Retail TouchPoints

JANUARY 10, 2025

For example, 3D location management, SKU assignment and process flow optimization enables our store associates to locate inventory faster for our customers, resulting in improved customer service experiences. gStores capabilities help PetSmart fulfill our vision of providing a world-class omnichannel experience.

Fulfillment 282

Fulfillment Improvements Management Omnichannel 282

Retail TouchPoints

OCTOBER 3, 2024

The new fee structure, which aims to provide both shoppers and sellers with clear, upfront price transparency, also will cover Posh Protect , Posh Authenticate (when applicable), 24/7 customer support and continuous improvements to the platform.

Improvements 257

Improvements Fashion Events Consumer 257

Retail TouchPoints

NOVEMBER 7, 2024

The WMS has helped Hy-Vee optimize slotting and overall warehouse efficiency, which has helped to improve productivity across the retailer’s three primary warehouses over the past year.

Supplies 290

Supplies Operations Improvements Management 290

Retail TouchPoints

SEPTEMBER 19, 2024

It also allows us to continue investing in improving your shopping experience with new shopping tools like style chat, image search and others coming soon.” Looking ahead, we are intent on enhancing our product experience through gen AI, improving our unit economics and driving process improvements throughout our operations.

Shipping Costs 266

Shipping Costs Improvements Operations Books 266

Forrester eCommerce

SEPTEMBER 26, 2023

How customers perceive a brand influences how much they are willing to spend with the brand; whether they will recommend it to others, and; how likely they are to forgive the brand’s missteps. Our annual CX Index benchmarking study conducted in Malaysia since 2021 answers the question, “Which banks in Malaysia provide the best customer […]

Banking 396

Banking Improvements Recommendation Customer 396

Retail TouchPoints

DECEMBER 18, 2024

The Fresh Market will deploy solutions from VusionGroup across all 166 grocery stores in its fleet next year, adding electronic shelf labels (ESLs), improved inventory management technology and analytics designed to better support in-store merchandising decisions, timing of out-of-stocks and prioritizing waste reduction.

Electronics 261

Electronics Improvements Management Marketing 261

Retail TouchPoints

NOVEMBER 22, 2024

Chewy and nonprofit robotics hub MassRobotics have created the CHAMP (Chewy Autonomous Mobile Picking) Challeng e, offering $30,000 and the potential to work with Chewy going forward to the winning robotics manufacturer.

Improvements 283

Improvements Fulfillment Operations Mobile 283

Retail TouchPoints

JULY 29, 2024

The capability connects with Schnuck’s electronic shelf label (ESL) system from Aperion to light up the labels of items in an online order, enabling Instacart pickers to find products more easily and improve order accuracy.

Electronics 272

Electronics Improvements Shopping Carts Omnichannel 272

Forrester eCommerce

JANUARY 9, 2025

Each year, we calculate how much business growth improving Forresters Customer Experience Index (CX Index) by one point drives. The report includes the dollar upside of improving CX Index by one point for 12 industries: airlines, luxury auto manufacturers, […]

Improvements 195

Improvements Customer Experience Customer 195

Forrester eCommerce

JUNE 6, 2024

Like the changes wrought by open data and third-party apps in the 2010s, AI will revolutionize the internal workings of the public sector and how it engages with its constituents in the next 5 to 10 years.

Improvements 300

Improvements 300

Forrester eCommerce

AUGUST 6, 2024

CrowdStrike’s initial Post Incident Review outlines a number of reasonable steps they plan to take to regain that trust including: Improved testing protocols Staged deployments External QA of both its code and its end-to-end processes. It will, however, […]

Improvements 509

Improvements Customer Management 509

Forrester eCommerce

FEBRUARY 22, 2024

Much is written about that, including Forrester’s research on using technology to develop more compelling creative and how to improve TV advertising’s planning, buying, and measurement processes. However, I’m rarely asked about the people that improve media’s results. The human […]

Marketing 434

Marketing Technology Improvements B2C 434

Forrester eCommerce

JULY 10, 2024

Customer success (CS) teams continue to improve as important business functions. As B2B firms dedicate more resources to CS, leadership wants reassurance that this investment delivers solid returns.

Customer 428

Customer B2B Improvements Customer Experience 428

Forrester eCommerce

MARCH 27, 2024

Employees improving their AIQ through intentional training efforts. Employee readiness – or lack thereof – will make or break your generative AI strategy. Most leaders focus more on deploying genAI tools than on upskilling employees to be successful using them. That’s a potentially costly mistake.

Improvements 409

Improvements Information Technology Customer 409

Forrester eCommerce

OCTOBER 22, 2024

AI-driven initiatives will be the driving force behind tech improvements for companies in the region. Get ready for some major changes in the APAC business landscape in 2025!

Improvements 393

Improvements 393

Forrester eCommerce

OCTOBER 16, 2023

According to Forrester’s Marketing Survey, 2023, financial services marketers in Asia Pacific (APAC) find improving marketing’s ROI or effectiveness more difficult than their peers in other regions and industries.

Financial Services 447

Financial Services B2C Marketing Technology 447

Forrester eCommerce

NOVEMBER 22, 2023

Marketing has become a strategic function in driving revenue growth for B2B companies, but to continue improving, marketing leaders must challenge long-held beliefs and retool their mindsets to embrace the evolving customer lifecycle and complex buying journeys.

B2B 446

B2B Marketing Improvements Customer 446

Forrester eCommerce

SEPTEMBER 14, 2023

In our newly published 2023 US Online Retail Competition Tracker we examine offline and online sales growth at 65 leading US retailers and take a close look at tactics to improve profitability. Retail sales growth in the US has been gradually decelerating and retailers are feeling the squeeze.

Retail 445

Retail Online Retail Improvements Customer 445

Forrester eCommerce

OCTOBER 26, 2023

If a bipartisan group of Congresspeople succeeds, the White House’s Office of Management and Budget (OMB) will increase both the oversight and visibility of US government efforts to improve customer experience (CX).

Customer Experience 434

Customer Experience Improvements Management Customer 434

Forrester eCommerce

SEPTEMBER 19, 2023

I spend my days talking to clients about how to collect and use customer feedback to improve CX and drive business results. At night, I’m working toward my informal PhD in biology — courtesy of my two young sons who love to share their encyclopedic knowledge about bugs, insects, snakes, and all things creepy crawly. […]

Improvements 434

Improvements Information Customer Customer Experience 434

Forrester eCommerce

FEBRUARY 13, 2024

Learn how the optimal balance of IT capabilities will let you run high-performance IT — the pursuit of continuously improving business results through technology. Style matters when running IT: too slow, and your business misses out on market opportunities; too fast, and you’re transforming operations that the business can’t fully utilize.

Operations 429

Operations Technology Improvements Marketing 429

Forrester eCommerce

SEPTEMBER 19, 2023

Only US banks managed a measurable improvement in average trust scores, and even that […] Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022.

Financial Services 433

Financial Services Banking Improvements Management 433

Groove

OCTOBER 10, 2024

Learning to improve deliverability could help you reach your audience and drive more conversions. Why SMS Deliverability Matters in eCommerce Marketing When you improve your SMS delivery rate, you gain more opportunities to engage directly with your target audience. What Is SMS Delivery?

Marketing 321

Marketing eCommerce Improvements eCommerce Marketing 321

Forrester eCommerce

OCTOBER 22, 2024

After a period of strong technology investment, the emphasis in 2025 will shift to making existing technologies work harder through improved adoption, integration, and optimization. Learn more in our 2025 predictions for technology leaders.

Technology 369

Technology Improvements Customer 369

Forrester eCommerce

OCTOBER 2, 2023

This report outlines how retailers must use a 6E strategy — engage, emulate, expand, empower, execute, and enable — to build purpose-designed physical locations that are structured to deliver meaningful improvements to customer experience (CX), achieve operational excellence, and drive specific […]

Retail 418

Retail Customer Experience Operations Improvements 418

Forrester eCommerce

OCTOBER 26, 2023

What are generative AI’s key potentials to improve marketing efficiency? Generative AI is among the hottest topics that B2C marketers in APAC wanted to hear from us in 2023. The top asked questions include: What are the most applicable use cases of generative AI in marketing today? How leading brands are using generative AI for […]

B2C 415

B2C Marketing Improvements 415

Forrester eCommerce

FEBRUARY 11, 2025

Investing in process improvement isnt a nice-to-have its essential. It boosts innovation, creates competitive differentiation, improves efficiency, cuts waste, and makes an organization agile. Yet, many organizations overlook their importance.

Improvements 286

Improvements Marketing B2B Operations 286

Groove

JANUARY 13, 2025

This improves conversion rates and minimizes cart abandonment. This improves initial conversion rates. Mobile-Friendly Payment Options : You can improve checkout experiences by using simplified payment gateways that are compatible with mobile platforms. 24/7 Chatbots : AI-driven chatbots ensure round-the-clock availability.

eCommerce Platforms 362

eCommerce Platforms B2B Payment Services eCommerce 362

Forrester eCommerce

FEBRUARY 12, 2024

These technologies offer the promise of enhanced efficiency, improved decision-making, and better customer experiences. AIOps and observability have become crucial for businesses seeking to optimize their IT operations.

Operations 400

Operations Customer Experience Technology Improvements 400

Retail TouchPoints

JANUARY 13, 2025

The ability to generate creative faster and at scale enabled the brand to improve its marketing reach and impact across different channels, from social media and beyond. The home improvement and DIY retailer created digital twins of 1,700 stores and is updating them several times a day with new operational and inventory data.

Supplies 284

Supplies Improvements Social Media Operations 284