Forrester eCommerce

MARCH 22, 2021

We believe the solution will significantly shape the EX technology landscape as the EX operating system. Microsoft is making progress toward several important aspects of EX with this announcement, but most importantly: Bring together non-survey and survey-based sources of data about EX. This will […].

Operations 219

Operations Technology Customer 219

Forrester eCommerce

JUNE 3, 2019

I’m very excited to be teaming up with Margo Visitacion on the biennial Forrester State of Agile At Scale Survey. In addition to successful Agile team practices and alignment with business stakeholders upstream and downstream with testing/operations, we are now […].

Operations 387

Operations Customer 387

Forrester eCommerce

MARCH 11, 2024

We explore key findings for APAC from Forrester’s 2023 Field Marketing Survey to help organizations understand the state of Field Marketing regionally and what this means for the operation and organization of a future fit field marketing organization.

Marketing 425

Marketing Operations B2B 425

Retail TouchPoints

DECEMBER 18, 2020

Supply chain operations significantly impact customer satisfaction, especially for ecommerce orders. Companies that take the time to develop their supplier networks are able to negotiate lower rates, streamline operations and learn which vendors can execute with short lead times and less risk.

Supplies 246

Supplies Shipping Costs Operations Customer 246

Retail TouchPoints

OCTOBER 27, 2021

Top-line findings from a recent Sensormatic survey reveal that while in-store shopping is expected to rise through the holiday season, what consumers are looking for while they’re there is for retailers to provide insight into product availability and alternative fulfillment offerings.

Consumer 264

Consumer Supplies Fulfillment Technology 264

Forrester eCommerce

FEBRUARY 9, 2023

Our recent 2022 survey found that among the APAC data and analytics decision-makers, only 13% indicated that their enterprise has advanced insights-driven business maturity — that is, they use a decide-act-learn-improve loop to ensure that insights are having maximum business impact.

Operations 195

Operations Improvements 195

Retail TouchPoints

JANUARY 15, 2024

Within the larger global market, McKinsey estimates that the retail and CPG sectors have the most to gain from AI , with potential to harness the tech and drive huge improvements in operational efficiency as well as the customer and employee experience. But many of these tasks may just represent the low-hanging AI fruit.

Retail 312

Retail Customer Experience Technology Operations 312

Forrester eCommerce

OCTOBER 4, 2023

Year on year, Forrester’s annual Priorities Survey shows that growth is the number one priority for CEOs and most C-suite executives. And today, technology is a powerful driver of growth — if the organization fully harnesses its technology assets and operations.

Technology 411

Technology Operations Customer 411

Forrester eCommerce

AUGUST 17, 2023

In Forrester’s Marketing Survey, 2023, 29% of B2B marketing decision-makers in Asia Pacific who are responsible for marketing operations say that their organization will support growth over the next 12 months by enhancing marketing’s use of measurement and analytics to drive insights and decision-making.

B2B 364

B2B Operations Marketing 364

Forrester eCommerce

JUNE 13, 2019

A recent survey revealed that 76 percent of HCOs anticipate using public cloud services within the year, putting public cloud vendors on pace to be the most popular cloud services providers in healthcare.

Operations 347

Operations 347

Retail TouchPoints

JUNE 2, 2021

This surging demand has exposed fulfilment inefficiencies and sent retailers scrambling to power their delivery operations. In an American Express and Forrester survey , 57% of respondents stated that same-day delivery would make them more loyal to a customer’s brand.

Operations 191

Operations Fulfillment Order Fulfillment Technology 191

Retail TouchPoints

JANUARY 29, 2024

While nearly two-thirds ( 65% ) of retailers responding to the 2022 survey had assigned in-store staff to these tasks, that percentage dropped to 56% in 2023. While just 45% of 2022 survey respondents outsourced deliveries to courier services, 57% did so in 2023. The percentage using third-party companies also rose, from 29% to 38%.

Fulfillment 289

Fulfillment Shipping Costs Omnichannel Retail 289

Retail TouchPoints

SEPTEMBER 11, 2020

All eyes have shifted to e-Commerce as, according to a recent Forrester survey, 42% of consumers do not plan to return to stores after stay-at-home orders are lifted. [1]. It’s critical that you have a scalable customer service operation in place that can effectively manage the spike in customer inquiries that is sure to come.

eCommerce 241

eCommerce Operations Fulfillment Customer Loyalty 241

Forrester eCommerce

MAY 11, 2022

Forrester’s Marketing Survey, 2022, revealed insights that can help B2B marketing leaders strengthen their marketing strategy. CMOs are currently confronted with a challenging environment, rapidly evolving requirements, and the need for change, which impacts organizations’ growth strategy and operating business.

B2B 365

B2B Operations Marketing Customer Loyalty 365

Retail TouchPoints

JUNE 15, 2020

Consumer Pulse Survey conducted during the first week of June. When the Centers for Disease Control and Prevention (CDC) surveyed more than 4,000 U.S. For 79% of that group, the loosening of government restrictions is not a sufficient incentive for them to regularly return to stores, restaurants or other out-of-home activities.

eCommerce 173

eCommerce Consumer Retail Payment Services 173

Retail TouchPoints

MARCH 18, 2024

By having the option to pick self-checkout for a quick trip, or a traditional, staffed lane when their cart is full, guests who were surveyed told us the overall checkout experience was better, too,” according to the statement.

POS 259

POS Payment Services Customer Experience Operations 259

Retail TouchPoints

MARCH 15, 2023

However, employee shortages are forcing many organizations to prioritize capabilities that support operating efficiency and store performance over employee engagement and loyalty. Overall, 80% of survey respondents said frontline turnover has increased, with 63% of retailers saying they are short on frontline staff.

Operations 277

Operations Improvements Technology Management 277

365 Retail

DECEMBER 15, 2022

Perhaps the biggest vote of confidence for in-store operations was the finding that all retailers surveyed said they were planning to invest in their in-store experience in 2023. . The post European retailers fearing for in-store operations during this year’s festive period appeared first on 365 RETAIL | Retail Technology News.

Operations 78

Operations eCommerce Retail Customer Experience 78

RetailMinded

NOVEMBER 13, 2023

70% of retail merchants say the ‘double whammy’ of spiralling interest rates and inflation will hit peak trading in the run-up to the Holidays, according to a new Inventory Planner survey 55% of sellers are planning to buy less stock for festive shoppers because of the impact of inflation; with inflation increasing 3.7%

Retail 59

Retail Supplies Consumer Management 59

Forrester eCommerce

NOVEMBER 21, 2023

In our 2023 Data Literacy and Culture Survey, we uncovered key insights about the state of data culture in organizations. Shockingly, nearly half of employees lack the ability to search for existing insights and struggle to find reports, datasets, and insights.

Customer Experience 451

Customer Experience Management Operations Customer 451

Retail TouchPoints

AUGUST 23, 2023

While shrink is far from a new problem in retail, the impact of theft — particularly large-scale operations run by organized retail crime (ORC) rings — has been garnering the attention of executives at some of the country’s largest retailers, including Lowe’s , Target and Dick’s Sporting Goods. increase in theft attributed to ORC in 2021.

Sporting Goods 246

Sporting Goods Technology Operations Retail 246

365 Retail

AUGUST 16, 2023

According to a new survey released today by Honeywell , nearly six in 10 retailers plan to adopt artificial intelligence, machine learning and computer vision technologies over the next year to enhance the shopping experience offered within stores and online.

Technology 52

Technology Live Chat Retail Customer Experience 52

Retail TouchPoints

DECEMBER 28, 2021

At the same time, the Cox Small Business Survey found that 90% of minority-owned small business owners have high hopes regarding growth in the next year. And more than half of those surveyed intend to continue using this new tech — and perhaps invest in more. Reasons cited were that the country’s 1.1

Payment Services 279

Payment Services Small Business Retail Banking Operations 279

Retail TouchPoints

DECEMBER 13, 2023

Trend 2: Technology will Elevate Omnichannel Performance and Key Value Props Nearly two-thirds ( 63% ) of respondents to Retail TouchPoints’ annual Store Design & Experience Survey shared that better integrating technology into the experience was a top priority for them in 2023. However, sometimes the success of one area (i.e.

Sporting Goods 323

Sporting Goods Technology Omnichannel Operations 323

Retail TouchPoints

OCTOBER 26, 2023

According to a Retail Insight survey of over 1,000 U.S. Retailers that have moved to a data-driven approach have improved their sales, operational efficiency and overall profitability. Retailers that base decisions on incomplete or inaccurate data see a large chain reaction effect on many of their key operational performance metrics.

Customer 263

Customer Operations Improvements Technology 263

Forrester eCommerce

OCTOBER 26, 2023

Forrester’s Q1 2023 Global B2B Intent Data Survey asked intent data users how this type of data is being deployed by their B2B marketing and sales teams — and what results these practitioners are actually seeing.

B2B 390

B2B Marketing Operations 390

Retail TouchPoints

DECEMBER 27, 2023

Consumer packaged goods (CPG) companies are obsessed with two things: maximizing revenue and minimizing operational expenses. When surveys and focus groups occur before a product launch, participants often don’t have any practical experience with the product yet, and insights are more guesswork into how the public may react.

Improvements 264

Improvements Supplies Consumer Operations 264

Retail TouchPoints

SEPTEMBER 19, 2023

A recent ecommerce search report by a leading customer experience platform provider tested sites and surveyed both customers and ecommerce professionals. While nearly every brand in that survey said their on-site search results are relevant, 69% of consumers said they frequently encounter irrelevant search results while shopping.

Customer Experience 287

Customer Experience Customer eCommerce Customer Loyalty 287

Retail TouchPoints

FEBRUARY 27, 2024

Cyberattacks and network outages can disrupt operations and erode customer loyalty. This article delves into the evolving threat landscape, examining the impact of these disruptions on retail operations and exploring proactive measures for safeguarding businesses, customer data and reputations.

Payment Services 278

Payment Services Retail POS Operations 278

Retail TouchPoints

JANUARY 19, 2024

Even further, recent survey data from FIS’ Global Innovation Report found that 83% of U.S. To address these compounding problems, retailers need to re-evaluate their operating priorities by focusing on cost-cutting measures that also enhance customer experiences, such as through automation, AI or other tech.

Payment Services 340

Payment Services Merchant Services Retail Customer Experience 340

Forrester eCommerce

OCTOBER 2, 2023

Photo by Abhinav Sunil Forrester’s state of IT sustainability 2023 survey and report highlighted the growing importance decarbonizing IT and the reducing the environmental impact of IT in various industries. The demand […]

Financial Services 410

Financial Services Information Technology Operations 410

Retail TouchPoints

DECEMBER 6, 2023

Brands, even those built on Amazon, have choices now; and newer marketplace operators like Walmart and Target , as well as OGs like Ebay , are making a determined pitch to be the platform of choice for third-party sellers. Of the sellers surveyed by Mirakl, 43% prefer curated marketplaces, while 67% still prefer the generalists.

Merchant Services 278

Merchant Services eCommerce Operations Games 278

Retail TouchPoints

JUNE 21, 2023

In fact, in the 2022 National Retailer Security Survey from the National Retail Federation (NRF), nearly nine in 10 respondents said analytics, and store and business intelligence, are what’s needed most to help fight shrink and bolster loss prevention teams. A smoother operation can limit shrink where controllable. billion in 2020.

Technology 273

Technology Supplies Operations Mobile 273

Retail TouchPoints

FEBRUARY 18, 2022

The past two years have seen a rapid evolution of retailers’ digital operations, and perhaps more importantly led to a dramatic shift in the role that ecommerce plays in the overall shopping experience. That, combined with more stringent data privacy regulations, has made data collection and enrichment a top investment priority for 2022.

eCommerce 299

eCommerce Shipping Costs Channel Operations 299

Retail TouchPoints

NOVEMBER 17, 2023

Home Depot is on the leading edge with this type of tech usage: the 2023 Retail TouchPoints Store Operations Benchmark Survey revealed that just 28% of retailer respondents’ associates use mobile devices to audit visual merchandising and displays.

Improvements 259

Improvements Fulfillment Operations Presentation 259

Retail TouchPoints

SEPTEMBER 27, 2023

NRF Data: Shrink is on the Rise The National Retail Federation’s just-released National Retail Security Survey 2023 revealed that the overall shrink rate in 2022 rose to 1.6% , up from 1.4% reduced specific stores’ operating hours; 29.7% in 2021 and in line with shrink rates seen in 2020 and 2019. billion in losses, up from $93.9

Sporting Goods 264

Sporting Goods Operations Retail Other 264

Forrester eCommerce

MAY 11, 2022

In the past three years, eight virtual banks have started operations in Hong Kong and have achieved early results in customer acquisition. Some of these results were also echoed in Forrester’s survey data from the past year: 44% of Hong Kongers opened a virtual bank account in the first six months in 2021, for example. […].

Banking 195

Banking Customer Operations 195