Act with Certainty

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

How retailers can nail the ‘Buy Online, Pickup In-Store’ experience

BOPIS

For a variety of brick-and-mortar retail companies, there’s an expected practice of allowing customers to purchase products online that they later pick up at a nearby physical store. Nearly one-third... More

CMSWire: ‘5 Ways to Turn Customer Experience Data into Dollars’

CXdata-to-dollars

The following excerpt comes from the latest article written by ForeSee Chief Strategy Officer Lenny Nash, published on customer experience publication CMSWire. More

You have two ears and one mouth for a reason

Listen more

I’ve seen the CX analytics industry grow up. We now live in an “and” world, not an “or” world. Years ago, one or two technologies might get you by. But things are so competitive now, customers rightly demand so much, the expectation is great CX everywhere. It is a fact of life for analytics pros to have behavioral and attitudinal and other observational technologies... More

How Barclays’ obsession with happy customers started with data

Happy banking

When is being obsessed with customers the same as being obsessed with customer data? For Barclays, the London-based multinational banking and financial services company, the answer is all the time,... More

How to reward your team for improving customer experience

CX motivation

A version of this article first appeared on LinkedIn. For many leading brands, measuring the customer experience (CX) for the best possible results is no longer a big unanswered question.... More