Forrester eCommerce

OCTOBER 2, 2024

In recognition of CX Day 2024, Bain & Company, in collaboration with Kantar and Qualtrics, released a new set of global standards for customer experience teams.

Customer Experience 195

Customer Experience Customer Management 195

Forrester eCommerce

JUNE 4, 2024

Nearly 60% of CX decision-makers say that improving customer experience (CX) is the top priority for their organization’s executives, but that doesn’t mean they have to – or choose to – go it alone.

Customer Experience 259

Customer Experience Customer Improvements Management 259

Retail TouchPoints

APRIL 22, 2024

In the not-so-distant past, customer experience (CX) was a straight line — a predictable journey from point A (the customer’s question) to point B (the company’s answer). Welcome to the future of retail, where the checkout lines are virtual, the service is personal and the experience is anything but linear.

Customer Experience 330

Customer Experience Arts Customer Telecommunications 330

Retail TouchPoints

JULY 24, 2024

Retailers must embrace fraud prevention strategies that are effective, yet nearly frictionless for real customers, to avoid churn. Building trust is crucial, and customers shouldn’t feel overwhelmed by overly complex security measures.

Customer Experience 275

Customer Experience Merchant Services Payment Services Customer 275

Forrester eCommerce

JULY 4, 2024

A few weeks ago Keith Fletcher, international customer experience manager at E.ON, joined me on stage at Forrester’s CX Summit EMEA to talk about E.ON’s approach to CX. Its customer journeys are key to giving […] Since 2008, E.ON

Customer Experience 273

Customer Experience Management Customer 273

Forrester eCommerce

AUGUST 1, 2024

Getting customer experience back on track will require doubling down on what matters most to customers. Explore a few of our recommendations for 2025.

Customer Experience 243

Customer Experience Customer Recommendation Management 243

Retail TouchPoints

FEBRUARY 16, 2024

With the sector continuing to experience accelerated growth, major retailers are looking for ways to maintain and build trust while dramatically improving customer experience and orchestrating cohesive customer journeys. AI-driven solutions offer businesses a powerful way to personalize customer experiences.

Customer Experience 313

Customer Experience Payment Services Improvements Customer 313

Groove

AUGUST 8, 2024

The topic of these articles varied: from the things wrong with eCommerce shopping; to information gathering through online coupons; to marketers gathering information about eCommerce customer experience. In this rapid, online tell-all world we live in, one unhappy customer can really add fuel to a PR fire.

Customer Experience 195

Customer Experience Shipping Costs Improvements eCommerce 195

Forrester eCommerce

MARCH 1, 2021

If you are a Customer Experience (CX) leader, you need an effective CX measurement programme. Because you need to determine whether your organisation is succeeding in delivering experiences that drive business results (ROI). How can we improve the quality […].

Customer Experience 369

Customer Experience Customer Improvements 369

Retail TouchPoints

DECEMBER 29, 2022

According to Forbes, today’s business benchmark is customer experience. The key to having that edge over the competition is delivering top-notch customer experience, ensuring the quality of well-trained staff and continuously studying customer behavior and trends to ensure that customer needs and expectations are met.

Customer Experience 360

Customer Experience Management Customer Retail 360

Forrester eCommerce

SEPTEMBER 21, 2021

European organisations are under-investing in customer experience as they see CX improvement as a lower priority than their global peers. This is a mistake.

Customer Experience 362

Customer Experience Customer Improvements 362

Forrester eCommerce

MARCH 17, 2023

Marketing Operations must rationalize revenue technology by removing point solutions to both reduce costs and achieve customer experience goals.

Customer Experience 362

Customer Experience Operations Technology Marketing 362

Retail TouchPoints

MARCH 6, 2024

Common missteps that mismanage customer expectations include inaccurate online product descriptions, low-quality images, lack of inventory visibility or accuracy and inadequate sizing details. This approach — where customers are refunded without being required to return an unwanted item — has its place, but it’s not a blanket solution.

Customer Experience 289

Customer Experience Shipping Costs eCommerce Improvements 289

Retail TouchPoints

MAY 23, 2024

Otherwise, it’s a tool that may be fun but is not driving efficiency for the customer.” The fashion brand’s Prince Street store in SoHo, New York City, is outfitted with a digital mirror, powered by Zero10 , to drive customer engagement and inspire them to have some fun with Coach’s Tabby bag.

Customer Experience 332

Customer Experience Customer Social Media Consumer 332

Retail TouchPoints

SEPTEMBER 7, 2023

The pace of technological change — as well as consumers’ increasing demand for always-on-shopping, anytime, anywhere — has left some retailers struggling to innovate digitally to meet customers’ evolving wants and needs. The customer experience is changing — and faster than ever. And they’re rewarded for it too.

Customer Experience 290

Customer Experience Technology Customer Retail 290

Retail TouchPoints

DECEMBER 25, 2023

Lululemon, Sephora, and Costco continue to be successful in part because they understand what their customers want and use their physical spaces to over-deliver on their expectations. Smart retailers use that information to ensure their stores are properly staffed during the busiest times so customers get the help they need quickly.

Customer Experience 282

Customer Experience Customer Retail Point of Sale 282

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 298

Customer Experience Customer Channel Omnichannel 298

Forrester eCommerce

JUNE 4, 2023

In constantly changing and highly complex B2B markets, organizational growth hinges on the ability to uncover value for customers. Forrester Decisions for Revenue Operations is designed to help organizations strengthen alignment across the revenue ecosystem to maximize customer value and company performance.

Operations 369

Operations Customer Experience Customer B2B 369

Retail TouchPoints

JULY 18, 2024

Ideally, these apps also should contribute to a better in-store shopper experience. Additionally, the fact that so many customers are conducting research on their own devices while in-store “creates a barrier,” he added, noting that customers may feel that the store’s CX “is worse than what I get on my phone.”

Customer Experience 277

Customer Experience Customer Retail Workshop 277

Retail TouchPoints

SEPTEMBER 19, 2023

Customer experience (CX) optimization is a necessity for ecommerce retailers and other online businesses that want to convert visitors, drive sales and cultivate customer loyalty. However, these searching customers are not always finding what they’re looking for. The most common missing element: error tolerance.

Customer Experience 287

Customer Experience Customer eCommerce Customer Loyalty 287

Forrester eCommerce

DECEMBER 7, 2022

I’m pleased to share that on November 1, 2022, I joined Forrester’s Customer Experience (CX) team reporting to Rick Parrish. Now, this doesn’t mean that […].

Customer Experience 195

Customer Experience Customer Improvements 195

Forrester eCommerce

SEPTEMBER 8, 2021

As consumers are are less restricted by channels, organisations must follow suit and create a hybrid customer experience.

Customer Experience 284

Customer Experience Customer Channel Consumer 284

Forrester eCommerce

OCTOBER 23, 2020

In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.

Customer Experience 488

Customer Experience Customer 488

Retail TouchPoints

AUGUST 1, 2022

This experience gives brands the ability to give their customers all the benefits of in-person shopping from the comfort of their own homes. These effects allow customers to superimpose a product — whether it’s shoes, eyewear or makeup — on themselves through their front-facing mobile phone camera. What does that mean?

Customer Experience 317

Customer Experience Customer Clothing Gifts 317

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

Forrester eCommerce

NOVEMBER 5, 2018

Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row.

Customer Experience 415

Customer Experience Customer 415

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

Forrester eCommerce

JULY 18, 2019

Eighty percent of marketing decision makers say that improving their customers’ experience is their top priority (it falls second place to “grow revenue” in popularity — 87% of marketing leaders call that their top imperative), yet our research shows that customer experiences (CX) aren’t getting better — even though there seems (..)

Customer Experience 350

Customer Experience Customer Improvements Marketing 350

Forrester eCommerce

FEBRUARY 26, 2021

Customer Experience (CX) excellence will be sorely needed in 2021. Pandemic conditions will continue to fluctuate on a local level, affecting consumer sentiment and requiring fast and accurate responses from brands.

Customer Experience 378

Customer Experience Customer Consumer 378

Retail TouchPoints

DECEMBER 15, 2021

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too many organizations are content with merely managing their experiences and setting better metrics as their only North Star.

Customer Experience 306

Customer Experience Customer Improvements Social Media 306