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. for a networking event to discuss CX trends and best […].

Customer Experience 364

Customer Experience Customer Events B2C 364

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

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

Retail TouchPoints

DECEMBER 7, 2022

Allow time to learn how to maximize features and capabilities — and ensure that you keep up with products and trends. 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.

Customer Experience 317

Customer Experience Payment Services Customer eCommerce 317

Forrester eCommerce

AUGUST 28, 2024

My colleague Jitender Migliani and I have just published a report (Consumer Spending And The Economy Grow Despite Persistent Pessimism) based on the H2 2024 US macroeconomic trends and consumer behavior data that we’ve collected and analyzed.

Consumer 259

Consumer Customer Experience B2C Customer 259

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

Optimizely

APRIL 19, 2018

You already know that voice is a growing trend in technology, but do you know exactly how big it really is? With 75% of households expected to have a voice-enabled device by 2020 , voice is far more than a trend: it’s the fastest growing technology since the iPhone. Is it customer service or support? Is it in the physical store?

B2C 207

B2C Channel Payment Services Customer Experience 207

Optimizely

JANUARY 10, 2019

The best marketers are constantly reading up on trends, attending industry conferences, and keeping a close eye on the competition. But even more importantly, top B2C marketers are honing their skills and working to become well-rounded. These three roles are all very different, but equally important to success in B2C marketing today.

B2C 231

B2C Marketing Social Media Customer Loyalty 231

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

GetElastic

APRIL 23, 2019

Whether your business is B2B or B2C, there are many ways in which chatbots can improve your total customer experience. From answering customer questions, to recommending products, to improving efficiencies in the sales funnel, chatbots are a growing tech trend that will soon become a staple in business operations.

Customer Experience 155

Customer Experience Payment Services Customer B2B 155

Forrester eCommerce

SEPTEMBER 8, 2023

Has The Economy Got You Down? Inflation is rampant, and beleaguered consumers are reeling from high prices.

Consumer 418

Consumer Customer Experience B2C Customer 418

ChannelAdvisor

APRIL 25, 2022

To provide this more B2C-like experience, B2B organizations must ensure products on their sites are easy to find, the purchasing process is seamless, and delivery is fast, flexible and reliable. . Other ongoing challenges include adopting a different mindset around reaching customers and the customer experience once you’ve found them.

Multichannel 97

Multichannel B2C B2B eCommerce 97

ChannelAdvisor

APRIL 25, 2022

To provide this more B2C-like experience, B2B organizations must ensure products on their sites are easy to find, the purchasing process is seamless, and delivery is fast, flexible and reliable. . Other ongoing challenges include adopting a different mindset around reaching customers and the customer experience once you’ve found them.

Multichannel 95

Multichannel B2C B2B eCommerce 95

Forrester eCommerce

OCTOBER 27, 2023

It’s that time of year. The leaves turn color. So do the cups at Starbucks. And retailers lick their lips in anticipation. The media is already agog with all kinds of predictions about the holiday — some surprising, some banal, and some downright wrong. I’ve done the clicking and the reading and wheat-from-the-chaff-separating so you […]

Retail 396

Retail Customer Experience Consumer B2C 396

Pivotree Blog

DECEMBER 2, 2022

Experts in digital commerce solutions share their winning strategies for capitalizing on the service and delivery trends Retail customers expect in 2023. TSXV: PVT) (“Pivotree” or the “Company”), a leading provider of frictionless commerce solutions, invites brand leaders to attend an exclusive live webinar on 2023 Commerce Trends.

B2C 52

B2C Webinar eCommerce B2B 52

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

GetElastic

APRIL 11, 2023

The world of commerce is evolving rapidly, and brands need to keep up with the latest technologies and trends to stay ahead of the game. This strategy offers companies greater adaptability and authority over their customers’ online shopping experiences, which is crucial in today's fast-changing digital environment.

Payment Services 147

Payment Services Payments Social Media Mobile 147

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

Optimizely

JULY 18, 2018

If you’re looking to learn about trends in the industry, new marketing tactics, and the newest ideas to drive results, that’s likely where you turn. How does that help you as a B2C marketer? What B2C brands can learn from B2B marketers. ….and What’s your favorite ecommerce blog right now? BigCommerce? Maybe Zaius? But wait, B2B?

B2C 150

B2C B2B Marketing BigCommerce 150

GetElastic

SEPTEMBER 15, 2021

With the disruption of COVID-19, new trends have emerged, and the eCommerce landscape is transforming. B2B companies are implementing new strategies to adapt to the changing consumer needs and take advantage of a growing online customer base, characterized by new loyalty programs, deep personalization options, and AI-based features.

B2B 146

B2B eCommerce Customer SEO 146

Forrester eCommerce

DECEMBER 6, 2019

It is always interesting to challenge clients on some of their assumptions, discuss what trends will accelerate next year or to be challenged on some of the […]. In the past three weeks, I have shared the key findings of our predictions research to different clients and at some Forrester events in London and in Amsterdam.

Marketing 195

Marketing Events Customer Experience B2C 195

GetElastic

JANUARY 10, 2018

For a few years, personalization has been B2C commerce’s favorite catch phrase: know your customer, personalize the offers and prices, sell at the right time and keep communicating until you build a relationship and not just a sale. But do B2C techniques work for this audience? B2B will look more like B2C.

B2B 141

B2B Multi-channel B2C Customer Experience 141

Forrester eCommerce

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalise experiences.

B2C 218

B2C Customer Customer Experience Customer Data 218

Retail TouchPoints

AUGUST 6, 2024

User data may also be paired with artificial intelligence to enhance the customer experience. Shein uses user data insights to predict what products customers will want in the future, effectively taking fast fashion to the next level. He authored studies including IDC MarketScape evaluations on B2B, B2C and headless commerce.

eCommerce 275

eCommerce Social Media Fashion B2C 275

Digital Doughnut

OCTOBER 3, 2023

Businesses across multiple sectors are waking up to the transformative potential of blockchain, particularly in the realm of customer experience (CX). Blockchain technology, often associated with cryptocurrencies like Bitcoin, is evolving far beyond its financial origins.

Customer Experience 52

Customer Experience Technology Cryptocurrencies Customer 52

Forrester eCommerce

DECEMBER 8, 2019

I have just published a post sharing some of our marketing predictions for 2020. It made me realize Forrester no longer publish dedicated “mobile” predictions. Because, mobile has simply become a key driver and enabler of business transformation. Mobile is embedded everywhere.

Mobile 389

Mobile Marketing Customer Experience B2C 389

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 284

Customer Live Chat Social Media eCommerce 284

Retail TouchPoints

NOVEMBER 16, 2023

People are also adopting new diets: plant-based eating has increased, as well as diet trends such as Keto, Paleo, Mediterranean and Whole30. And with these trends come different opportunities for private-label brands. Other private-label brands include mentions, and some have symbols, signalling these diet trends on their packaging.

Retail 277

Retail B2C B2B Other 277

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

Retail TouchPoints

FEBRUARY 1, 2022

Following the New Year inundation of year-in-review happenings and trend predictions for the year to come, there is a lot to discuss. This coincides well with the increasing trend of retailers that already have relationships with major brands and are now looking for access to smaller niche sellers that aren’t as easily found.

Small Business Retail 292

Small Business Retail Supplies Retail B2C 292

RETAIL MANAGEMENT SOFTWARE

MAY 24, 2022

The transition to digital marketing has accelerated over the past two years, and the customer experience has improved dramatically. Now, consolidating gains can help retailers focus on the customer experience to improve loyalty and potentially capture new markets. Examine Your Marketing Technology Stack. Probably not.

Payment Services 81

Payment Services Small Business Retail Marketing Retail 81

Wiser

OCTOBER 11, 2023

B2C (Business-to-Consumer): This is the most common model where businesses sell products or services directly to consumers. Key Features: Personalized marketing, direct interaction with customers, diverse product offerings. D2C (Direct-to-Consumer): Brands or manufacturers sell directly to consumers, bypassing any middlemen.

Payment Services 148

Payment Services Shipping Costs eCommerce Drop Ship 148

GetElastic

DECEMBER 28, 2021

In this post we will: Explore this trend. And we aren’t the only ones witnessing this trend. In Gartner’s latest “Survey Analysis: Digital Commerce Revenue Skyrockets With B2B Surpassing B2C” report, they share the same phenomenon. According to their analysis: 67% of respondents are doing both B2B & B2C in some capacity.

B2C 148

B2C B2B Technology Channel 148

Retail TouchPoints

AUGUST 24, 2023

All that spending will deliver a treasure trove of data for marketers and ecommerce managers to spot trends, buying patterns and other “in-the-moment” factors. Generative AI captures customer activity that can be combined with a retailer’s own zero-party data to create compelling, personalized shopping experiences and marketing campaigns.

B2C 246

B2C Toys Social Media Accessories 246

Optimizely

MAY 20, 2019

Boston, MA: Zaius , the world’s leading B2C CRM, announced today four new executive hires to further accelerate growth and the company’s clear leadership in the MarTech industry. Zaius grew over 150% in 2018 and as we continue to expand, it’s important to bring added depth and experience to our team.

B2C 150

B2C Marketing Customer Customer Loyalty 150

Optimizely

MARCH 27, 2018

Shoptalk 2018 was huge — the world’s largest conference for B2C, retail, and ecommerce innovation sold out for the third time in a row with more than 8,500 attendees from some of the biggest brands in the world. AI is here, but the experience is not amazing just yet. Customer data creates seamless customer experiences.

B2C 150

B2C Omnichannel Channel Customer Data 150