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. by 2024.

B2C 328

B2C B2B Supplies Conversion Optimization 328

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

BigCommerce

OCTOBER 20, 2017

To help you navigate these changes, here are some of the latest B2B ecommerce trends we’ll cover in this piece: Focus on New Customer Acquisition. Like B2C, B2B businesses know the importance of offering a multi-channel experience to drive sales. Upgrade Your B2B Ecommerce Software. Let’s dive in. .

B2B 251

B2B eCommerce Payment Services Multi-channel 251

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

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

Retail TouchPoints

JANUARY 13, 2025

By investing in innovative tools and thoughtful strategies, businesses can turn the tide on the staggering return rates projected for 2024, creating a more sustainable and satisfying shopping experience for all. Al Williams is GM and VP, B2C, at BigCommerce.

Retail 298

Retail BigCommerce B2C Channel 298

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

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

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 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

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 Marketing 418

Retail TouchPoints

JANUARY 24, 2024

Here we’ll take a look at these trending technologies and how they will shape B2B businesses’ ability to deliver a frictionless experience with their digitally native buyers. This trend requires businesses, particularly in ecommerce, to seamlessly blend their online and offline sales channels.

B2B 263

B2B eCommerce BigCommerce Omnichannel 263

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

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

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

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

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

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

Retail TouchPoints

DECEMBER 2, 2024

Part of this differentiation will rely on the technology behind the platforms impacting the customer experience, but it will be critical moving forward for many of these brands to further define the role of their brand beyond the platform. Jenn Szekely is President at Coley Porter Bell.

Clothing 182

Clothing Fashion B2C B2B 182

Forrester eCommerce

JANUARY 16, 2025

Enhancing both brand experience and customer experience has a multiplicative revenue impact. Learn about our new framework for measuring and analyzing the two and how it can point you toward avenues for growth.

Customer Experience 195

Customer Experience Customer B2C B2B 195

Forrester eCommerce

FEBRUARY 4, 2025

Forresters research reveals the immense value for both customers and banks of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a banks brand. And our broader customer experience research […]

Banking 221

Banking Customer Experience Mobile Customer 221

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

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

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

Retail TouchPoints

JANUARY 10, 2025

Now we’re doing a B2C and a B2B move that provides a lot of longevity. As Davids looks to put its troubled past firmly in the rearview, Vilk believes that mapping out a path to strategically scale will be the key, and the companys new media network is central to that strategy: Davids had a lot of eggs in one basket, she said.

B2B 287

B2B Small Business Retail Consumer Jewelry 287

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

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

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

Retail TouchPoints

FEBRUARY 18, 2022

B2C fast fashion platform Wish has launched a new shoppable video feature to simplify the path to purchase on its site. The new Wish Clips feature allows merchants to create and upload five- to 30-second video clips that showcase their product in action.

Magazine 286

Magazine Shopping Carts B2C Fashion 286

Optimizely

SEPTEMBER 11, 2018

Do you know exactly what your customers like and don’t like? Have you ever actually asked your customers what they think of your B2C brand? While it’s vital to collect and analyze customer data across channels and devices, it isn’t enough to track email opens, social media likes, and website visits alone.

Customer 250

Customer B2C Social Media Improvements 250

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

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

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.

Marketing 357

Marketing Customer Technology Consumer 357

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

Retail TouchPoints

AUGUST 9, 2021

For today’s B2C brands, nothing happens outside the context of the customer. Traditional corporate balance sheets can capture a snapshot of financial health in a given moment, but they do little to recognize the long-term value of customer-obsessed marketing organizations. The New Balance Sheet.

Customer 299

Customer B2C Multi-channel Omnichannel 299