Forrester's Customer Insights

JUNE 2, 2023

Forrester’s Q2 2023 B2C Marketing CMO Pulse Survey featured a list of 16 marketing priorities. For each, we asked respondents (154 B2C marketing […] June not only marks the year’s halfway point, but it’s also when CMOs begin to plan for the new year. With six months left in 2023, there’s still lots to get done.

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B2C Survey Marketing Trends 26

Forrester's Customer Insights

JANUARY 27, 2023

It's a critical time for B2C marketers to get involved in their organizations’ privacy programs. The privacy landscape is shifting quickly.

B2C 26

B2C Marketing Data Customers 26

Forrester's Customer Insights

MARCH 6, 2024

Read part one of the GenAI Impact On Commerce Tech blog series from Forrester Research principal analyst Emily Pfeiffer and senior researcher Nicole Murgia.

B2C 57

B2C Retail Trends Customers 57

Forrester's Customer Insights

AUGUST 24, 2022

Read Forrester’s advice on where to invest, where to cut, and where to experiment to create a smart B2C marketing budget in 2023.

B2C 49

B2C Marketing Strategy Customers 49

Forrester's Customer Insights

OCTOBER 26, 2021

Retrouvez trois tendances 2022 pour les marketers B2C dans ce billet de blog. L'avenir que nous envisagions il y a seulement deux ans n'a pas changé, mais il est devenu notre présent. beaucoup plus rapidement que prévu.

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B2C Marketing 26

Forrester's Customer Insights

JANUARY 26, 2023

But fret not, Forrester’s got you covered with our just published report “Navigating The 2023 Downturn: B2C Marketing Executives.” We know that fluctuating market signals have you mired in scenario planning around “economic uncertainty.” Make Brand Experience The Top Priority In All Scenario Plans In our full report, we […]

B2C 26

B2C Report Brands Marketing 26

Forrester's Customer Insights

SEPTEMBER 9, 2019

I’m Steph, the newest member of Forrester’s B2C martech research team. I’ve been at Forrester for four years, first as a research associate and most recently as a researcher on the B2C marketing […]. Do you work with marketing resource management (MRM) or mobile engagement automation (MEA) tools? If yes, I want to hear from you!

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B2C Meeting Resources Marketing 41

Forrester's Customer Insights

FEBRUARY 20, 2024

Every year, Forrester surveys over 1,000 marketing decision-makers around the world to learn about their priorities, challenges, and plans.

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B2C Survey Marketing Advertising 53

Forrester's Customer Insights

MAY 29, 2019

This week, Claudia interviewed Emily Collins, principal analyst on Forrester’s B2C marketing team and an expert in loyalty, on her contributions to the 2019 B2C marketing predictions […]. Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 47

B2C Retail Loyalty Marketing 47

Forrester's Customer Insights

OCTOBER 25, 2022

Read our B2C marketing predictions for 2023. Short-term wins will be the name of the game next year. Yet a few savvy CMOs will blend both offense and defense into a smart growth strategy.

B2C 26

B2C Marketing Strategy Data 26

Forrester's Customer Insights

JANUARY 27, 2020

B2C customer data platforms (CDPs): all the hype, none of the follow through. That summarizes the analysis of the CDP space in our inaugural report on the category in 2018. We continue to field client inquiries about the CDP market — but the tone from marketers has grown increasingly skeptical, and vendors are asking less […].

B2C 41

B2C Analysis Report Marketing 41

Forrester's Customer Insights

MAY 19, 2020

In our newly published “The Forrester Wave™: B2C Commerce Suites, Q2 2020,” we evaluated the 10 most significant commerce vendors in the B2C space along 31 criteria: Adobe, BigCommerce, commercetools, Elastic Path Software, Episerver, Kibo Commerce, Oracle, Salesforce, SAP, and Sitecore.

B2C 36

B2C Software Customers 36

Forrester's Customer Insights

MARCH 17, 2020

To understand the B2C marketing predictions for the year, we spoke with Forrester experts Tina Moffett and Jim Nail. To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series.

B2C 47

B2C Retail Marketing Management 47

Forrester's Customer Insights

AUGUST 19, 2020

B2C marketers’ most pressing top-of-mind issue is how data deprecation will impact targeting, measurement, personalization, and digital media buying. Data deprecation restricts tracking and access to consumer data due to regulatory, browser, walled-garden, or consumer actions.

B2C 39

B2C Data Marketing Strategy 39

Forrester's Customer Insights

APRIL 22, 2019

Our 2019 B2C Marketing predictions hone in on the impact of rising customer power. Forrester has been evangelizing the age of the customer for a decade, but the message is approaching a crescendo.

B2C 42

B2C Marketing Consumers Connections 42

Forrester's Customer Insights

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.

B2C 26

B2C Marketing Omni-Channel Customer Engagement 26

Forrester's Customer Insights

MARCH 12, 2024

According to Forrester Global Marketing Survey, about 30% of B2C Marketers use MMM […] MMM gauges the impact of marketing and media investments on vital performance indicators like sales or revenue, while also forecasting the revenue potential of marketing endeavors.

Tools 54

Tools Marketing B2C Measurement 54

Forrester's Customer Insights

NOVEMBER 18, 2020

2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down. How should European consumer marketing leaders prepare for the coming year?

B2C 50

B2C Marketing Healthcare Trends 50

Forrester's Customer Insights

OCTOBER 25, 2023

B2C marketing CMOs will need to navigate AI and prioritize the practical amid a tense political atmosphere. Get an overview of our B2C marketing predictions for 2024.

B2C 51

B2C Marketing Brands Communication 51

Forrester's Customer Insights

APRIL 15, 2024

Learn the five most common barriers impeding widespread customer adoption of sustainable offerings and how to encourage sustainable behaviors among B2C buyers.

Consumers 32

Consumers B2C How To Customers 32

CX University

JANUARY 30, 2024

CX University encourages organizations to use NPS to identify areas that need improvement and collect customer insights to understand the reasons behind the scores. 2023 NPS B2C examples: USAA Insurance +75 Tesla +97 Companies can compare their NPS with other industry scores using the Qualtrics NPS comparison tool.

Net Promoter Score 52

Net Promoter Score NPS Insurance B2C 52

Forrester's Customer Insights

MAY 6, 2019

“The Forrester Wave™: Content Marketing Platforms for B2C Marketers, Q2 2019” is live! In this year’s 30-criteria evaluation, we assessed and scored the nine most significant vendors: Bloomreach, Contently, NewsCred, Opal, Percolate, ScribbleLive, Sitecore, Skyword, and Sprinklr.

B2C 42

B2C Marketing Report Strategy 42

Middlesex Consulting

MAY 31, 2015

But what has changed now is that while the shaping of superlative experiences is now an absolute imperative in the B2C industry, the B2B industry sadly lags significantly in this respect. One can make the argument that this has always been the case, and it would be right.

B2C 60

B2C B2B Omni-Channel Customer Experience 60

Forrester's Customer Insights

OCTOBER 16, 2023

To dive deeper, I talked to B2C marketing leaders in the financial services industry across the region and learned more about their priorities, challenges, and best […]

Financial 57

Financial Marketing B2C Technology 57

Forrester's Customer Insights

OCTOBER 26, 2023

Generative AI is among the hottest topics that B2C marketers in APAC wanted to hear from us in 2023. The top asked questions include: What are the most applicable use cases of generative AI in marketing today? What are generative AI’s key potentials to improve marketing efficiency? How leading brands are using generative AI for […]

Marketing 53

Marketing B2C Survey Brands 53

Forrester's Customer Insights

JUNE 27, 2022

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships.

B2C 49

B2C Data Survey Marketing 49

Forrester's Customer Insights

SEPTEMBER 7, 2023

This may seem cheeky and slightly exaggerated, until you learn that a whopping 78% of B2C marketing leaders say that they don’t know anyone on their security, risk, and compliance team. The current relationship status between marketing and security and risk (S&R) pros is best described as “it’s complicated.”

B2C 54

B2C Marketing Management Customers 54

Forrester's Customer Insights

SEPTEMBER 11, 2020

Over the next decade, four factors will fundamentally drive how firms must evolve to meet consumer buying demands. Start exploring them.

B2C 57

B2C Consumers Meeting Customer Relationship Management 57

Experience Investigators by 360Connext

JUNE 13, 2023

For instance, Microsoft has a dedicated CX Center of Excellence, which plays a crucial role in transforming their customer interactions. The center spearheads initiatives to gain deeper customer insights and works closely with other departments to implement these insights.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Forrester's Customer Insights

JANUARY 26, 2024

I’m pleased to announce the publication of The B2C Customer Data Platform Landscape, Q1 2024. Forrester’s landscape research is a valuable resource for marketers to understand and differentiate the range of solutions available to them in a very dynamic market.

B2C 36

B2C Resources Marketing Data 36

One Millimeter Mindset

SEPTEMBER 24, 2018

When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Based on the quality of customer insights you have gleaned by going off-script in your conversations? At this particular time?

Strategy 213

Strategy B2C Customer Retention B2B 213

Forrester's Customer Insights

AUGUST 5, 2021

This just in: Forrester asked 150 US B2C marketing executives (across industries) how challenging the various 2022 priorities will be to achieve. Seventy-one percent of B2C marketing execs indicated that demonstrating the value of marketing to the CEO, CFO, and the board will […]. But what will be the most challenging?

B2C 63

B2C Marketing Industry Trends 63

Forrester's Customer Insights

MAY 8, 2023

According to Forrester’s 2023 State Of Customer Obsession Survey, 90% of CEOs indicate their focus on customers guides their brand, product, and pricing strategies – while only 57% of B2C CMOs feel the same. This fundamental misalignment is just one of the […]

B2C 49

B2C Survey Customers Strategy 49

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

Report 145

Report B2C B2B Groups 145

Forrester's Customer Insights

FEBRUARY 23, 2023

Understanding consumer behavior is the underpinning of effective B2C marketing strategies. Simply put, they champion their customers every step of the way. Some of the best CMOs aren’t only culture-reflectors but culture-makers — both in the brand stories they tell and the brand experiences they create.

Consumers 48

Consumers B2C Culture Brands 48

Forrester's Customer Insights

MARCH 20, 2015

In my latest report, " B2B Loyalty, The B2C Way ," I explore how B2B companies can use consumer loyalty principles to deepen their business relationships. Looking past rewards, they specifically stand to benefit from three core tents of loyalty embraced by successful B2C loyalty marketers: Read more Categories: B2B marketing.

B2C 20

B2C B2B Loyalty Loyalty Programs 20

Forrester's Customer Insights

JULY 17, 2023

In Forrester’s Q1 2023 B2C Marketing CMO Pulse Survey, nearly three-quarters of US B2C marketing and advertising execs say they plan to partner with creators and influencers in 2023. However, that doesn’t mean all of these partnerships will succeed.

B2C 26

B2C Advertising Survey Report 26