disruptive change due to ‘Moore’s Law’ done?” Newsweek recently proclaimed, “The Future Is Uncertain As Moore’s Law Comes To An End.” However, while most experts agree that silicon transistors will stop shrinking around 2021, this doesn’t mean Moore’s Law is dead in spirit […].

Canada’s Tech Market Stays A Half Step Behind The US Tech Market

Forrester eCommerce

business technology (BT) chief information officer (CIO) technologyThe Canadian tech market will grow in both 2018 and 2019, but growth will slow from 5% in 2017 and 2018 to 3.7%

It’s Past Time To Prepare For A No-Deal Brexit; Spend The Money And Hope It’s A Waste

Forrester eCommerce

chief information officer (CIO) customer data data governance Europe promotedCenter-right politicians from Scandinavian countries aren’t prone to hyperbole. But on 17 August, Danish Minister of Finance Kristian Jensen told the UK’s BBC Radio 4 that he pegged the odds of a ‘No-deal’ Brexit at 50-50. This, coupled with the UK government’s publication of its No-deal Brexit guidance collection on 23 August, means that if […].