personalization
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Blog
It’s Time Chatbots And Virtual Assistants Play A Bigger Role In The B2B Buyer Journey
With collective commute times down to zero and face-to-face meetings all but impossible, we’ve seen the B2B buyer journey become an almost exclusively digital experience. It’s time for B2B marketers to close the gaps in their customers’ digital experiences with the assistance of automated conversations created by chatbots and virtual assistants (VAs). These solutions are already popular in B2C and B2B markets, creating experiences that: Meet modern buyers’ expectations of immediacy. Help marketers chase the leads sellers never get to (or the ones you never get […]
Blog
Retail Spotlight: A Look Into Nordstrom’s Newly Opened NYC Flagship
Last Thursday, Nordstrom opened the doors to its highly anticipated NYC flagship location. Prior to last year, Nordstrom had a relatively small physical retail footprint in NYC, which is currently its largest market for online sales. Since then, Nordstrom has opened a handful of locations across Manhattan, including the brand-new flagship, the Nordstrom Men’s Store, […]
Blog
Minivans Vs. Motorheads — Why The Right Content Fuels Proper Personalization
Digitally savvy customers have increasingly high expectations that put brands under pressure to deliver the right content, at the right time, to the right individual. In fact, 80% of US online customers are comfortable sharing some form of personal information to personalize their retail experience, according to Forrester Analytics’ Consumer Technographics® survey data. Customers want […]
Blog
Content, Experiences Key Focuses At Adobe Summit
At Adobe’s marketing conference, the company focused on content and experiences as the key differentiators for brands. Watch my video summary of the event that explores these key themes. Questions or comments? Find me on Twitter. Forrester clients: Set up an inquiry.
Blog
Maximize Your Tech Investment By Making Sense Of The Digital Intelligence Tech Landscape
Digital Disruptions Complicate Digital Intelligence Needs Digital intelligence (DI) — the practice of understanding and optimizing digital customer engagements — has been around for as long as the internet itself. But it has not remained stagnant. The practices and technologies needed to support DI have continued to be revolutionized by the digital disruption. And the number of […]
Blog
Help Forrester Benchmark The Privacy/Personalization Paradox
Modern day marketing and advertising has created a paradox: customers want to be recognized and rewarded for their loyalty, but they also want their privacy to be respected and their data used ethically. We firmly believe that balancing this privacy-personalization paradox is crucial to building customer trust and thriving in the age of the customer. […]
Blog
Why The Right Web Analytics Platform Is (Even More) Business-Critical
Why The Right Web Analytics Platform Is (Even More) Business Critical Forrester just recently published The Forrester Wave™: Web Analytics, Q4 2017. In it we rank the leading web analytics platform provides including Adobe, AT Internet, Cooladata, Google, IBM, Mixpanel, and Webtrekk. “Why should I care?”, you may ask. After all when it comes to […]
Video
Digital Store Technologies Take the Stage For Both Customer and Associate Experience
Digital retail theater is becoming reality for consumers as retailers rush to find ways of attracting and retaining store customers. What is digital retail theater? It’s the combination of original retail theater – entertainment, novelty, and engagement – with digital technologies and services to create the next level of in-store experience. My colleague, Brendan Miller […]