Forsta launches Retail HX offering to answer consumer call for cohesive omnichannel shopping experiences

May 9, 2024 LONDON — Forsta, the leading developer of Human Experience (HX) technology, has launched Retail HX, a set of data-driven insights solutions which unify retailers’ end-to-end customer, employee and brand data, enabling brands to stand out from competitors by answering consumer calls for a more cohesive omnichannel shopping experience.

The launch of Retail HX aims to tackle siloed CX data, with new research from Forsta* revealing a strong positive correlation between holistic end-to-end CX management and brand perception. This research shows that 48% of local consumers prefer a mixture of shopping in-person and online. Moreover, as the majority (64%) cite consistent omnichannel services as the top driver for positive brand perception, retailers who meet these consumer demands will likely see an increase in customer satisfaction and return shoppers.
 
Forsta’s unique human experience technology, implemented by retail leaders like Best Buy, eBay, and DHL Global Freight Forwarding, has already helped one retail giant implement a global store locator and local landing pages, driving one million more online appointments and increasing revenue by approximately £17,000,000 through optimised BOPIS experiences.

“The omnichannel shopping experience is here to stay and consumers are looking for a seamless integration between online and offline brand interactions. To avoid succumbing to the ‘one and done’ customer epidemic retailers must optimise every touchpoint to foster lasting consumer loyalty.

Traditional CX data is fragmented and falls short in connecting the dots across the entire retail journey – from initial Google search to post-purchase follow-ups. This leads to missed opportunities to capture vital insights that bridge the online and in-store customer experience, ultimately leading to lost revenue. Retail HX is the missing link in this chain, seamlessly consolidating customer, employee and brand data to reveal a complete picture. Which in turn provides more valuable and actionable insights which will increase revenue and drive sales.”

Kyle Ferguson
Chief Executive Officer, Forsta.

Retail HX helps retailers see all their Customer, Employee and Brand data in a unified view in order to deliver a better customer and employee experience. With these solutions, retailers can gather and act on feedback across digital and in-store channels, run brand tracking, and test campaigns. They can also manage their online reputation, use advanced analytics to understand customers at each journey stage, and empower employees to deliver exceptional customer experiences. In addition, the platform offers streamlined issue-resolution processes and integrates seamlessly with third-party technologies like CRMs and Customer Data Platforms.

Visit Forsta’s website to learn more about Retail HX: https://www.pressganey.com/newforsta/solutions/forsta-retail-hx/. 

*Forsta engaged OnePoll, a third-party research provider, to survey a random sample of 1,000 U.S. respondents who conduct online searches at least a few times a week, to examine trends in local consumers’ search behaviour. 

This study examines key elements of the local customer experience, including the impact of reviews and ratings on consumers’ decision-making, where local searchers go to find information about businesses, and much more.

Read the full report here

Media contact
forsta@welcometowith.com