The ForeSee Blog:
The Art & Science of
Measuring Customer Experience

About Eric Feinberg

As Vice President of Marketing, Eric drives ForeSee’s marketing strategy, working closely with the company’s product, client service, and sales teams to infuse innovation and operational excellence into its offerings. Since joining ForeSee in 2004, he has contributed to the organization’s strategic growth, particularly providing leadership around mobile solutions. He is the author of several of the company’s thought leadership studies, including the 11th annual ForeSee Experience Index (FXI) and the American Employee Study. He is a frequent speaker on customer experience analytics, and marketing best practices. Eric is a board member of the Digital Analytics Association (DAA) and an adjunct professor of mobile marketing at the University of California, Irvine Extension. Previously, he worked as a web analyst, multichannel strategy consultant, usability specialist and focus group moderator. Eric is a graduate of the University of Michigan.

Read posts by Eric Feinberg below.

2015 ForeSee Experience Index (FXI): Early Holiday Retail Insights

The holidays are a busy time at ForeSee! Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. For the past decade, we've surveyed holiday shoppers to discover which retailers give them the best customer experiences and which ones fail to deliver. More

Five Ways to Improve the Retail Store Customer Experience with Voice of Customer Analytics

Improve Retail Store Customer Experience ForeSee

The retail store environment plays a unique role in today’s technology-driven world. Customers develop relationships with companies using a variety of devices and channels, but the brick-and-mortar store adds the element of in-person interaction, where your associates represent the face and voice of your company. If you’re currently measuring the retail store customer experience or looking to start, here are five ways you can get more value from your voice of customer data.   More

Usability Best Practices: Self-Referencing Links

foresee usability best practices

ForeSee’s usability group relies on a variety of knowledge resources to inform our understanding of the latest design trends and usability best practices. One of these sources is ForeSee’s cxReplay, which allows us to capture and recreate a visitor's experience after they decide to take one of our surveys. Recently, cxReplay has prompted us to reconsider an infrequently-cited usability guideline that address a little-known, yet pervasive problem called Self-Referencing Links.   More

Improving the Contact Center Customer Experience: Understanding the Multichannel Experience

Multichannel Contact Center Customers

In today’s multichannel, multi-device world, the contact center bears the brunt of many complex consumer problems. With so many digital channels available for self-service, many consumers view the contact center as a last resort. And when the contact center isn’t prepared to handle issues stemming from other channels, it could lead consumers to hang up on a company for good.   More

Improving the Contact Center Customer Experience: The First Call Resolution Myth


Listening to the voice of the customer is key to improving the customer experience. But “listening to the voice of the customer” takes on a very literal meaning when it comes to the contact center. Whether customers are engaging with your organization via a live agent, IVR system, email, or live chat, the contact center creates a single point of vulnerability that has a large influence on a customer’s overall view of your company. This is especially true in today’s multichannel, multi-device world where consumers demand seamless experiences wherever and whenever they interact with your brand. Is your contact center experience living up to consumers’ heightened expectations?   More