Forsta's Retail HX boosts brand perception, unites CX data

New research findings from Forsta, a key developer of Human Experience (HX) technology, illustrate the significant influence of comprehensive CX management on enhanced brand perception and revenue growth. The study reports that 48% of local consumers appreciate a blend of online and physical store shopping, while 64% deem consistent service across various shopping channels as the foremost contributor to a positive brand perception.

Forsta has responded to these informative data points by introducing its latest offering, the Retail HX platform. This pioneering technology has been deployed by leading retail brands such as Best Buy, eBay, and DHL Global Freight Forwarding.

Retail HX is a set of insightful data solutions built to unify the customer, employee, and brand data throughout the retailer's operations. The goal is to support businesses in offering a more seamless and cohesive omnichannel shopping experience, thereby distinguishing themselves from their competition.

This new platform addresses an ongoing issue arising from fragmented CX data, allowing retailers instead to gain a holistic overview of their CX management and its impact on brand perception. With 48% of consumers favouring a combination of in-person and online shopping, and the majority (64%) associating consistent service across channels with a favourable brand outlook, retailers aligning with these expectations may expect a surge in customer satisfaction and repeat business.

The incorporation of Forsta's innovative human experience technology by industry heavyweights such as Best Buy, eBay, and DHL Global Freight Forwarding has resulted in substantial positive outcomes. It has enabled a retail giant to create a global store locator and local landing pages, contributing to over a million additional online appointments and a revenue increase of roughly £17,000,000 through optimised 'buy online, pickup in store' (BOPIS) experiences.

"The omnichannel shopping experience is here to stay and consumers are looking for a seamless integration between online and offline brand interactions," according to Kyle Ferguson, Forsta's Chief Executive Officer. "To avoid succumbing to the 'one and done' customer epidemic, retailers must optimise every touchpoint to foster lasting consumer loyalty."

Ferguson added that conventional CX data, typically fragmented, fails to provide a comprehensive view across all aspects of the retail journey. This shortfall can lead to overlooked opportunities to acquire meaningful insights, often bridging online and brick-and-mortar customer experiences, and potentially resulting in revenue loss. The Retail HX platform addresses this issue by consolidating customer, employee and brand data for a comprehensive overview, yielding more insightful, actionable findings to boost revenue and sales.

The Retail HX platform allows retailers to integrate their customer, employee, and brand data for a comprehensive view, thus facilitating superior customer and employee experiences. Through this service, retailers can collect feedback across both digital and physical channels, monitor their brand's standing, and scrutinise campaigns. They can also manage their online reputation, utilise advanced analytics to understand customers at each stage of the journey, and empower their workforce to deliver an exceptional customer experience. Retail HX further simplifies issue resolution processes and merges seamlessly with third-party technologies such as CRMs and Customer Data Platforms.