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

The Truth About Your Customers: Multichannel Expectations

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Truth be told: your customers are multichannel, multi-device consumers of information who expect brands to deliver seamless experiences regardless of the channel in which they choose to engage. Another truth: multichannel customers are better for your business. How do we know? We have the data to back it up.   More

The Truth About Your Customers: The Website Experience Still Matters

Revealing the Truth about Customer Epxerience

One of the great things about working with over 1,200 clients across a wide variety of industries and sectors is all the data. Having access to so much data gives us unparalleled insight into the customer experience, allowing us to uncover some very important truths about your customers. And the truth is, today’s multichannel, multi-device customers are not very satisfied with the web experience.   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

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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

Voice of Customer Lessons Learned at the 2015 Answers Summit

Answers Voice and Vision of Customer

ForeSee helps people focus on the customer experience. It allows you to understand what your prospects and customers think about your website. The reason I enjoy their annual client Summit so much is a majority of the content is focused on clients sharing their stories about how they've used voice of the customer analytics to help them make decisions. You basically get an inside look of various marketing departments and how they make decisions. Looking back, here are 8 things that I will take away:   More