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

7 Steps to Successful Government Customer Service

It takes a village to deliver great customer experience

In the public sector, anyone who is part of a team or program charged with delivering a great web experience, a positive interaction with citizens or potential donors calling your contact center or the developer who writes lines of code with the objective of allowing customers to access relevant, up-to-date information can be recognized as a customer experience professional. But meeting the needs and expectations of today's multichannel, multi-device consumers of information can be challenging. So how can public sector customer experience professionals keep up with the ever-increasing expectations of their customers? 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

2014 Holiday Shopping Trends:
The Early Returns Are In

2014 Holiday Shopping Trends

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. Retail Report, a multichannel, customer experience study that will be published in mid-December. The study will report customer satisfaction scores for the top 100 retail websites, top 30 retail chain stores and top 30 retail mobile experiences.

To date, we’ve collected more than 15,000 survey responses, and we’ll continue to collect data well into December. And while the results are still highly preliminary, we wanted to share a few interesting trends we see materializing across the different shopping channels we’re measuring. More

What B2B Companies Can Learn from the B2C Customer Experience

What B2B Companies can learn from B2C Customer Experience

Today, B2B and B2C consumers share significant similarities. They are sophisticated, omni-channel and have a strong set of expectations from the companies with which they do business. Their ultimate impression of... More

Another Day, Another Customer Experience Metric

foresee-cxa-methodology-whitepaper

It doesn’t matter where I go, there is always someone claiming to have the most important metric to assess the customer experience. Most of these “metrics of the moment” are... More