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

I Spy Something Blue and Black: Perception Versus Science

dress-feat

Which side of the great dress debate did you argue last week: white and gold, or blue and black? How could something that seemed so obvious to so many be so controversial? As many of us learned, color perception can depend on such factors as how our eyes receive light, how our brains process information, the brightness of the room in which we saw the image, the appearance of other items on the computer screen we viewed and more. In other words, it’s complicated. Consider, then, how much more complicated it is to accurately “perceive” the multichannel customer experience. More

Achieving Customer Experience Excellence in Digital Government

The ForeSee E-Government Satisfaction Index (q4 2014)

It takes a village to deliver a great customer experience. Today’s release of The ForeSee E-Government Satisfaction Index (Q4 2014) highlights the importance of consistency in customer service for government agencies and outlines steps government customer experience professionals can take to achieve customer experience excellence with today’s multichannel, multi-device citizens. The report also reveals citizen satisfaction scores for 100 federal department, agency and program websites and the latest ForeSee Mobile Federal Government Benchmark. More

ForeSee Client Disney Talks Omnichannel Retail Success

foresee-disney-client-spotlight

Delivering a great omnichannel experience--one that transcends individual touch points and consistently delights your customers--is no easy task. But it becomes much easier when your customer experience data provides actionable insights to help you drive meaningful change. That’s exactly what our client, Disney, has done--and continues to do--and you’re invited to learn more in our upcoming webinar, “Omnichannel Success: How Disney Offers Guests a Unified Customer Experience” on Thursday, February 12 at 11:00 a.m. PST / 2:00 p.m. EST. More

Our Award-Winning Voice of Customer Technology: Present and Future

ForeSee Voice of Customer Technology

Answers recently ranked 11th on Forbes’ 2015 list of America’s Most Promising U.S. Companies for our continuous innovation in enabling brands to harness the voice of their customers to continuously improve their products and services. We’re proud to be named to this list, and wanted to share a few highlights from the past year that helped us get there. More

Are You Working to Improve Customer Satisfaction? Or Are You “Chasing the Score”?

Are you improving customer satisfaction? Or just "chasing the number"?

We see more and more premier brands realizing the importance of robust and scientific customer experience analytics when it comes to understanding today’s complex omnichannel consumers. In fact, more premier brands than ever are partnering with ForeSee to gain powerful customer experience insights. But with more brands paying attention to the customer experience, shouldn’t average customer satisfaction scores be increasing? Because they aren’t. More