Act with Certainty

The ForeSee blog for CX professionals and the Voice of Customer community.

About Eric Feinberg

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. Eric is a frequent speaker on customer experience analytics, and marketing best practices. He 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.

A Salesforce-owned Twitter could still be a win for CX Intelligence

Social Network Birds

With the fires cooling around a sale of Twitter, there’s still a case to be made for why Salesforce may eventually renew its interest in the social network despite ending talks late last week. It’s also probably the one buyer that could transform Twitter into a platform capable of elevating the landscape of customer experience (CX) intelligence to new heights. More

Categories: Social Media

Why omnichannel measurement is the holy grail of customer experience

Omnichannel measurement

Most brands still view the customer experience as the sum of individual, independent parts: a website, a mobile site, an app, a call center, a store or a branch. This... More

Categories: Omnichannel Retail

Etsy understands the value of investing in technology to improve CX

CNBC Etsy Interview

For retail companies, providing a stellar customer experience translates to improved sales, higher loyalty, and more return business. But creating — and maintaining — a great CX can prove difficult,... More

How Apple’s ‘courage’ to ditch the headphone jack relies on customer satisfaction

The new iPhone 7 featuring Apple's new wireless Airpods intended to make the headphone jack obsolete.

There are a lot of people poking fun at Apple’s Phil Schiller for saying that the company’s decision to ditch the headphone jack on the new iPhone 7 came down to having the “courage” to create a better solution for how people listen to audio. The comment left Mr. Schiller wide open for ridicule, but being in the business of measuring customer experience I definitely interpreted it much differently. More

Start with web measurement, but don’t stop there

Measure more than Web

When I started working in customer experience (CX) more than a decade ago (the dark ages — before it was even called CX!) almost nobody was measuring the customer experience... More