Forrester eCommerce

FEBRUARY 10, 2020

GetWhen I describe what customer experience management requires to be able to transform a CX vision into reality, I often hear from my audience: “this is interesting, but we are different“ The nature of that difference is then often stated as: we are operating in B2B, not B2C; or we operate in a heavily regulated […].

B2C 516

B2C B2B Customer Experience Operations 516

Forrester eCommerce

NOVEMBER 18, 2020

2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down. How should European consumer marketing leaders prepare for the coming year?

B2C 385

B2C Marketing Consumer Customer Experience 385

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

Forrester eCommerce

AUGUST 2, 2021

just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer-experience team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development and restaurant solutions. McDonald’s Corp.

Customer Experience 339

Customer Experience Customer Operations Marketing 339

Retail TouchPoints

SEPTEMBER 8, 2023

Two types of technological change are causing the proverbial sleepless nights for business-to-consumer (B2C) marketers: updating data strategies to adapt to data deprecation, and introducing or enhancing their organization’s AI capabilities.

B2C 263

B2C Marketing Technology Customer Data 263

Retail TouchPoints

DECEMBER 7, 2022

That’s what creates an exceptional customer experience. With a single view and the right observability to hand, creating a unique experience isn’t just possible; it’s highly probable. Whether a company operates in B2B or B2C marketplaces, it’s critical to ensure that you’re working at peak performance.

Customer Experience 317

Customer Experience Payment Services Customer eCommerce 317

Forrester eCommerce

OCTOBER 22, 2020

I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA. It’s a chance to […].

Customer Experience 307

Customer Experience Customer Presentation Events 307

Forrester eCommerce

OCTOBER 26, 2021

Forrester sees 2022 as a tale of two B2C CMOs: Some will be sidelined by the likes another chief “something” officer. However, elite CMOs (those with data, martech, customer experience, and product chops) will capitalize on this moment in time to duly expand their remit across the marketing mix.

B2C 360

B2C Customer Experience Marketing Customer 360

Forrester eCommerce

FEBRUARY 27, 2019

One of our 2019 B2C marketing predictions is that enterprise marketing technology will meld with customer experience (CX) investments to deliver the relevancy and consistency that consumers crave from brands. Forrester defines RTIM as: Enterprise marketing technology that delivers contextually […].

Management 350

Management B2C Customer Experience Technology 350

Forrester eCommerce

JANUARY 29, 2019

Customers demand that marketing coordinate with sales, service, and commerce to deliver better experiences. That’s why enterprise marketing technology (martech) is melding with customer experience (CX) to deliver consistency and relevance (see Forrester’s “Predictions 2019: B2C Marketing” report).

B2C 345

B2C Customer Experience Technology Marketing 345

Forrester eCommerce

OCTOBER 19, 2021

Guide your holiday logistics planning around: 1) speed; 2) fulfillment options; and 3) transparency to create seamless and stellar experiences for your customers. Speed, Options, And Transparency Should Guide Holiday-Season Planning Retailers, get ahead of the holiday-season chaos and prepare your order management processes.

Customer Experience 370

Customer Experience Management Customer Fulfillment 370

Forrester eCommerce

DECEMBER 11, 2020

It’s time for B2B marketers to close the gaps in their customers’ digital experiences with the assistance of automated conversations created by chatbots and virtual assistants (VAs). These solutions are already popular in B2C and B2B markets, creating experiences that: Meet modern buyers’ expectations of immediacy.

B2B 511

B2B B2C Marketing Customer 511

Forrester eCommerce

MAY 5, 2020

The COVID-19 crisis means European B2C firms are broadly in one of three response modes right now: Survivors (travel, hospitality, and some nonessential retailers) have been massively disrupted by the current lockdown.

Financial Services 488

Financial Services B2C Consumer Travel 488

Forrester eCommerce

JUNE 27, 2022

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships.

B2C 369

B2C Marketing Customer Customer Experience 369

Forrester eCommerce

JANUARY 26, 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 […] We know that fluctuating market signals have you mired in scenario planning around “economic uncertainty.”

B2C 195

B2C Marketing Customer Experience Customer 195

Forrester eCommerce

JUNE 17, 2020

The ancient Chinese curse “May you live in interesting times” might be neither ancient nor Chinese, but it’s wholly applicable to 2020. Words and phrases like “unprecedented” and “the new normal” are, well, the new normal as infection and social unrest sweep the globe.

B2C 355

B2C Webinar Customer Experience Consumer 355

Retail TouchPoints

APRIL 4, 2022

We expect to see some pandemic-era commerce developments continue with some new twists, and we’re watching some emerging commerce trends that may go strong beyond 2022 — all with the goal of creating richer, more engaging customer experiences and stronger bonds between customers and brands.

B2C 328

B2C B2B Supplies Conversion Optimization 328

Forrester eCommerce

JUNE 13, 2022

We guide B2C digital leaders toward new horizons of success with Forrester Decisions for Digital Business & Strategy. Learn how.

B2C 363

B2C Customer Experience Management Customer 363

Retail TouchPoints

OCTOBER 6, 2022

commercetools Composable Commerce for B2B provides access to the company’s full API portfolio, with the goal of allowing users to create and customize experiences necessary for their specific business model rather than having to tailor them to an out-of-the-box solution.

B2B 275

B2B B2C Customer Experience Management 275

Forrester eCommerce

JULY 13, 2020

This Wednesday, July 15th, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day.

B2C 329

B2C B2B Customer Loyalty Customer Experience 329

Forrester eCommerce

AUGUST 26, 2020

CMOs are fully aware of the importance of customer data. Expect the lines between employee and customer experiences to blur. The employee data tsunami is less obvious, though. CMOs often own external communication, while chief human resources officers (CHROs) own internal communication.

Customer Experience 508

Customer Experience Customer Data Customer B2C 508

Forrester eCommerce

APRIL 15, 2024

Learn the five most common barriers impeding widespread customer adoption of sustainable offerings and how to encourage sustainable behaviors among B2C buyers.

Consumer 259

Consumer B2C Customer Customer Experience 259

Retail TouchPoints

APRIL 17, 2024

Within the world of B2B and B2C commerce, where understanding consumer behavior is key, this change has spurred a quest for innovative solutions. Here, gen AI intervenes, enriching catalogs and enabling a more comprehensive customer experience. The shift isn’t limited to chatbots; it extends to enhancing product catalogs.

Social Media 311

Social Media B2C B2B Customer Data 311

Forrester eCommerce

AUGUST 25, 2021

Retail associate enablement tools enhance the customer experience in the physical store and improve both labor and store operations efficiency.

Retail 458

Retail Customer Experience Operations Improvements 458

Forrester eCommerce

JULY 13, 2020

On Wednesday, July 15, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day and test out the real experiences that their brand delivers to customers.

B2C 293

B2C B2B Customer Customer Experience 293

BigCommerce

NOVEMBER 13, 2017

What we got back were hundreds of submissions from online brands building visionary developments that drive growth opportunities, solve business challenges, and deliver outstanding customer experiences above and beyond traditional online retail. Bob Johnson’s Computer Stuff won the Innovation Award for Customer Experience.

eCommerce 411

eCommerce Jewelry EDI Shipping Costs 411

Groove

APRIL 15, 2024

B2C platforms often do not keep up with these changes or may not meet the unique requirements of B2B transactions. While there are plenty of options for B2C consumers, the unique capabilities a B2B customer requires simply are not available on B2C platforms and apps.

BigCommerce 224

BigCommerce B2B B2C Customer Retention 224

Retail TouchPoints

OCTOBER 8, 2024

It’s unclear why B2B ecommerce is often compared with B2C, given how different the experiences are for buyers and the underlying infrastructures for selling products online. Consumers have been conditioned to expect the easy, self-service experience of online shopping, regardless of product or platform.

B2B 264

B2B eCommerce Platforms eCommerce B2C 264

Groove

JANUARY 19, 2022

Improving customer experience is a focal point for many online businesses. As the demand for frictionless shopping increases and consumer shopping habits constantly change, merchants must optimize their stores to accommodate shoppers at each stage of the eCommerce customer journey. Mapping the eCommerce Customer Journey.

eCommerce 339

eCommerce Merchant Services Customer Payment Services 339

Retail TouchPoints

SEPTEMBER 8, 2023

Rue21 will tap into learnings from his experiences at these organizations, especially his technology strategy expertise, to further enhance the brand’s customer journey and “optimize its platforms to support growth and enhanced interactions with rue21’s diverse community,” according to a company statement. ”

Fashion 264

Fashion B2C B2B Customer Experience 264

Groove

OCTOBER 24, 2024

B2B businesses have to nurture customers through a complex buyer’s journey. Unlike in typical B2C retail, these customers often have multiple decision-makers who need to agree on purchases. This carefully designed software will help enhance the customer experience by improving personalization and driving growth.

eCommerce Software 299

eCommerce Software B2B eCommerce eCommerce Platforms 299

Retail TouchPoints

MAY 27, 2024

Make sure your mobile customer experience is optimized. With 64% of online shoppers completing at least half of their customer service on mobile devices, a mobile-first experience is mandated. Unfortunately, and maybe not so surprisingly, it didn’t perform as well, seeing a low 11% likelihood of garnering an order.

Customer 285

Customer Live Chat Social Media eCommerce 285

Forrester eCommerce

NOVEMBER 1, 2018

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide. CX Europe 2018 is just 10 days from now — Tuesday […].

Other 367

Other Customer Customer Experience Customer Data 367

Retail TouchPoints

DECEMBER 7, 2021

Both individual consumers and business buyers have become sophisticated about their online shopping expectations, and a good customer experience (CX) strategy is now table stakes in B2C and B2B ecommerce. Customer eXperience” is a complex mixture of tangible and intangible features that fit together like gears in a mechanism.

Arts 276

Arts Customer Shipping Costs Customer Experience 276

Forrester eCommerce

OCTOBER 3, 2022

And specifically for marketers, the status quo often makes working smart impossible — functional silos inhibit internal efficiencies and negatively impact the overall customer experience. Some of today’s biggest marketing silos are technology-based — different platforms for different functions. Let’s […].

Customer Experience 370

Customer Experience Technology Marketing Customer 370

Retail TouchPoints

JUNE 9, 2022

According to research conducted by Genpact and MIT, CGR companies with Chief Information Officers (CIOs) who have invested in advanced analytics, customer experience (CX) and cloud processing and storage could see earlier and better results. Spotlighting the Customer Experience (CX).

Consumer Goods 272

Consumer Goods Consumer Retail B2C 272