Forsta debuts Retail HX platform to unify shopping experiences

Forsta, the Human Experience (HX) technology provider, has launched its innovative Retail HX platform. The new offering comes in response to recent data delineating links between comprehensive end-to-end customer experience (CX) management and improved brand perception. Notably, the newly implemented solutions have already been used by retail powerhouses such as Best Buy, eBay, and DHL Global Freight Forwarding, and by tackling siloed CX data, they promise a more streamlined shopping experience.

This exciting launch follows recent research from Forsta. The study revealed that a striking 48% of consumers prefer to blend in-person shopping with online purchasing, indicating a marked preference for a variety of retail experiences. Perhaps most interestingly, the data suggest that a consistent service across different shopping-related channels is a leading driver for positive brand perception for 64% of consumers polled. As a result of meeting these consumer demands, brands can expect increased customer satisfaction and a higher percentage of repeat clients.

Forsta’s new Retail HX offering aims to capitalise on this data, delivering on a demand for a more unified shopping experience and extending the potential of its unique HX technology. For example, Forsta's approach has already enabled one major retailer to establish a global store locator and local landing pages. The resulting optimisation of its 'Buy Online, Pick up In-Store' (BOPIS) offerings led to an additional million online appointments and a staggering GBP £17 million increase in revenue.

Kyle Ferguson, CEO of Forsta, commented on the current retail landscape: "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."

Ferguson pointed out that traditional CX data tends to be fragmented, hampering the full understanding of the retail journey and resulting in lost insights and, ultimately, revenue. "Retail HX," he added, "seamlessly consolidates customer, employee and brand data to reveal a complete picture."

Ferguson detailed the advantages the new Retail HX platform will bring to the dynamic retail area. With its capabilities to consolidate all CX-related aspects, Retail HX is geared towards bolstering both customer and employee experiences. Its comprehensive suite of tools includes capabilities for managing online reputation, brand tracking, campaign testing, and stage-specific customer understanding through advanced analytics. Moreover, Retail HX can be integrated with third-party technologies such as CRMs and Customer Data Platforms, enhancing issue-resolution processes and identifiers.

In a retail ecosystem increasingly geared towards omnichannel experiences, retail innovators who harness the power of pivotal data, as Forsta has done with Retail HX, are set to thrive. Such developments are a pronounced stride towards delivering on ever-evolving consumer expectations for seamless retail experiences and promise exciting times ahead in the world of retail.