Forrester eCommerce

SEPTEMBER 27, 2022

We made bold predictions for 2022. We weighed in on edge computing, CX, B2B marketing, cybersecurity, and more. Discover which predictions came true and which ones missed the mark as we prepare for Predictions 2023.

B2B 345

B2B Marketing Customer Experience Customer 345

Retail TouchPoints

DECEMBER 25, 2023

in its fiscal year 2023 (ending in September) versus 2022…which may come as no surprise to you at all if you’ve been in a Costco on a Saturday lately. Helping customers leave the store with everything they need is a key way to enhance the customer experience. Costco grew revenue by 6.7% and net income by 7.7%

Customer Experience 282

Customer Experience Customer Retail Point of Sale 282

Forrester eCommerce

JUNE 20, 2022

The 2022 edition of Viva Tech in Paris was a great success with more than 90,000 in-person visitors and 300,000 digital connections. Paris was the center of innovation and technology last week.

Events 367

Events Technology Customer Experience B2C 367

Retail TouchPoints

FEBRUARY 12, 2025

Amazons Reasoning: Added Selection and Convenience for Customers The move continues Amazons efforts to expand its reach beyond its own platform, which began with the debut of Buy with Prime in April 2022. and the honest answer is, maybe.But what we know is that its going to be a better customer experience for Prime members.

Shipping Costs 266

Shipping Costs Merchant Services Customer Experience Information 266

Retail TouchPoints

DECEMBER 31, 2024

The number of returns is growing and managing them is critically important to maintaining margins and customer satisfaction. Consider these facts: total returns amounted to $743 billion in merchandise in 2023 and in 2022; approximately 16.5% of all purchased goods were returned to retailers.

Payment Services 311

Payment Services Shipping Costs Retail Shipping 311

Forrester eCommerce

AUGUST 16, 2022

Discover the results of the 2022 CX Index™ for US banks. For a large multichannel bank, a 1-point improvement in its CX Index™ score can lead to an incremental $123 million in revenue. For a direct bank, it can lead to an incremental $92 million in revenue.

Banking 72

Banking Multichannel Improvements Financial Services 72

Retail TouchPoints

JULY 18, 2024

For example, apps with both associate-facing and customer-facing user interfaces [UIs] allow associates to support the customer’s own research and also facilitate transactions, including endless aisle capabilities and ship-from-store.

Customer Experience 278

Customer Experience Customer Retail Workshop 278

Retail TouchPoints

NOVEMBER 20, 2024

Since the program kicked off in 2022, more than 500,000 pets (or rather their owners) have written letters to Chewy Claus. Pet parents are encouraged to send their pets’ wish lists to Chewy Claus to ask for anything their paws, claws, fins and wings want or need. For every letter submitted by Dec. no-kill” in 2025.

Events 272

Events Management Retail Customer Experience 272

Retail TouchPoints

MARCH 26, 2025

The new locations will include the auto parts retailers larger-footprint market hub stores , which debuted in June 2022 with a 45,000-square-foot location in Los Angeles. These stores, slated for new openings in the Midwest, carry 75,000 to 85,000 SKUs, helping support same-day delivery for area stores.

Customer Experience 147

Customer Experience Operations Improvements Retail 147

Forrester eCommerce

FEBRUARY 26, 2025

Plain language is a key driver of CX quality in health insurance, but only half of US online adults who are health insurance customers say its easy to understand their coverage. This key indicator has been trending downwards: It was 57% in 2023 and reached a high of 59% in 2022. Health insurers must act […]

Customer Experience 195

Customer Experience Customer 195

Retail TouchPoints

JANUARY 30, 2025

From 2018 to 2022, companies that embraced digital leadership saw average annual shareholder returns of 8.1% , compared to 4.9% But delivering a great customer experience hinges on more than just strategyit requires seamless user experiences (UX) at every touch point.

Customer Experience 256

Customer Experience Technology Customer Loyalty B2B 256

Retail TouchPoints

NOVEMBER 26, 2024

Aimée Lapic, CEO, Hanna Andersson The woman behind the curtain of much of this effort is CEO Aimée Lapic, who joined the company in 2022. The decision to close all its stores in 2020 could have been seen as a rare failure for beloved childrenswear brand Hanna Andersson.

Customer 289

Customer eCommerce Apparel Customer Experience 289

Retail TouchPoints

DECEMBER 5, 2024

“Kruti is a world-class leader with a proven ability to drive growth by obsessing over the customer experience,” said Etsy CEO Josh Silverman in a statement. She will oversee product, marketing, member support, trust and safety, and strategy and operations.

Gifts 279

Gifts Operations Customer Experience Events 279

Retail TouchPoints

NOVEMBER 22, 2024

Initially launched in April 2022, Feel House is a multi-sensory retail experience where “self-expression [is] comfortable for all.” Fuzzy boots and slippers aside, the brand is embracing all things comfy and cozy by bringing back its popular Feel House concept — this time with Grammy Award-nominated artist Post Malone.

Arts 278

Arts Apparel Fashion Management 278

Forrester eCommerce

JANUARY 17, 2024

We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]

Customer Experience 294

Customer Experience Recommendation Consumer Customer 294

Retail TouchPoints

NOVEMBER 28, 2024

Younger generations, especially millennials, increasingly rely on their digital wallet alone, with 28% (up from 25% in 2022 and 22% in 2021) planning to pay for gift purchases in 2024 using digital wallets. Mobile wallets provide the convenience shoppers have come to expect. Retailers must optimize their platforms to capture this demographic.

Payment Services 298

Payment Services Payments Merchant Services Omnichannel 298

Retail TouchPoints

OCTOBER 31, 2024

Since its first venture in 2022, the brand has had various successful experiences under its belt, including the PlayPrints Simulator. Clarks is one brand that has embraced Roblox as a destination for community-building as well as product engagement.

Games 278

Games Accessories Fashion Apparel 278

Forrester eCommerce

JUNE 27, 2022

Consumer behaviors and ambitions caused enterprises and brands to innovate in new ways to sustain engagement with their customers, helping them cope through disruption while delivering positive experiences that ease their daily lives. Recently, Forrester released its US Customer […].

Technology 367

Technology Consumer Customer Customer Loyalty 367

Forrester eCommerce

MARCH 16, 2022

since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Our world has changed, and customer expectations have changed with it.

Customer 362

Customer Channel Management Customer Experience 362

Retail TouchPoints

JANUARY 9, 2025

The immersive activity rooms and multiple consumer experiences are innovations that The North Face will definitely be taking into more stores across Europe, she added. For us the store is a place for curiosity and exploration, said Cerletti.

Outdoor 278

Outdoor Consumer Fulfillment Definition 278

Retail TouchPoints

DECEMBER 11, 2024

See the closure of Amazon Style ; the 2022 closure of all Amazon 4-star , Books and Pop Up stores; and the Amazon Go pullback and pause.) New Fresh builds were put on an indefinite hold in 2023, and some stores were shuttered as Amazon executed what Coresight Research described as a brick-and-mortar retreat to grocery.

Retail 284

Retail Electronics POS Other 284

Retail TouchPoints

DECEMBER 16, 2022

At the beginning of 2022, the company appointed Vijay Talwar as CEO as the final piece of a complete C-suite overhaul. At the Wish 2022 Global Merchant Summit , shipping costs were the banner topic. The immediate results appear to have not satisfied the Wish Board and investors though, because Talwar was out after a mere seven months.

Shipping Costs 306

Shipping Costs Shipping Fashion Fulfillment 306

Retail TouchPoints

APRIL 28, 2023

billion in Q1 2022. Amazon put an emphasis on convenience as a driver for its retail business during the quarter: nearly 26 million customers utilized same-day delivery, up 50% compared to Q1 2022, according to CEO Andy Jassy. While Amazon’s retail sales growth held steady from 2022, AWS’ growth of 16% to $21.4

Retail 359

Retail Technology Games Fulfillment 359

Forrester eCommerce

DECEMBER 29, 2023

New analyses from Forrester's Customer Experience Benchmark Study reveals subdued customer advocacy continues in 2023 as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.

Improvements 261

Improvements Customer Experience Customer Customer Loyalty 261

Retail TouchPoints

MAY 4, 2023

“Experimentation and innovation with an eye on improving the customer experience is at the heart of everything we do at Wayfair,” said Fiona Tan, CTO of Wayfair in a statement. “Wayfair strongly believes in meeting our customers where they want to shop, whether online or in-person. billion , down 7.3%

Technology 305

Technology Customer Experience Omnichannel Improvements 305

Retail TouchPoints

DECEMBER 5, 2024

The suit, filed in the District’s Superior Court, alleges that in June 2022 Amazon made a secret internal decision to stop using its fleet of branded trucks to make Prime deliveries to DC zip codes 20019 and 20020, which are high-crime areas of the city east of the Anacostia River.

Operations 273

Operations Information Consumer Other 273

Retail TouchPoints

MARCH 21, 2023

“The overriding tenet of our annual planning this year was to be leaner while doing so in a way that enables us to still invest robustly in the key long-term customer experiences that we believe can meaningfully improve customers’ lives and Amazon as a whole,” he wrote.

Payment Services 288

Payment Services Customer Experience Blog Operations 288

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. Another indication of this change is that the number of retailers providing dedicated space for order prep also dipped between 2022 and 2023, from 60% down to 43%.

Fulfillment 289

Fulfillment Shipping Costs Omnichannel Retail 289

Forrester eCommerce

SEPTEMBER 19, 2023

Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022. Only US banks managed a measurable improvement in average trust scores, and even that […]

Financial Services 434

Financial Services Banking Improvements Management 434

Retail TouchPoints

MARCH 3, 2023

Nordstrom will shutter its six full-line department stores and seven Nordstrom Rack stores in Canada, along with its Canadian website , in a move that is expected to save the retailer $35 million in EBIT in fiscal 2023 compared to fiscal 2022. The announcement came as Nordstrom reported its Q4 2022 and FY 2022 results.

Operations 290

Operations Department Stores eCommerce Supplies 290

Retail TouchPoints

OCTOBER 11, 2024

” Doritos Spicy Sweet Chili Ramen-Rito (Image courtesy Frito-Lay) The Doritos After Dark concept isn’t new — it was first introduced in 2022 via limited-time pop-up ghost kitchens in New York and Los Angeles that delivered directly to consumers’ doors.

Food and Beverages 264

Food and Beverages Events Consumer Marketing 264

Retail TouchPoints

SEPTEMBER 20, 2022

It also empowers our associates with cool tech that makes a big difference in the way they are able to work and provide the best possible customer experience.”. stores through the August 2022 acquisition of Volt Systems , a solution provider that offers suppliers enhanced on-demand visibility into merchandising resources.

Beauty and Health 321

Beauty and Health Supplies Customer Experience Technology 321

Retail TouchPoints

FEBRUARY 14, 2025

The retailer had expanded its beauty assortment in February 2022 with the addition of nearly 40 new brands, including clean and Black-owned brands. In October 2023 Target added a new product from Gwyneth Paltrows Goop brand.

Retail 191

Retail Consumer Customer Experience Operations 191

Retail TouchPoints

NOVEMBER 12, 2024

Office Depot had partnered with DoorDash for deliveries in March 2022 , and with Uber in August 2022. The new partnership is likely to be a boon for Grubhub Corporate Accounts clients, many of whom are office administrators responsible for restocking supplies and value same-day delivery.

Supplies 162

Supplies Customer Other Retail 162

Retail TouchPoints

OCTOBER 30, 2024

Grubhub had partnered with Rite Aid for deliveries in November 2022 and added CVS in February 2024. Now with PetSmart, we’re giving our customers the ultimate convenience of getting more of what they want delivered right to their door,” said Craig Whitmer, VP of New Verticals at Grubhub in a statement.

Customer 173

Customer Retail Customer Experience Fulfillment 173

Retail TouchPoints

DECEMBER 23, 2024

The fashion retailer celebrated its one-year Meta-versary in 2022 with the launch of The F21 Metaverse Collection , a real-life collection based on the virtual beanie it sold in its Roblox store, Forever 21 Shop City , which garnered a lot of buzz and even more sales.

X-cart 278

X-cart Payments Fashion Games 278

Retail TouchPoints

MARCH 14, 2025

In May 2022 Wayfair opened its first AllModern store format in Lynnfield, Mass. Wayfair credits the Wilmette store with a nice sales bump, noting that following the stores opening, contributing sales from the state of Illinois grew more than 15% faster than the U.S. overall through the end of 2024.

Fulfillment 165

Fulfillment Improvements Customer Customer Experience 165