Forrester eCommerce

OCTOBER 25, 2022

Customer experience teams in 2023 will reach an inflection point: They will either show ROI and excel — or fade away. Read our CX predictions for 2023.

Customer Experience 370

Customer Experience Customer 370

Forrester eCommerce

JANUARY 17, 2024

Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries.

Customer Experience 293

Customer Experience Recommendation Consumer Customer 293

Retail TouchPoints

MARCH 6, 2024

At a time when acquiring a new customer is five times more expensive than retaining a current customer, there is another return on this investment that might be even more lucrative in the long run. Returnless refunds are improving the almighty customer experience, and in turn, their potential customer lifetime value.

Customer Experience 289

Customer Experience Shipping Costs eCommerce Improvements 289

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 277

Customer Experience Customer Retail Workshop 277

Retail TouchPoints

NOVEMBER 17, 2022

In industries like apparel or electronics, where specific sizes, brands and types make all the difference, having a tool to reduce the research time required by the customer makes for a more seamless customer experience. Want more insights from the 2022 Omnichannel Retail Index to guide your 2023 strategies and tactics?

Customer Experience 298

Customer Experience Customer Omnichannel eCommerce Platforms 298

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

Forrester eCommerce

MARCH 13, 2024

Forrester’s 2023 State Of VoC And CX Measurement Practices Survey results are in. They reveal some continued trends — and some interesting shifts.

Customer Experience 434

Customer Experience Customer 434

Retail TouchPoints

JANUARY 19, 2022

Brands do this under the guise of helping provide a better customer experience, but it only takes one breach for that to completely wipe out consumer trust — it exposes the extent to which brands collect, track and keep consumer data on file. 3 Tips When Navigating the new Data Privacy Landscape. Current data privacy laws in the U.S.

Customer Experience 336

Customer Experience Customer Retail Consumer 336

Retail TouchPoints

DECEMBER 21, 2023

The editors of Retail TouchPoints are sharing our picks for the seven most consequential stories of 2023. Resale Continued its Rise but Came Under Financial Scrutiny Consumers’ enthusiasm for secondhand goods, as well as other forms of more sustainable consumption like rental and repair services, showed no sign of slowing in 2023.

Sporting Goods 306

Sporting Goods Operations Apparel Consumer 306

Forrester eCommerce

JULY 25, 2024

Die Ergebnisse der Forrester-Umfrage „2023 State of VoC and CX Measurement Practices“ liegen vor. Sie zeigen einige anhaltende Trends - und einige interessante Verschiebungen.

Customer Experience 259

Customer Experience Customer 259

Forrester eCommerce

SEPTEMBER 12, 2023

Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped.

Banking 457

Banking Customer Experience Customer Financial Services 457

Forrester eCommerce

FEBRUARY 27, 2023

Customer experience leaders will face an upward climb in 2023. But some CX leaders will succeed. Our practical advice can help you beat the odds.

Customer Experience 195

Customer Experience Customer Management 195

Retail TouchPoints

NOVEMBER 3, 2022

David’s Bridal will showcase personalized service and inclusivity with a new store format in approximately 30 locations, including 12 all-new shops, in 2023. The revamped stores will feature a new layout designed to support one-on-one customer experiences. West Chester Township, Ohio, Lexington, Ky. and Cool Springs, Tenn.

Customer Experience 273

Customer Experience Customer Accessories Events 273

Retail TouchPoints

DECEMBER 20, 2023

The top five episodes of 2023 reaffirm some of the most trending topics we covered on Retail TouchPoints over the past year, illustrating how rapidly the industry (and the customer experience) have evolved. Why it Matters: In 2023, we saw employee turnover reach record highs. Let’s begin the countdown… 5.

Retail 264

Retail Supplies Merchant Services Social Media 264

Forrester eCommerce

JANUARY 25, 2023

Will companies cutback on DEX in 2023? Customers often ask whether companies will invest less in DEX in 2023 given the economic pressure. A few assumptions drive the question: DEX is not as high of a priority as other areas, like customer experience (CX). Not the smart ones.

Customer Experience 195

Customer Experience Customer Other 195

Forrester eCommerce

AUGUST 16, 2023

Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]

Customer 369

Customer Marketing Customer Experience Omnichannel 369

Retail TouchPoints

SEPTEMBER 11, 2023

Rent the Runway has lowered its revenue expectations for 2023, now saying it plans to at least match 2022 revenues of $296.4 This number is approximately 9% to 10% lower than original projections, which forecast 2023 revenue in the range of $320 million to $330 million.

Customer Experience 277

Customer Experience Customer Marketing Improvements 277

Forrester eCommerce

NOVEMBER 21, 2023

(written with Daniel Portillo, senior research associate at Forrester) First, the good news: US federal customer experience (CX) remains steady amid an unprecedented two-year decline in average CX quality in the US private sector (link for Forrester client access only).

Customer Experience 431

Customer Experience Customer 431

Retail TouchPoints

MARCH 6, 2024

million in 2023, 12% higher than the $669.8 Additionally, the eyewear retailer increased average revenue per customer 9.3% in 2023, to $287 , and boosted its number of active customers 2.5% , to 2.33 In only its second full year as a public company, Warby Parker generated net revenue of $71.7 million generated in 2022.

Omnichannel 278

Omnichannel Customer Management Retail 278

Forrester eCommerce

AUGUST 24, 2022

Learn where to trim your CX budget in 2023 and key areas to increase investment dollars. Forrester contends that CX leaders are overly optimistic about their budget prospects.

Customer Experience 368

Customer Experience Customer 368

Retail TouchPoints

MAY 3, 2023

store total to more than 2,400 by the end of 2023 and will span the entire continental U.S., million new customers the grocer attracted that year. Our growth is led by our customers, and they continue to want more Aldi locations coast-to-coast.” As of April 2023, Aldi already has opened 35 new stores and welcomed 5.3

Omnichannel 271

Omnichannel Customer Experience Improvements Customer 271

Retail TouchPoints

MARCH 8, 2023

billion in the region in 2023. sales growth in 2023, and Bodega Aurrera discount stores will continue to be a focus. Another 12% will be put toward supply chain improvements designed to boost both capacity and the customer experience. Walmex , Walmart ’s Mexico and Central America business, is planning to spend nearly $1.5

Payment Services 280

Payment Services Supplies Electronics Omnichannel 280

Retail TouchPoints

FEBRUARY 15, 2023

Direct-to-Consumer (DTC) brands are constantly stuck between creating indelible customer experiences and turning profits on those relationships. In fact, Shopify forecasts that global ecommerce sales will exceed $6 trillion in 2023. According to eMarketer, established brands account for more than three-quarters of U.S.

Customer Experience 277

Customer Experience Customer Shipping Costs Customer Data 277

Forrester eCommerce

JANUARY 9, 2023

Forrester has identified five key predictions for 2023, and this blogs highlights three of them for India B2B Marketing leaders. How do you brace for this economic upheaval? Delayed or inadequately thought through decisions can have adverse impact on your business.

B2B 195

B2B Marketing Supplies Blog 195

Retail TouchPoints

SEPTEMBER 8, 2023

A survey of B2C marketing decision-makers in the Forrester 2023 B2C Marketing Challenges and Priorities report indicated that these issues top the list of respondents’ challenges within the next 12 months, at 47% each.

B2C 263

B2C Marketing Technology Customer Data 263

Forrester eCommerce

MARCH 1, 2023

I looked at the Budget 2023 that India’s Finance Minister presented on Feb 1st 2023. Budget 2023 does aspire to create an empowered, inclusive, technology-driven, and knowledge-based economy […] I find that he was not far off the mark.

Financial Services 195

Financial Services Presentation Technology Banking 195

Retail TouchPoints

MAY 3, 2023

Let’s dive straight into it and unriddle the mystery of creating modern, highly personalized customer experiences while increasing performance in the cookieless future. Signal-based targeting strategies, enhanced by new technologies, can be used to develop an omnichannel brand and customer experience of the highest level.

POS 276

POS Customer Experience Customer Technology 276

Retail TouchPoints

DECEMBER 6, 2023

But, while they continued to make headlines in 2023, marketplaces themselves were no longer the hot commodity this year , marketplace sellers were. Another thing sellers are increasingly looking for is a good customer experience for themselves, according to Ali.

Merchant Services 278

Merchant Services eCommerce Operations Games 278

Forrester eCommerce

DECEMBER 1, 2023

Forrester's Retail research team highlights data insights from retailers' online Black Friday and Cyber Monday 2023 participation.

Retail 259

Retail Consumer Customer Experience B2C 259

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

Retail TouchPoints

JANUARY 3, 2023

With shrinking margins, economic uncertainty, and growing cyber risks from automated threats, retailers face continued challenges in 2023. This article reveals effective strategies to safeguard brands’ customers, reputation and revenue moving forward. Invisible protection for optimal customer experience.

Payment Services 306

Payment Services Merchant Services Retail Gifts 306

Forrester eCommerce

JULY 6, 2023

Forrester’s CX APAC 2023 was an incredibly successful event, sharing vast industry knowledge and experience across two days of keynotes, track sessions and case studies.

Events 195

Events Customer Experience Customer 195

Forrester eCommerce

JANUARY 26, 2023

CMOs: You’ve made it to 2023. But fret not, Forrester’s got you covered with our just published report “Navigating The 2023 Downturn: B2C Marketing Executives.” Make Brand Experience The Top Priority In All Scenario Plans In our full report, we […]

B2C 195

B2C Marketing Customer Experience Customer 195

Retail TouchPoints

JANUARY 24, 2023

The event also gives us business editors the chance to suss out the major trends that retail decision-makers will be grappling with in 2023. But] siloed data is a huge issue to solve for here; 50% of our customers start their search online and then come into the stores. The NRF Big Show , held in NYC Jan.

Food and Beverages 279

Food and Beverages BigCommerce Home Furnishings PayPal 279