customer engagement


Introducing The Consumer Tech Stack For Europe

Reineke Reitsma August 23, 2018

In the past few months, my colleague James McQuivey has written several blogs about the exciting times we live in. In these posts, he focuses on how technology is fundamentally changing the way we interact with the world around us and how that change is grounded in evolution. His research shows that our uniquely evolved […]

Read More

Banking CX Is Stagnating

Alyson Clarke June 19, 2018

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™) methodology measures how well a brand’s customer experience strengthens the loyalty of its customers so that […]

Read More

When Piloting Colocation, Measure Customer Impact

Ananda Chakravarty June 4, 2018

When Piloting Colocation, Measure Impact To Location, Customers, And Operations It’s been interesting to see creative real estate colocation ideas such as the recently announced pilot for ALDI in 10 Kohl’s stores. As Kevin Mansell, former CEO of Kohl’s, explained, “We believe the opportunity to leverage our real estate through this effort has benefits.”[1] But […]

Read More

What Brought Me Back To Forrester: Our Market-Leading Engagement Around Emerging Technologies

James Staten April 30, 2018

It is such a pleasure to be back at Forrester, especially now when our firm is actively embracing and helping you, our customers, leverage new technologies to innovate and differentiate your business. After three years leading technology strategy and market development for Microsoft Azure and Equinix, what brought me back were three things: The value […]

Read More

Marketers, You Desperately Need A New Mindset

Jim Nail April 20, 2018

You have to feel bad for marketers: For years, they’ve tried to keep pace with changing buyer behaviors and adapt to the cross-device and cross-channel habits of their customers. To guide their progress, they’ve fallen back on familiar routines: benchmarking against past performance, optimizing short-term results, and pushing people through the sales funnel. The problem […]

Read More

Modernize Your Martech Stack for Moments

Julie Ask April 5, 2018

The world is changing and with it, consumers’ expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that serve everyone to smaller, more contextual experiences served to consumers in just the moment they need them. Marketers must adopt the right strategy, operational best practices and technology […]

Read More

Amazon Flirts With Banks And Their Customers: Here’s What You Should Do

Peter Wannemacher April 3, 2018

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor . . . Okay, that’s not exactly what’s happening here, but it sure felt like that to many bank executives who heard the […]

Read More

Retailers Without Chat: A Missed Opportunity

Kate Leggett March 27, 2018

Chatting, by definition, is meaningless, trivial talk – but web “chatting” is anything but; it is starting to transform digital customer experiences. And it works. Customers want to use chat. Forty-five percent have used it to interact with a live agent in 2017. The companies that get it are moving towards a holistic chat strategy […]

Read More

Salesforce Nicely Rounds Out Its B2B CRM With CloudCraze

Kate Leggett March 14, 2018

On March 12, Salesforce announced its intent to acquire CloudCraze, a B2B eCommerce application. This savvy and long-anticipated move nicely rounds out its broad CRM portfolio and supports B2B customers through their engagement journey. This eCommerce application is a fundamentally different one than Salesforce’s  B2C eCommerce acquisition of Demandware. This is because B2C engagement is […]

Read More

Drive Great Customer Experience With Three Workforce Investments

Ananda Chakravarty March 6, 2018

  Retailers recognize and are investing in the link between great associate experiences and great customer experiences. They are enhancing the employee’s ability to engage customers better by providing training and education, implementing technologies to make the associate’s job easier, and some retailers like Walmart are even increasing associate wages. Retailers understand that by creating […]

Read More

Track-And-Trace Solutions Improve Strategic Objectives Across The Entire Value Chain

Dan Bieler March 6, 2018

Building the business case for your digital investment is hard, so you need to drill into the specifics of any given process you intend to digitize. Digital track-and-trace solutions contribute to ROI in many different ways. The main strategic reasons for using them are: More effective risk management. Many countries are putting in place regulations […]

Read More

Luxury Retail – Invest In Digital Transformation For A Successful 2018 And Beyond

Michelle Beeson January 23, 2018

Good news for luxury brands – Luxury will see continued growth for online sales and for in-store sales that are influenced by digital touchpoints, per Forrester’s newly updated Global Luxury Retail Sales Forecast 2017 to 2022. So that’s great – but, as we saw in our research last summer, many luxury brands still have work […]

Read More

#NRF2018's Focus On Customer-Associate Engagement

Ananda Chakravarty January 22, 2018

At the packed NRF Big Show #NRF2018 in New York last week, many retailers looked at vendors touting new tech, including AI, AR/VR, and more, all in the name of improving customer experiences. But most of those same retailers know that, before leaping into that arena, they first need to bring existing systems up to […]

Read More

A Lesson from the Bruce Springsteen/Richard Thaler School of Marketing

Jim Nail October 31, 2017

What do consumers, Bruce Springsteen, and a Nobel Prize laureate have in common? They all understand the concept of fairness. And they understand that consumers reward and punish companies based on perceived fairness. Nobel Prize winner Richard Thaler found that if a company raises prices or cuts wages for the sole purpose of better profit […]

Read More

CXEurope 2017: Introducing the Values Based Customer

Henry Peyret October 18, 2017

More than 5 years ago Forrester introduced the Age of Customer as a new 15 to 20 years era which saw the increasing customer empowerment in front of brands and companies. For companies, the first step in this era turned into improving the customer experience and the customer journey through an omnichannel strategy,  identifying the […]

Read More

Watch Out Translators, Google Wants Your Job!

Alex Kramer October 5, 2017

Google after second shot disrupting healthcare-and Apple-with Health 2.0 announcement  Google made several announcements Wednesday around new hardware, software, and developer tools. Capitalizing on the demand for digital healthcare solutions, Google rolled out its HealthX API platform through Apigee at Health 2.0 in Santa Clara. The platform provides endpoints for developers to build HIPAA compliant […]

Read More

Luxury Brands Must Act Or Be Digitally Disenfranchised From Savvy Luxury Consumers

Michelle Beeson September 29, 2017

Luxury consumers around the world are embracing new technology and adding these digital touchpoints – including, of course, their smartphones – into their shopping behaviors. But overall, luxury brands have been far too slow to respond to their customers’ rising digital expectations. Luxury brands, tier one through to aspirational, are now scrambling to bolster their […]

Read More

The Data Digest: Understand Emotion To Drive Technology Engagement

Anjali Lai August 17, 2017

Thanks to the rise of empowered consumers, products and experiences that once seemed improbable, such as (literally) instant delivery, are now integral to our lives. But this era of innovation has also seen its fair share of flops: From Pokémon Go to Google Glass, technologies that looked like promising disrupters stalled quickly or generated more […]

Read More

AI Will Fundamentally Transform Customer Service

Kate Leggett July 27, 2017

AI improves the economics and capabilities of everything around us. Amazon and Netflix recommend products based on our history, Yahoo and Facebook tag photos, Waze and Google get us to our destination more effectively, Lyft and Uber precisely communicate arrival times of our drivers. Consumers are starting to expect intelligent experiences – personal, contextual to […]

Read More

CX Sydney Forum 2017: Guest Q&A With Australia Post’s Christine Corbett

Michael Barnes April 4, 2017

Successful business leaders drive their organizations to create experiences that continually meet or exceed customer expectations. At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences […]

Read More