Retail TouchPoints

JULY 23, 2024

In December 2023, Retail TouchPoints unveiled its latest Industry Trends & Predictions Report , a multi-media experience featuring insights from 15 of the industry’s top analysts, futurists and thought leaders. We saw the industry embracing this trend in several ways. Have retailers truly embraced certain technologies?

Consumer 228

Consumer Games Retail Other 228

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

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

Retail TouchPoints

DECEMBER 25, 2023

Helping customers leave the store with everything they need is a key way to enhance the customer experience. But would they know what products could be eliminated from their shelves with a negligible impact on sales if additional space was needed for a new innovation or trending-product?

Customer Experience 226

Customer Experience Customer Retail Point of Sale 226

Forrester eCommerce

JULY 4, 2023

The customer journey mapping (CJM) platform landscape is an eclectic, innovative market where vendors’ go-to-market strategies and focus vary. CX pros […]

Customer 369

Customer Marketing Customer Experience Management 369

Retail TouchPoints

DECEMBER 13, 2023

Retail TouchPoints asked experts across the store design, experience and technology realms to share the trends they believe will drive brick-and-mortar innovation. Trend 3: Store Design Teams Become ‘Experience Teams’ When a brand decides to open a new store, the design team cannot work within its own silo.

Sporting Goods 274

Sporting Goods Technology Omnichannel Operations 274

Forrester eCommerce

FEBRUARY 21, 2024

In two new reports on healthcare trends, we explore how HCOs can weather the storm and overcome these challenges. Healthcare organizations (HCOs) are navigating turbulent waters as they confront long-standing industry challenges and broad economic currents. The convergence of these factors tests HCOs’ adaptability and resilience.

Customer Experience 380

Customer Experience Customer 380

Retail TouchPoints

MAY 12, 2023

Nearly 25% of construction workers are older than 55 — a growing trend that may see an industry short of over 340,000 workers by 2024. Instant access to highly-skilled personnel with niche experience. Flexibility in your company’s response to market trends and customer demands.

Customer Experience 329

Customer Experience Customer Travel Technology 329

Retail TouchPoints

MARCH 6, 2024

At a time when acquiring a new customer is five times more expensive than retaining a current customer, there is another return on this investment that might be even more lucrative in the long run. Returnless refunds are improving the almighty customer experience, and in turn, their potential customer lifetime value.

Customer Experience 255

Customer Experience Shipping Costs eCommerce Improvements 255

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

MARCH 25, 2024

The same study suggests this trend is only expected to continue: by 2027, the global retail ecommerce market is projected to grow by 39% and surpass the $8 trillion mark. Businesses can find areas to reduce costs without compromising product quality or customer service by tracking all financial aspects, from procurement to delivery.

eCommerce 287

eCommerce Small Business Retail Shipping Costs Retail 287

Retail TouchPoints

NOVEMBER 17, 2023

The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. Retailers can expect that customers will turn to other vendors; once this happens, they’ve lost both the sale and the customer’s trust and loyalty.

Shipping Costs 241

Shipping Costs Customer Experience Supplies Improvements 241

Retail TouchPoints

JULY 18, 2024

For example, apps with both associate-facing and customer-facing user interfaces [UIs] allow associates to support the customer’s own research and also facilitate transactions, including endless aisle capabilities and ship-from-store.

Customer Experience 237

Customer Experience Customer Retail Workshop 237

Forrester eCommerce

JUNE 29, 2021

Even before the pandemic organizations, across industries, have been grappling with how to manage customer experiences across physical and digital touchpoints.

Customer Experience 293

Customer Experience Customer Management Retail 293

Forrester eCommerce

APRIL 30, 2024

Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away. It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem.

Customer Experience 243

Customer Experience Customer Consumer Retail 243

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. While an enormous technical fabric supports today’s digital experiences, all roads must lead to value for the customer. That’s what creates an exceptional customer experience.

Customer Experience 308

Customer Experience Payment Services Customer eCommerce 308

Retail TouchPoints

FEBRUARY 29, 2024

“Many systems can now identify sales trends, understand customer behavior and gauge employee performance. The integration of real-time customer feedback mechanisms and predictive analytics tools are other exciting developments, allowing businesses to proactively adapt to customer needs and trends.

Point of Sale 221

Point of Sale POS Payment Services Merchant Services 221

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 320

B2C B2B Supplies Conversion Optimization 320

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 226

B2B eCommerce BigCommerce Omnichannel 226

Retail TouchPoints

JULY 10, 2024

In the current economic space, the brand’s popularity has grown markedly, a trend that brought with it customer demand for additional on-site services. Nudged by an evolving customer base and undeniable data sets, the company responded with new offerings and a focus on higher quality of service – an unexpected evolution.

Retail 219

Retail Social Media Point of Sale Information 219

Forrester eCommerce

APRIL 29, 2024

Read on to explore Forrester's take on the top digital CX and design trends to watch for in 2024.

Customer Experience 273

Customer Experience Customer 273

Forrester eCommerce

MARCH 15, 2022

Luxury brands continue to grapple with their evolving digital go-to-market strategies in the face of ingrained traditions, placing a premium on the in-store customer experience. But it is not a case of digital versus store.

Customer Experience 195

Customer Experience Customer Consumer Marketing 195

Retail TouchPoints

JUNE 29, 2022

That means they are thinking more holistically about the brand experience. Regina Bailey, Senior Director of Retail Strategy for Menasha, chatted with Andrew Gaffney about the hot trends and topics guiding CPG investments.

Customer Experience 198

Customer Experience Customer Consumer Retail 198

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

Retail TouchPoints

SEPTEMBER 7, 2022

Gen Z’s influence on retail shopping trends is extremely strong. When designing sensory experiences, brands must allow for neurodiversity among their customers. Like Gen Z, the human-centered approach is still the core strategy. How it’s expressed is what differs. Gen Z ’ s Push for Equity is for All.

Customer Experience 265

Customer Experience Customer Social Media Arts 265

Digital Doughnut

JUNE 13, 2022

Customer experience has become a decisive factor in choosing between available products and their alternatives and companies are well aware of that. Therefore, marketers have to find new and unconventional ways to improve their customer experience.

Customer Experience 60

Customer Experience Customer Improvements Marketing 60

Digital Doughnut

JUNE 5, 2024

Understanding Customer Experience (CX) is crucial for business success. This blog explores CX, trending questions, and the Future of CX. Learn how to craft exceptional experiences that keep customers coming back for more.

Customer Experience 75

Customer Experience Customer Blog B2B 75

Digital Doughnut

MARCH 30, 2023

In today's hyper-competitive business landscape, providing a great customer experience is no longer optional. Customers expect personalized and convenient experiences, and businesses that fail to meet these expectations risk losing customers to their more customer-focused competitors.

Customer Experience 59

Customer Experience Customer eCommerce 59

Forrester eCommerce

OCTOBER 18, 2021

Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.

Customer Experience 195

Customer Experience Customer 195

Retail TouchPoints

MAY 3, 2023

Let’s dive straight into it and unriddle the mystery of creating modern, highly personalized customer experiences while increasing performance in the cookieless future. Identifying customer trends and behavior required analyzing data in volume and speed that were beyond the capabilities of their in-house teams.

POS 232

POS Customer Experience Customer Technology 232

Retail TouchPoints

FEBRUARY 9, 2022

This innovation only looks set to continue throughout 2022, so to make sure your brand stays at the forefront of these digital developments, here are four of the most innovative trends in ecommerce design to explore this year. But that doesn’t necessarily mean they’re seeking the same experiences as before.

eCommerce Design 298

eCommerce Design eCommerce Travel Mobile 298

Forrester eCommerce

JUNE 16, 2023

In our latest report, The US Health Insurers Customer Experience Index Rankings, 2023, we reviewed and dissected the latest Customer Experience Index (CX Index™) data for the industry — and became keenly aware of […]

Customer Experience 195

Customer Experience Customer 195

lateshipment

AUGUST 31, 2023

JustUno ] It’s important that e-commerce businesses brace themselves to handle the holiday rush and keep up with the evolving consumer trends. People address different pain points to attract customers and customers are overwhelmed with choices. This year, the e-commerce world is ruled by six major trends.

Consumer 130

Consumer eCommerce Social Media Payment Services 130

Retail TouchPoints

JUNE 1, 2022

There are 10 Trends unfolding before us right now, very much worth watching. The Top 10 trends driving retail growth today are not predictions; they’re real and happening right now. The fact is, when it comes to what’s ahead for retail, no one really knows. Shoppers are returning to stores, again. This is growing, every day.

Retail 292

Retail Games Magazine Demo 292

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

iVend

MARCH 17, 2023

Ask any retailer and they’ll tell you that an enhanced customer experience is at the top of their ‘must do’ list. Improving customer experience is the key to winning new customers, keeping existing ones happy and bumping up revenue and profit. iVend helps retailers analyse data for an enhanced customer experience.

Customer Experience 98

Customer Experience Improvements Customer Retail 98