omnichannel customer experience
As digital’s role grows, omnichannel capabilities become more crucial to provide a satisfying, unified customer experience. Learn more about omnichannel customer experience.
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Balancing Personalization & Optimization In Commerce Search
Learn how to balance customer expectations and business needs with commerce search.
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Introducing Forrester’s Digital Customer Interaction Solutions Landscape
Learn the three key shifts in the market that led to the launch of Forrester's new research on the digital customer interaction solutions market.
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Avoid Customer Dismay! Benchmark Your Store Fulfillment Initiatives.
Despite increased investment, businesses fall short of consumer fulfilment expectations for in-store order pickup. Analyst Lauren Cevallos explains what’s happening.
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Leverage Your Data For Stellar Commerce Search Experiences
Most US online adults use the search (not menu) function on a site to find products. Learn how quality data powers commerce search experiences.
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Payment Methods Don’t Matter — Payment Experiences Do
Retailers and consumer-facing brands have been so busy chasing the next hot payment method that they’ve missed what customers really want when they make payments. Learn how to start incorporating experiences into your payments strategy.
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Three Last-Minute Tips To Make Retail Customer Service Merry And Bright
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
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The Commerce Solutions For B2B Landscape, Q4 2023: A Stoic Perspective Cuts Through The Static
Tech buyers, if you sell to other businesses through an e-commerce channel, your vendors have heard you loud and clear: You’re pursuing pragmatic growth opportunities in today’s unprecedented economic climate. The Big Picture Is Stoic Pragmatism Asset-light growth from helping existing customers do better — that’s what marketplaces do. That’s the main trend that unifies […]
Get The Latest In Customer Experience
Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
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The 2023 CICS Forrester Wave™ Is Live, And Competition Is Fierce
Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! We looked at the top 11 vendors in this market today and evaluated them across 32 criteria. Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]
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Maximizing Retail Return Strategies Beyond Margin Recovery
Retail returns, when handled strategically, are an opportunity for retailers to gain a competitive advantage.
Webinar
Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
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One Destination, Many Paths: The Content Engagement Solutions Landscape
B2B marketers spend ample time seeking better ways to engage their audiences, convert them to buyers, and retain them as customers. While content is central to engagement, audience expectations for contextually relevant, personalized content know no limits. To get content right, technology is key, but there are many paths to the ideal content destination. In […]
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AI And B2B Marketing: Three Opportunities And Challenges To Ponder
In the most promising areas of AI impact in B2B marketing, prudence, too, is advised as marketers explore use cases.
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Digital Sales Rooms: Hype Or Reality?
Like other business innovations, digital sales rooms are not a magic wand. Learn what’s needed to capture the biggest benefits — and learn more at B2B Summit North America.
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Oh, What A Crisis Can Do!
It’s not proven that Winston Churchill said “Never let a crisis go to waste.” But whoever said it, they could have been talking about chatbot deployments. Our world is littered with unloved chatbots, useless offerings that deliver horrible experiences and are used by no one. Typically, this is the result of trying to boil the ocean, overthink things, and attempt to create the perfect chatbot right out of the gate. Brands that build their chatbots in response to a crisis don’t have time to overthink anything — they just do it, and this has led to some very successful deployments.
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Cloud Powers Retail Through The Economic Slowdown
The retail industry was an early adopter of cloud and has continued to expand its use. Learn three key trends from our new report The State Of Cloud In Retail.
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Concentrix Acquiring Webhelp: Setting The Stage For A Two-Horse Race In Contact Center Outsourcing
Yesterday, Concentrix announced that it is entering into negotiations to acquire Webhelp for $4.8 billion, with the transaction expected to close by end of year. This is, of course, quite the acquisition! Webhelp is a well-established player in the contact center outsourcing space (especially in EMEA) and will provide Concentrix with the global coverage they’ve […]
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Customer Service In 2023: CX Front And Center
It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. In times like these, customer service teams are often pressured to cut costs — at all costs. While we don’t expect that to change entirely, we […]
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Contact Centers Are Leaving Money On The Table
Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.
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Use Your OMS To Deliver On Customer Expectations This Holiday Season And Into 2023
Here’s a snippet of the advice we gave to retailers looking to meet customers’ high expectations around shipping and fulfillment this holiday season and beyond.
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Unlock Loyalty Throughout The Customer Lifecycle
Loyalty marketers, the scope of your job just expanded. And before you panic, it’s a good thing. Loyalty marketers have conventionally focused their efforts on customers post-purchase: increasing customer retention, enrichment, and advocacy. But brands and customers alike have faced unprecedented challenges over the last few years, including a pandemic, supply chain issues, and social […]
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