Forrester's Customer Insights

APRIL 10, 2023

You can find The State Of Cloud In Retail, 2023 on the Forrester website now. Unlike more highly regulated industries like healthcare and financial services, retail has leaned on cloud heavily since the early days to power blazing-fast websites […]

Retail 26

Retail 2023 Healthcare Financial 26

Bold360

APRIL 20, 2021

In times of rapid change, such as all of 2020 as companies adjusted (and readjusted) to the impact of COVID-19, having this data-enabled agility helped businesses future-proof their customer engagement. CX optimization can begin simply through monitoring what users are looking for when they’re engaging with your chatbot.

Customer Engagement 52

Customer Engagement Engagement Competitive Advantage Banking 52

InMoment XI

FEBRUARY 5, 2024

Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. Businesses with more positive reviews are likely to appear higher in local search results, increasing their visibility to potential customers.

Competitive Advantage 260

Competitive Advantage 2024 Consumers Feedback 260

Forrester's Customer Insights

MARCH 9, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series.

Retail 44

Retail 2020 Consumers Customers 44

CSM Magazine

AUGUST 10, 2017

We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. The group has a 7,500-strong customer insight community called ’The Inside Panel’, which helps generate a better understanding of consumers, creating more appealing advertising and content.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

Forrester's Customer Insights

MARCH 6, 2020

The spread of the coronavirus (COVID-19) is impacting everything from global stock market vacillations and travel to retail traffic and buying patterns. To help retailers manage, we’ve rounded up some of the best advice we are hearing about the retail customer experience and managing business operations.

Retail 44

Retail Brands Travel Management 44

CloudCherry

FEBRUARY 26, 2019

More firms choose to adopt analytics to increase customer acquisition: ‘Increasing customer acquisition and targeting’ is the top driver that encourages organizations to adopt measurement and analytics, with 57% of respondents opting for it. Customer Analytics and its diverse applications.

2018 256

2018 2014 Measurement Retail 256

Forrester's Customer Insights

MAY 12, 2021

Retailers and brands have offered chat for years, but recently it has gained traction thanks to new technology advancements and consumers’ overall comfort using chat.

Retail 29

Retail Consumers Brands Technology 29

Retently

OCTOBER 23, 2024

Taking the importance of collecting customer feedback out of the way, where do we start? Survey Questions to Ask When we refer to product experience, an ecommerce & retail business should focus on: Product Experience (product quality, design, and performance): Did you need any help or additional information to start using the product?

Retail 78

Retail NPS Touchpoint Feedback 78

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Insights 141

Insights Brands Banking ROI 141

Forrester's Customer Insights

SEPTEMBER 26, 2019

But financial services companies’ current personalization efforts are nowhere near the level necessary to engage increasingly demanding customers. And most are thinking like retailers when it comes to personalization — […].

Financial 47

Financial Retail Engagement Technology 47

Retently

AUGUST 12, 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. But how do you measure that happiness? holidays, Black Friday).

NPS 78

NPS Retail 2024 Net Promoter Score 78

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 252

Customer Service Contact Center 2022 Magazine 252

BirdEye

AUGUST 21, 2024

Decision paralysis is increasingly prevalent among retail customers, overwhelmed by the vast array of options available in the market. However, the right retail marketing platform can be a game-changer, enhancing brand visibility, customer experience, and revenue.

Retail 59

Retail Sales Multi-Channel Marketing 59

Experience Investigators by 360Connext

JANUARY 8, 2015

If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. Retailers, financial services organizations and healthcare practices have all enlisted mystery shoppers to help improve their customers’ experiences.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

CSM Magazine

APRIL 14, 2021

Lack of customer insights is the biggest challenge to a successful customer experience strategy for 54% of marketers surveyed. Over half of companies say they are unable to identify customers on their own website. Data-driven customer experience strategies are crucial for success.

Multi-Channel 52

Multi-Channel Customer Insights Entertainment Insights 52

COPC

APRIL 1, 2024

By improving self-service channels, AI facilitates a more efficient and user-friendly customer service experience. The Expanding Reach of AI in Customer Engagement As AI tools become more practical for commercial applications, we’re seeing a surge in their adoption.

Customer Experience 91

Customer Experience Contact Center Banking Technology 91

PK

FEBRUARY 21, 2020

Uncovering actionable customer insights in retail. Using analytics, companies can put insights from big data to work and better understand customers. A 2017 survey found that retailers are leaving nearly $150 billion on the table by not using customer data to their advantage.

Information 52

Information Transportation Retail 2017 52

Connective DX

FEBRUARY 21, 2020

Uncovering actionable customer insights in retail. Using analytics, companies can put insights from big data to work and better understand customers. A 2017 survey found that retailers are leaving nearly $150 billion on the table by not using customer data to their advantage.

Information 52

Information Transportation Retail 2017 52

InMoment XI

OCTOBER 23, 2024

Improving the customer experience in banking relies on a complete understanding of customer behaviors and expectations. Discover how to improve services in branch, commercial, digital, retail, and credit unions. Customer experience in retail banking Retail banking focuses on the individual customer’s needs.

Banking 260

Banking Customer Experience Financial Touchpoint 260

SurveySparrow

JUNE 28, 2023

The true essence of a personalized customer experience lies in tailoring the individual’s journey with your brand to meet their specific needs and expectations. Furthermore, personalization offers insightful data that can shape strategic decisions, improving product offerings, marketing strategies, and overall business operations.

Customer Experience 52

Customer Experience Healthcare Competitive Advantage E Commerce 52

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. Here’s how. 3) CX innovation is accelerating.

2016 98

2016 Innovation Return on Investment Airlines 98

Forrester's Customer Insights

OCTOBER 22, 2020

Since 2015, Amazon has hosted its annual summer sale, Prime Day, an exclusive deal event for its Prime members. In 2019, shoppers purchased more than 175 million items during the event, and its sales surpassed the prior year’s Black Friday and Cyber Monday sales combined.

Retail 44

Retail 2015 2019 Events 44

Forrester's Customer Insights

NOVEMBER 18, 2021

Brands that still rely heavily on retail partners for digital sales, can still drive value from direct customer engagement. The value of a brand’s direct-to-consumer (D2C) digital presence goes beyond direct sales. However, the benefits […].

Consumers 26

Consumers Brands Retail Customer Engagement 26

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.

Loyalty 40

Loyalty Measurement Loyalty Programs Automotive 40

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.

Loyalty 40

Loyalty Measurement Loyalty Programs Automotive 40

Forrester's Customer Insights

MARCH 27, 2018

Chatting, by definition, is meaningless, trivial talk – but web “chatting” is anything but; it is starting to transform digital customer experiences. Customers want to use chat. And it works. Forty-five percent have used it to interact with a live agent in 2017.

Retail 43

Retail 2017 Definition Interaction 43

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% Today, many customers want an interactive experience at their grocery store.

Brands 73

Brands Rewards Programs Loyalty Fashion 73

delighted

NOVEMBER 12, 2019

Brands will have to differentiate themselves not based on price and product (as they have in the past), but rather on the experience that they provide to customers in both their physical and online retail stores. Ongoing customer engagement (pre and post-purchase). Abandoned carts are the bane of every retailer.

Retail 40

Retail Omnichannel Social Media Consumers 40

Forrester's Customer Insights

JULY 29, 2020

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking. The drivers of the future are evolutions of the past – some playing out now, others that will be far more prominent by 2025 and table stakes by 2030. […].

Banking 71

Banking 2030 2025 Retail 71

Forrester's Customer Insights

JUNE 6, 2023

The device will retail at $3,499 and be available in early 2024. Apple has unveiled its highly anticipated next generation spatial computing device – the Vision Pro. It is an augmented reality experiences with graduated immersive experiences that come very close to virtual reality at times. I had the chance to try the headset for […]

2024 49

2024 Retail Customer Engagement Technology 49

SurveySensum

JULY 29, 2024

Identify as Per Customer Engagement Recently two companies signed up for SurveySensum ‘s free trial. By segmenting your customers, you can better understand their needs and preferences, allowing you to offer relevant products or services that enhance their experience. Not just that.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score NPS Touchpoint 52

Bizagi

JANUARY 30, 2019

Or retail websites such as Autotrader, Ebay or Shpock who will feature items for sale closer to your geographic location. A joined-up view of your customer is crucial if you want to excel in experience. The bank’s internal complexity meant their customer service was suffering due to lack of visibility of customer data.

Net Promoter Score 70

Net Promoter Score E Commerce NPS Effort Score 70

LoyaltyPlus

AUGUST 4, 2017

CRM Plus is embedded primarily with our core Loyalty engine LoyaltyPlus, together with our customer engagement offering “EngagementPlus”, which enables the different customer engagement points supported by an engagement strategy which includes campaigning, document management, and a host of other engagement strategies.

Customer Relationships 40

Customer Relationships Engagement Social Media Magazine 40

Kustomer

NOVEMBER 4, 2020

Collect customer data and analyze it to gain insight into customer behavior. Reduce pressure on customer service staff by automating low level support, allowing them to deal with more difficult inquiries. Increase customer engagement and conversions. Virtual Assistants. Hey Google!)

2021 124

2021 Customer Experience E-support Omnichannel 124

Currency Alliance

JUNE 1, 2020

Restaurants typically have margins in the 50-60% range, while most retail operates on margins in the 20-40% range. The point is that when a customer calculates whether it is worth joining your program or changing their behavior to allocate more share of wallet to a particular business, the hurdle value is going to be in the 2-10% range.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Forrester's Customer Insights

SEPTEMBER 11, 2020

A few days ago, Forrester published two Forrester Waves, one focusing on retail banking, the other on corporate banking. With these Forrester Waves, we separated off-the-shelf banking back ends for retail and corporate banking for the first time.

Banking 43

Banking Retail Technology Customer Engagement 43