Forrester eCommerce

FEBRUARY 11, 2019

After New York City, San Francisco, Sydney, Singapore, and London, Forrester hosted its first event dedicated to customer experience in Paris, France. It was a great pleasure for me to host about 150 leaders in a unique venue, the Parc des Princes (PSG’s football stadium!!),

Customer Experience 364

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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.

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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 […].

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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

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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.

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B2C Customer Experience Marketing Customer 360

Forrester eCommerce

DECEMBER 11, 2020

With collective commute times down to zero and face-to-face meetings all but impossible, we’ve seen the B2B buyer journey become an almost exclusively digital experience. 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

Retail TouchPoints

DECEMBER 7, 2022

Adding to the challenge, you may need to watch different things in different regions or markets. 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. Focus on comprehensive visibility.

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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.

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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 […].

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Forrester eCommerce

SEPTEMBER 2, 2024

The futures of AI and the green market revolution are intimately linked; whether we want it or not, both will inevitably and radically transform societies and economies and become invisibly embedded into our daily lives.

Marketing 474

Marketing Customer Experience B2C Customer 474

Forrester eCommerce

JANUARY 26, 2023

We know that fluctuating market signals have you mired in scenario planning around “economic uncertainty.” But fret not, Forrester’s got you covered with our just published report “Navigating The 2023 Downturn: B2C Marketing Executives.” CMOs: You’ve made it to 2023.

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Forrester eCommerce

FEBRUARY 10, 2020

Although flowers and chocolates won’t be enough to embrace customer experience, prioritizing CX has never been more important in order to advance your firm’s marketing maturity. This is just one of the many important insights from the 2019 Forrester Analytics Global Marketing Survey- and one you can find […].

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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

Retail TouchPoints

APRIL 4, 2022

But as consumers, businesses and markets settle into something like a new routine, what changes will commerce experience in the year ahead? B2C and B2B Experiences Will Keep Converging and Optimizing. Businesses know that B2B buyers increasingly expect B2C-like product discovery and purchasing options like self-service.

B2C 328

B2C B2B Supplies Conversion Optimization 328

Retail TouchPoints

JUNE 23, 2020

Influencer marketing has seen explosive growth over the last few years as companies increasingly invest in the industry — but recent events have many marketers questioning how they can move forward with their influencer campaigns in a way that balances compassion with the company’s business objectives.

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Forrester eCommerce

MAY 18, 2020

Firms Poised To Survive The Pandemic Aren’t Laying Off CX Pros, They’re Doubling Down To cut costs, companies are laying off employees in customer experience, customer success, and customer support. Second, firms with a strong CX function have the customer understanding needed to weather the pandemic.

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Marketing Customer Experience Improvements Customer 348

Retail TouchPoints

MARCH 15, 2022

AMP for email has continued to improve functionality, providing email marketers with a slew of personalization and interactivity capabilities — adding loads of features to the inbox. AMP for email allows marketers to send surveys and collect data, too. For example, now customers can take a survey directly from an email.

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Marketing Document Payment Services Shopping Carts 289

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

FEBRUARY 19, 2019

Marketers have been using behavioral economics to understand and exploit the irrationality of consumers long before the Golden Age of Advertising.

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Marketing Consumer Customer Customer Experience 389

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. It’s a catalyst reshaping the core of digital marketing. Here, gen AI intervenes, enriching catalogs and enabling a more comprehensive customer experience.

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Social Media B2C B2B Customer Data 311

Forrester eCommerce

SEPTEMBER 24, 2018

The use of artificial intelligence (AI) in specific marketing applications such as programmatic real-time bidding is now commonplace. Although marketing has yet to adopt it more broadly, new use cases are gathering momentum.

Marketing 382

Marketing Improvements Customer Experience B2C 382

Forrester eCommerce

MARCH 21, 2023

Empowered customers expect seamless cross-channel experiences. B2C marketers must understand customers and create value exchanges in their individual moments of need. A cross-channel marketing hub (CCMH) can help marketers overcome data and channel integration complexity to consistently engage […]

Channel 195

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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. Jill Rose , North American senior director of mid-market at PayPal. Why they won.

eCommerce 411

eCommerce Jewelry EDI Shipping Costs 411

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 […].

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Customer Experience Technology Marketing Customer 370

Forrester eCommerce

OCTOBER 15, 2020

Every autumn Forrester looks ahead to predict the major consumer, business and technology trends that will shape the marketing landscape for the following year. 2020 has been a year of unprecedented political, social, economic and healthcare disruption – and 2021 shows no signs of any of these trends slowing down.

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Marketing Customer Technology Consumer 357

Retail TouchPoints

DECEMBER 15, 2023

“With Gatik’s autonomous box trucks, we are able to be quicker with our deliveries and focus more on the customer service side of things, which ultimately leads to happier customers and repeat customers.”

B2C 264

B2C Travel B2B Marketing 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

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.

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Customer Experience Customer Data Customer B2C 508

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. She focuses on consumer research and developing marketing initiatives in the ecommerce vertical.

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Customer Live Chat Social Media eCommerce 285

Forrester eCommerce

JANUARY 27, 2020

CVS Is Taking Its HealthHUB Digital Retail Innovation To Market Across 1,500 Of Its Pharmacies CVS’s HealthHUB, debuting at three store locations in Houston, Texas, transforms over 20 percent of a brick-and-mortar CVS into dedicated health services, offering patients access to new durable medical equipment (DME) and supplies, digital tools, on-demand (..)

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Marketing Supplies Retail Information 321

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

Forrester eCommerce

AUGUST 19, 2024

The last several years have unleashed a wave of marketing change. Changes in media and technology have upended how consumers discover and engage with companies, and new technologies like GenAI have brought unrelenting changes to how marketing gets done.

Marketing 273

Marketing Technology Consumer Customer Experience 273

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

Forrester eCommerce

APRIL 6, 2020

Ninety-eight percent of Goldman Sachs employees are working remotely, and in the first two weeks of March, Cisco customers spent 5.5 Remote Work Is Having A Moment: Ensure Employee Productivity Now COVID-19 is forcing companies across the globe to rapidly transition their workforces from the office into the home.

Marketing 390

Marketing Customer Information Customer Experience 390

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

Forrester eCommerce

JUNE 29, 2020

NIST Commits To Renaming Racially Suggestive Technology Terms From Aunt Jemima and Uncle Ben’s to Lady Antebellum and the Dixie Chicks, we’ve seen a wave of rebranding sparked by ongoing anti-racism protests. Now, it’s moving beyond consumer-facing brands and groups.

Marketing 382

Marketing Technology Consumer Customer Experience 382

Forrester eCommerce

AUGUST 5, 2020

Late last year, in Forrester’s APAC predictions 2020 event, one of the predictions we made is “Leading brands will differentiate with ethical marketing to build long-term value.” Fast forward to the second half of the year, we see COVID-19 is accelerating the trend.

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Marketing Events Consumer Customer Experience 312