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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Customer Service In 2023: CX Front And Center

Christina McAllister 4 days ago
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

Christina McAllister January 30, 2023
Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.

CX APAC — Bold Focus

Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.

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Use Your OMS To Deliver On Customer Expectations This Holiday Season And Into 2023

Nicole Murgia December 19, 2022
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

Mary Pilecki November 17, 2022
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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Nailing Chat Is Hard — Here’s How To Get It Right

Christina McAllister September 30, 2022
I have spent the better part of the last decade helping enterprises with their digital channel strategies. Omnichannel transformation is still a phrase on many enterprises’ lips, with companies across industries looking to launch (or, in some cases, relaunch) digital channels to support their customers. Lots of things have changed since the early days of […]
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Four Key Takeaways From The 2022 State Of Retail Payments Survey

Lily Varon September 29, 2022
Four in five software decision makers at US retail companies are adopting or plan to adopt payments software in 2022, Forrester data shows.
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What Merchants Want From Their Payments Provider

Nicole Murgia June 14, 2022
As part of the latest Forrester Wave evaluation of the merchant payment provider market, we spoke with 23 customer references (i.e., merchants like retailers and brands) about their experiences with their current payment provider.

CX EMEA — Bold Focus

Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.

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Merchant Payment Processing: Champion/Challenger Models Make Vendors Earn Their Volume

Lily Varon June 1, 2022
For our latest evaluation in the merchant payment provider space, Forrester identified 11 leading vendors - learn more about our findings.
Blog

Doing, Selling, And Being Headless Commerce

Joe Cicman May 3, 2022
Different roles have different relationships to headless commerce. Yet the concept is easier explained when you can settle on a frame of reference.
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Why Headless Commerce Is A Pain In The Neck

Joe Cicman April 29, 2022
It’s not your fault you don’t understand “headless commerce.” Great products have great names that express what they are and why they’re good. Like “doghouse” or “sugar-free gum.” But headless commerce … that’s confusing, and it’s poorly messaged. Let’s run two tests to illustrate this. (Full disclosure: This is a roast of headless commerce.) Round […]
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The Top Three Solutions In B2C Commerce In 2022 — Each Holds A Unique Position In The Market

Emily Pfeiffer April 28, 2022
The Forrester Wave™ for B2C Commerce Solutions surfaced a significant shift in the market, which we predicted but did not expect to see so quickly or so clearly.
Blog

The Top Three Solutions For B2B Commerce In 2022

Joe Cicman April 28, 2022
The Forrester Wave™: B2B Commerce Solutions, Q2 2022 surfaced a significant shift in the market, which we predicted but did not expect to see so quickly or so clearly. So What Did The Results Reveal About The Market? Three solutions scored higher than more broadly adopted solutions. In all three cases, these solutions take a […]

CX Can Thrive In The Downturn

CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.

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Shared Customer Experience: What Happens When Your CX Depends On Partners?

Michelle Beeson April 25, 2022
Organisations are not always fully in control of all of their customer’s experiences. Whether it’s logistics partners supporting a retailer’s delivery experience, insurance companies relying on sales via brokers, or consumer-facing brands relying on retail partners to sell their products, an organisation’s end-to-end customer experience (CX) often relies on external business partners. Across industries, brands […]
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By 2026, The Global Market For OMS Software Will Nearly Double To Reach $1.9 Billion

Jitender Miglani March 22, 2022
We forecast that global OMS spending will nearly double over the next five years, with a CAGR of 12.8%. Here’s why.
Blog

Customer Service In 2022: The Times They Are A-Changin’

Christina McAllister March 16, 2022
It’s been two years (!) since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Our world has changed, and customer expectations have changed with it. Customer service leaders must shake off decades […]
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Predictions 2022: Anywhere-Commerce Will Unlock Massive Investments In Technology

Emily Pfeiffer December 1, 2021

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Forrester’s Digital Go-To-Market Review: Kid, Baby, And Toy

Sucharita Kodali October 13, 2021
As part of Forrester’s Digital Go-To-Market Review series, we recently evaluated 27 kid, baby, and toy brands on five elements: direct-to-consumer strength, brand visibility online, distribution and e-control, organic consumer enthusiasm, and product innovation.

Don't Be On The Losing Side Of CX Trends

Attend our live predictions webinar for CX leaders to explore the forecasts defining 2023 success.

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Asia Is A Beacon For Luxury Commerce Innovations

Xiaofeng Wang August 23, 2021
COVID-19 has upended luxury brands’ customer engagement strategies, forcing them to launch digital transformation initiatives. With a robust digital economy and more empowered luxury consumers, Asia in general — and China in particular — has become a beacon for luxury commerce innovations globally. My latest report, Luxury Commerce Innovations In Asia, shows how leading luxury […]
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Qualtrics’ $1.125B Acquisition Of Clarabridge Upends The Customer Feedback Management Market

Judy Weader July 30, 2021
Yesterday evening, Qualtrics announced that it’s acquiring Clarabridge in an all-stock deal worth $1.125 billion. This is a great move for Qualtrics. In one swoop, it has secured the best-in-class analytics capabilities that will define the future of voice-of-the-customer programs as firms decrease their reliance on surveys and focus instead on understanding customers based on […]
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Forrester’s Digital Go-To-Market Review: Apparel And Shoe Brands

Sucharita Kodali June 25, 2021
Forrester’s latest Digital Go-To-Market Review evaluates 27 brands in the apparel and footwear sector to see how well they are positioned to thrive independently. Read on to see how these brands fared across direct-to-consumer strength, brand visibility online, distribution and e-control, organic consumer enthusiasm, and product innovation.
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