The Customer Has An SLA Too
JC Penney's CEO Ron Johnson is hedging his bets that among other innovations, in-store iPads and iPods will help make his new concept stores a hip place for customers to hang out. Ron is not alone in...
View ArticleGoogle Is Poised To Revolutionize Consumer Retail
Infrastructure professionals are now all too familiar with the dynamics of bring-your-own (BYO) technology and devices: Their workers walk into the office with consumer technology all the time. This...
View ArticleThe Digital Store Platform Will Support The Retail Store Of The Future
The in-store shopping experience is increasingly being transformed into a digitally enhanced experience for both the customer and retailer. Technologies such as beacons, retail store analytics, and...
View ArticleRetailers Without Chat: A Missed Opportunity
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....
View ArticleHow Can CX Tools Elevate Your Brand? Find Out At Forrester’s Consumer Marking...
Marketers work hard to define their brand promise and build their customer engagement strategy to showcase it. But we know that, in the end, all the hard work only pays off if the customer receives,...
View ArticleHow To Ride The Technology Wave (And Not Get Swept Away)
AI, blockchain, chatbot, digital identity, etc. — there’s enough emerging technology in financial services to fill a whole alphabet book. And it’s difficult not to get swept off your feet by visions of...
View ArticleRetailers Are Starting To Reap The Rewards Of Omnichannel Commerce
Retail digital business executives must challenge the status quo and deliver omnichannel excellence across the customer lifecycle. Changing consumer behaviours, new technology, and an evolving...
View ArticleQ&A: Branded Manufacturers Digital Commerce Strategies
Direct-to-consumer (D2C) commerce is not a new concept for branded manufacturers, but there is certainly renewed interest and more options to choose from. With consumers ever more digitally connected,...
View ArticleWebinar On Culture And The Power Of Metrics
Followers of my blog may remember this post from February: “It’s Time To Fix Your Broken Business Culture.” Here’s a snippet: “Employees make everyday judgements based on what the organization signals...
View ArticleAdobe Summit 2018: Unleash The Experience Makers!
“Make experience your business,” Adobe’s rallying cry, is timely. Today, B2B and B2C customers observe a brand’s overall experience, not simply select products or touchpoints. As a former marketer now...
View ArticleSee The Forest For The Trees In Facebook’s Cambridge Analytica Problem
Shame on Facebook. The Cambridge Analytica scandal has exposed the social network’s egregious misstep. Here at Forrester, we are furiously fielding inquiries about what this failure to protect user...
View ArticleCall For Entries: The 2018 Enterprise Architecture Awards
Most organizations today recognize the need to become customer-obsessed digital businesses. They need to map out customer touchpoints to fully understand their customers’ experiences and interactions...
View ArticleAvoid a “Copy/Paste” Mentality When Taking Your Loyalty Program Global
The draw of loyalty programs and their potential for better savings and experiences is universal: Forrester’s data shows that nearly three-quarters of online adults in China, France, Germany, the U.K,...
View ArticleAmazon Flirts With Banks And Their Customers: Here’s What You Should Do
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...
View ArticleAre You Ready For Sales Readiness?
When was the last time you noticed that a colleague was excited about sales training? After having created many a training deck myself, I frequently feel badly about my inability to muster enthusiasm...
View ArticleMy Sort-Of-Fictional-But-Really-Based-On-Reality Conversations With B2B...
Despite acknowledging that insights-driven firms pack competitive advantage into every decision, marketers give me good reasons every single day that they can’t quite rise to the level of insights they...
View ArticleAdopt The “Spirit Of Agile”—Beyond Software Development
There are two types of Agile people in the world: Capital “A” Agile people equate “agile” with Agile software development methodologies or frameworks. Agile requires specific roles, processes, and...
View ArticleWalled Garden No More: Digital China Goes Global
As China battles the US for global digital leadership, Chinese digital giants like Alibaba and Tencent are taking the first beachhead: Southeast Asia (SEA). My latest report, Walled Garden No More:...
View ArticleFour Forces Drive The Consumer’s Tech Stack
Today I’m on stage in New York speaking to hundreds of marketing executives at our Consumer Marketing Forum 2018. I’m there to unveil the 2018 US Benchmark Data Overview, which for the first time ever...
View ArticleMerchant Risk Council 2018 Vegas Recap: The Business Model for Fraud...
Not surprisingly, machine learning technology was on full display this year at MRC Vegas. Using new self-directing machine-learning models, merchants are increasingly outsourcing significant but...
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