Customer Related Topics 
Forrester eCommerce
SEPTEMBER 4, 2024
Recently a client asked, “What are some common mistakes that vendors make when running partner or customer advisory boards?” ” They wanted to improve their advisory board experience and were looking for tactical help. Advisory board programs fall short […]
Forrester eCommerce
SEPTEMBER 17, 2024
You’d be forgiven if you assumed tools like ChatGPT will quickly replace the need for customer feedback management solutions. Indeed, large language models excel at summarizing unstructured text like customer feedback collected in survey verbatims and customer service calls. In reality, CX pros need to temper their expectations.
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Groove
AUGUST 9, 2024
Although global product feeds have several benefits, many of our clients were looking for more customization. From promotional landing pages to unique groupings, custom product feeds can help clients reach specific audiences on unique pages across their sites. How Does It Work?
Forrester eCommerce
SEPTEMBER 19, 2024
Forrester has published The Forrester Wave™: Customer Data Platforms for B2C, Q3 2024. Given the heavy buyer and vendor interest in customer data platforms it evokes the obvious question “What took you so long?!” For context, consider the history […]
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
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.
Retail TouchPoints
SEPTEMBER 11, 2024
Analyzing customer data to predict future purchases can be hard. And it doesn’t help that most companies focus far too often on preference data to anticipate what customers will want next. They analyze their custom-made dashboards, seeking insights that will drive purchase behavior. They talk about hyperpersonalization.
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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: Jennifer Wright and Nick Barron
Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing.
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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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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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Frontend performance is a critical factor in customer experience. Modern approaches like streaming from the edge can enable you to deliver faster responses, giving customers an experience that moves at the speed they want.
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