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

ForeSee | Eric Head

About Eric Head

As Senior Director, Sales Eric leads ForeSee’s business development efforts in the Midwest, Northeast, and Mid-Atlantic regions. With more than 20 years’ experience managing advanced technology products and programs, he has played a key role in the company’s strategic growth, including helping ForeSee expand into the European market as well as launching ForeSee’s offline business. Prior to joining ForeSee, Eric was director of automotive programs for Internet Operations Center, a leading regional Internet applications service provider. There, he brought new Internet and e-commerce applications and solutions to the automotive industry. Eric earned a B.S. in marketing from the Miami University-Oxford and an MBA with distinction from the University of Michigan Ross School of Business.

Read posts by Eric Head below.

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

Post-NRF Next Steps: 3 Things Retailers Need to Address in 2014

ForeSee NRF Multichannel Customer Experience

With the National Retail Federation’s (NRF) “Big Show”– a blitzkrieg of sorts, throwing the latest retail technology, toys, tips and strategies at attendees – behind us many of you may... More

What’s in Store for Stores

the future of in store customer experience

Are stores on their way to becoming purely distribution centers? If Amazon has anything to say about it, they are. Whether their delivery drones become a reality or not, Amazon’s... More

Categories: Retail Showrooming Stores

(P)research: The Fulcrum of Store and Mobile Analytics


Raise your hand if you’ve ever accessed a company’s website with your mobile phone before actually considering a purchase at a store location. Now, raise your other hand if you’ve... More