Forrester eCommerce

JUNE 26, 2020

^^ CLICK IMAGE FOR FULL SCREEN ^^ The channel technology stack is a group of technologies that firms leverage to plan with, find, recruit, onboard, develop, enable, incentivize, co-sell with, co-market with, manage, measure, and report on partners.

Channel 545

Channel Technology Management Marketing 545

Retail TouchPoints

OCTOBER 18, 2021

Customer experience and employee experience live in two different acronyms, CX and EX. A recent Forrester survey report found that companies that provide connected experiences between CX and EX report dramatic benefits around innovation, cost reduction, revenue growth, customer experience and digital transformation.

Customer Experience 274

Customer Experience Customer Channel Omnichannel 274

Retail TouchPoints

MARCH 6, 2024

In an effort to reduce sizing-related return rates, some fashion brands are working with Fit:Match.ai, a ‘digital twin’ matching platform that uses AR body-scanning technology designed to help shoppers select their size more accurately. This is just one example of how companies are utilizing technology innovations to prevent returns up front.

Customer Experience 255

Customer Experience Shipping Costs eCommerce Improvements 255

Retail TouchPoints

JULY 18, 2024

In an industry still struggling with a tight labor market, choosing which technology to arm store associates with becomes a critical decision. For example, if your stores don’t have reliable network connections, it’s a good idea to seek out technology that operates in offline mode with no loss of efficiency.

Customer Experience 237

Customer Experience Customer Retail Workshop 237

365 Retail

AUGUST 4, 2024

As shopper expectations continue to evolve, there is a growing focus on elevating the customer experience to drive sales and build long-term loyalty. The latest American Express research revealed that almost one third (32%) of UK retailers identify customer attraction and retention as a key challenge over the next 12 months.

Customer Experience 62

Customer Experience Merchant Services Payment Services Technology 62

Forrester eCommerce

JANUARY 6, 2020

Preparing for this years list of future channel trends has been an immersive experience to say the least. In 2019, I was able to talk to 497 companies one-on-one about their channel strategy and programs, including 130 of those face-to-face.

Channel 524

Channel Technology Customer Experience B2B 524

Retail TouchPoints

FEBRUARY 1, 2021

The landscape of commerce and delivering customer experience changed dramatically over the past year, as millions of shoppers found health, safety, social distance and remote work taking center stage in their daily lives. So what are the customer experience and commerce trends that will continue, or become more fully realized, in 2021?

Customer Experience 286

Customer Experience Customer Omnichannel Social Media 286

ChannelAdvisor

APRIL 15, 2022

But expanding across channels and geographies is challenging when each one has its own requirements, audience, and tone. Abhi Tiwari, Director of Product Management and Technology at Amazon Multi-Channel Fulfillment . Can you add more channels and still provide stellar experiences — without subtracting from the bottom line?

Customer Experience 98

Customer Experience Channel Multichannel Multi-channel 98

ChannelAdvisor

APRIL 15, 2022

But expanding across channels and geographies is challenging when each one has its own requirements, audience, and tone. Abhi Tiwari, Director of Product Management and Technology at Amazon Multi-Channel Fulfillment . Can you add more channels and still provide stellar experiences — without subtracting from the bottom line?

Customer Experience 96

Customer Experience Channel Multichannel Multi-channel 96

lateshipment

APRIL 28, 2024

Stands for the increasing and ever-changing customer expectations with your business and the answer of meeting or rather exceeding these expectations stands for what one would call ‘ a great customer experience ’. The Need To Focus On CX In Today's Business Landscape Customer demands are never the same.

Customer Experience 130

Customer Experience eCommerce Customer Merchant Services 130

Kissmetrics

OCTOBER 5, 2020

For better or worse, technology affects communication because it is a part of our everyday lives. You might see the average elementary-aged child with their head buried in a smartphone and tempted to take a gloomy outlook on what technology has done to us. How Has Technology Affected Communication? But is it all bad?

Technology 363

Technology Social Media Information Live Chat 363

Retail TouchPoints

JUNE 7, 2023

Sensory Enabling Technologies (SETs) enable consumers to feel textures, smell and even perceive the taste of a product. Key takeaways: SETs enable brands to craft exemplary customer experiences online by appealing to consumers’ multisensory perception. This is no longer science fiction. augmented reality) to fully virtual (e.g.

Technology 265

Technology Retail Customer Experience Presentation 265

Retail TouchPoints

SEPTEMBER 7, 2022

Now because of technology, social media and the blurring of the physical and digital worlds, they have both. With the rise of technology, social media and digital channels, brands and designers today must be cultivators of change in transforming all dimensions of the human experience within the built and digital environment.

Customer Experience 265

Customer Experience Customer Social Media Arts 265

Forrester eCommerce

OCTOBER 21, 2019

Channel professionals want to talk about expanding their partner programs and building broad ecosystems, but the truth is that many of their basic program and channel management processes are still painfully manual and error-prone.

Channel 321

Channel Management Technology Customer Experience 321

Retail TouchPoints

MARCH 5, 2021

But as retail brands race to deploy truly personalized marketing, the biggest challenge they face is personalizing conversations not just in one channel, but across all the channels customers use. Omnichannel messaging was originally premised on the question, “Where is my customer?” . SMS, RCS, social media, etc.).

Customer Experience 283

Customer Experience Customer Omnichannel Retail 283

Retail TouchPoints

NOVEMBER 9, 2021

COVID-19 accelerated the adoption of digital technologies by several years — indeed, it has been reported that 10 years’ worth of ecommerce progress was made in the span of three months during 2020 alone. Meanwhile, customers expect a buying experience that is tailored to them, from pre-purchase to ordering and beyond.

Customer Experience 270

Customer Experience Small Business Retail Customer Recommendation 270

Retail TouchPoints

DECEMBER 16, 2022

Retailers can rely on innovation to fill the gaps left by a lack of staff by deploying the right retail technologies. It’s the ideal way for retailers to differentiate themselves from the competition, build customer loyalty to generate long-term sales, and ensure customers feel their time in-store was well spent.

Technology 262

Technology Payment Services Retail POS 262

Retail TouchPoints

FEBRUARY 21, 2023

The retailer will utilize RFID technology to enable improve the efficiency of how products are received and introduce real-time replenishment capabilities. As a company, we take nothing for granted, especially not customer loyalty,” said Casper Terp Harboe, RFID Project Manager at Bestseller in a statement. “To

Technology 241

Technology Customer Loyalty Fashion Improvements 241

365 Retail

OCTOBER 2, 2024

However, with the increased accessibility of artificial intelligence (AI), businesses can take proactive steps to significantly improve customer experiences across various touchpoints. Intelligently automating segments of the customer journey not only reduces costs but also enhances both employee and customer satisfaction.

Customer Experience 52

Customer Experience Customer Retail Technology 52

Algopix

OCTOBER 15, 2023

Cross-channel tracking, also known as cross-device tracking, involves monitoring customer interactions and behaviors across multiple online channels and devices. These channels can include websites, mobile apps, social media platforms, email, and more. This is where cross-channel tracking becomes invaluable.

Channel 128

Channel eCommerce Social Media Customer Loyalty 128

Retail TouchPoints

FEBRUARY 17, 2022

Chico’s will leverage fabric’s technology, including omnichannel order management and inventory systems, to power its commerce offerings across the entire company. Additionally, fabric’s inventory management capabilities will help the retailer improve accuracy and transparency across all three of its banners to boost the customer experience.

Technology 260

Technology Omnichannel Improvements Shipping 260

lateshipment

AUGUST 1, 2022

The benefits of automation are clear for the business as a whole, and automation can also transform the customer experience even when the customer isn’t directly involved. Shopping and checkout experiences can be managed directly by the customer, but that’s only half of the overall order experience.

Customer Experience 147

Customer Experience Payment Services Customer Shipping Costs 147

Groove

OCTOBER 17, 2024

Instead, digital experiences should offer personalized interactions that help shoppers feel valued by the business. Seamless technology integration: To provide the ultimate personalization and a seamless experience for users, businesses need to integrate their technology.

B2B 339

B2B eCommerce eCommerce Platforms Technology 339

Retail TouchPoints

SEPTEMBER 10, 2021

“The word that comes to mind when we talk internally about customer experience and the customer journey is fluidity,” said Lande-Shannon. “In The danger sometimes with businesses today is that it’s easy to become compartmentalized in all of the different channels that they are doing business in.”. “We

Customer Experience 235

Customer Experience Customer Omnichannel Technology 235

Retail TouchPoints

DECEMBER 6, 2021

Astound and Elie Saab designed the new website as “an authentic manifesto for the brand” while also ensuring transactional capabilities that will allow customers to easily shop its full range of offerings, from ready-to-wear and accessories to home living experiences. CEO of Elie Saab in a statement.

Customer Experience 269

Customer Experience Customer Shopify Accessories 269

RTP blog

SEPTEMBER 25, 2017

As time goes on, and as consumers continue to weave seamlessly in and out of channels, their expectation for a smooth, frictionless shopping experience will continue to rise, making it vital that retailers meet their needs every step of the way. With technology that creates a seamless shopping experience and insights from your data.

Technology 300

Technology eCommerce Platforms eCommerce Recommendation 300

iVend

JUNE 15, 2022

For a retailer that has enjoyed an enviably strong reputation with the shopping public, this retail customer experience was a big blow to its reputation. This lack of distinction between channels means that shoppers expect the same pricing, no matter how they transact.

Customer Experience 98

Customer Experience Customer Retail Channel 98

Forrester eCommerce

JUNE 3, 2021

Following up the previously published Now Tech report, I’m excited to announce that The Forrester Wave™: Cross-Channel Campaign Management In Asia Pacific, Q2 2021 is now live.

Channel 243

Channel Management Customer Data Technology 243

Retail TouchPoints

OCTOBER 12, 2023

As a matter of fact, as accessibility becomes a more prevalent concern in the retail sector, the interplay between new technology and AI represents some good news. Features that improve accessibility have the power to help legitimize AI-powered tools and services and lead to more trust around the new technology.

Technology 258

Technology Other Consumer Fashion 258

Retail TouchPoints

SEPTEMBER 4, 2024

In today’s world, a stellar customer experience (CX) isn’t just a nice perk with which to provide customers — it’s table stakes. Consumer expectations are at an all-time high, and retailers need to ‘wow’ customers at every single touch point or risk losing them. EX (employee experience) matters almost as much as CX!

Omnichannel 271

Omnichannel Retail Point of Sale Technology 271

Retail TouchPoints

AUGUST 19, 2022

Faced with an endless number of brands, product options and channels to shop through, consumers are looking for the perfect combination of “value” and “values.” Retail TouchPoints (RTP): How have shifts in consumer behaviors and expectations impacted the way retailers invest in technology? But has it changed their priorities at all?

Technology 250

Technology Shipping Costs Omnichannel Mobile 250

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. Listen to where your customers are. In their home?

B2C 207

B2C Channel Payment Services Customer Experience 207

Retail TouchPoints

NOVEMBER 3, 2023

Digital is not a channel, platform or technology — it’s a business driver,” said Preis. Digital Through and Through Now, even though brick-and-mortar retail has regained some of its luster post-pandemic, Anthropologie is still very much a digital-first organization.

Channel 259

Channel Apparel Customer Marketing 259

RTP blog

MARCH 2, 2018

By Paul Millette, Carousel Industries For arguably anyone in retail, the conversation of “delivering the ultimate customer experience” is as prolific as discussions about inventory management, supply chain operations and P&L statements. 1 driver in bolstering the customer experience.

Customer Experience 150

Customer Experience Customer Supplies Point of Sale 150

365 Retail

NOVEMBER 24, 2022

With this time of year always busy for customer experience (CX) teams, how will companies cope with individuals that are feeling more stretched, more anxious, and perhaps increasingly demanding in search of a bargain? This means putting their needs first and crafting experiences that show they care about and understand their issues.

Technology 104

Technology Channel Customer Experience Social Media 104

iVend

NOVEMBER 17, 2021

Recent times have seen the growth of the phenomenon known as hybrid retailing – the online/offline integration of shopping channels to the point where they are completely intertwined and inseparable. iVend Retail for Hardware Don’t risk anything less than an outstanding customer experience.

Customer Experience 97

Customer Experience Customer Multi-channel Fulfillment 97

GetElastic

SEPTEMBER 16, 2021

Why a Hybrid Customer Experience is Essential for Today’s Consumer. As it turns out, based on a 2019 study , many customers actually prefer a hybrid experience over one that is entirely online or in-person. What exactly is a hybrid customer experience? Hybrid Customer Experience Example 1: Carvana.

Customer Experience 139

Customer Experience Customer eCommerce Vend 139