Customer Related Topics 
Forrester eCommerce
JULY 10, 2024
Customer success (CS) teams continue to improve as important business functions. Proving this becomes challenging when scaling customer success happens primarily through headcount and by teams segmenting coverage into low-touch and high-touch models.
Forrester eCommerce
MAY 20, 2024
No regulation was designed to ruin the customer experience, yet poor experiences in regulated industries abound. At CX Summit North America, we'll explore how leading organizations are navigating these challenges.
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Forrester eCommerce
FEBRUARY 7, 2024
Enter the Forrester Customer-Obsession Awards. We want to recognize organizations that put their customers at the heart of their strategy, leadership and operations, and demonstrate exceptional results in […] If there’s one question almost every Forrester CX client asks us, its “how to I prove the value of my CX program?”
Forrester eCommerce
APRIL 11, 2024
The bright light of AIQ shines in this office. Image source. Low AIQ Undermines Your AI Ambitions If you’re like most leaders we speak with, you’re still figuring out generative AI and other AI solutions for employees. You’re also underestimating the amount of training and upskilling your employees need to productively use these tools.
Speaker: Jennifer Wright and Nick Barron
Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. The future of retail is closer than you think - 2025 will be here before you know it.
Groove
NOVEMBER 1, 2024
While it may not be the most important factor when it comes to SEO rankings , the appearance of a website is highly important when you want to make the right impression on your customers. With BigCommerce, you have the option to use pre-designed standard themes or build your own custom themes. But which one is the best choice?
Retail TouchPoints
NOVEMBER 5, 2024
Retailers can avoid this problem by tapping into customer authentication psychology. It’s because customers actively reject change. As a retailer, your login process affects customer behavior and loyalty. What might sound like an unlikely scenario happens all the time – a FIDO Alliance study found that U.S.
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To actually work as they’re supposed to, omnichannel experiences require tightly integrated customer and operations experiences. Explore the building blocks of personalization across channels and touchpoints in this masterclass, featuring real-world examples of how to apply a customer-centric lens to drive business outcomes for your brand.
Speaker: Shaunna Bruton, Danielle Wyllie, and Kailey Holmes
Say goodbye to one-size-fits-all retail, and say hello to experiences that keep your customers coming back for more! Customer loyalty isn’t just earned - it’s cultivated through meaningful engagement with the help of data. 📅 September 18, 2024 at 11:00 am PT, 2:00 pm ET, 7:00 pm BST
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Presented in partnership with commercetools, Contentstack, and Google Cloud, this edition is packed with new insights and practical examples to help you navigate changes in digital commerce and construct an adaptable tech stack optimized for efficiency and scalability.
Speaker: Jason Cottrell and Brian Walker
As customers and stakeholders expect agility and innovation, how can you meet these expectations efficiently without stumbling into complexity? Explore a customer-centric approach to navigating digital transformation in retail. Now, retail success depends on integrating a blend of diverse technologies to thrive.
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Delivering a seamless omnichannel experience has become a standard expectation for customers, but doing so requires a special ingredient.
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What about customer privacy and the use of data? Highlights from the playbook include how to: Score your brand’s personalization against others Use AI to boost personalization Unify your customer data Achieve a curated, scalable tech stack Get internal teams to collaborate on cross-channel experiences
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It’s in customer service interactions, product recommendations, marketing outreach, and yes, even commerce experiences. Then, explore use cases of AI in various industries and how it can quickly impact sales, conversions, and customer experience. AI is everywhere. But not every use of AI provides the same value to your brand.
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
More and more, customers are expecting a better personalized CX. Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. But can retailers actually deliver? So what are the potential solutions?
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