CX & Behavior

Tips for how retailers can improve the ecommerce customer experience.
Why Retailers Need to Improve Ecommerce Customer Experience (+ 3 Tips to Do That)
As physical stores shut for lockdown and consumers moved to online shopping, retailers were forced to escalate their shift to ecommerce. They understand the game is changing rapidly. And they know, to survive and thrive,…
2021 consumer behaviors for holiday shopping and gifting
Gift Consumers’ Behaviors 2021: What They Actually Want
“The pandemic pushed more shoppers online to buy gifts over the holidays in 2020, resulting in higher-than-ever online sales growth and penetration: U.S. shoppers spent $201.32 billion online during the holiday shopping season last year,…
Commerce Experiences: What Makes a Good One vs Bad? Expert Q&A with Jan Kelley
Have you ever landed on an ecommerce website and thought to yourself “they must know this is terrible? Right?” Or alternatively, a site that is well-organized, easy to navigate, but the product pages were underwhelming…
What does a data-driven customer experience actually look like?
Data & CX Excellence: An Expert Q&A between Forrester and Zoovu
As consumers and professional buyers engage, interact, and purchase from varied channels, businesses struggle to attain a 360-view of customer data. The average enterprise business uses over 200 applications across their organization, lacking a central…
Conversational search is the answer to outdated search experiences.
Why outdated search experiences repel your customers
Think about the last time you searched for a product online. If you’re like 93% of digital shoppers, the experience started out in a search box with a few keywords that felt relevant to your…
FOBO, the fear of better options, causes consumers to fall into indecision.
Why FOBO Impacts Consumer Confidence & Behavior
Contrary to popular belief the opposite of FOMO is not JOMO or the joy of missing out, it’s FOBO, the fear of better options. Think of it as the consumer cousin of FOMO; it’s the…
How Beauty Brands are Capturing Gen Z & Millennials with Best-in-Class Digital Experiences
Today’s consumer has an endless array of choice for any given product and when it comes down to deciding where to spend their money 84% of them prioritize the experience of shopping versus the product…
The ABCs of Customer Loyalty: Are You Worthy of Their Business?
No matter how you dice it, customer retention is critical for any business - yours included. Almost every study points towards the undeniable ROI of customer loyalty: Repeat customers... 1)  ... are simply easier to…
Many online shopping problems can be solved by addressing the pain points of your potential customers
Solve the 7 Biggest Problems of Online Shoppers
If you find yourself having difficulties getting visitors to buy from you and are not selling as much as you would like to, chances are you are not addressing the online shopping pain points of…