Industry’s First CX Priority Index Tells Companies Exactly How to Prioritize Customer Experience Improvements to Increase Satisfaction and Revenue
Ann Arbor, MI (September 27, 2016) — ForeSee today announced ForeSee® CX Suite – the first solution that allows companies to manage all of their customer experience intelligence needs from one place. Building on ForeSee’s distinguished measurement model, ForeSee CX Suite consolidates customer experience measurement tools, data, and insights into a unified suite. Armed with a comprehensive view of their customers, executives can now be certain about how to manage and prioritize CX improvements and profit from customer feedback.
“Forward-looking companies know they have to get CX right – great customer experiences are a proven predictor of revenue, loyalty, and market share,” said ForeSee CEO Pete Daffern. “With our new suite, companies can identify and act on the most critical customer experience issues across all touchpoints and channels – all through one platform. Whether an executive is looking for top-level visibility on the go, or the day-to-day analyst is hunting for deep insights, everyone in the company can be armed with CX intelligence, eliminating the guesswork and platform-hopping that is common with competitive solutions.”
A Complete Suite to Manage the Customer Experience from One Place
With ForeSee CX Suite, companies can for the first time consolidate point solutions and customer feedback that is fragmented across business silos into a more complete view of their customer experience – filling a hole in the marketplace recognized by leading analysts. According to Jim Davies, Analyst at Gartner, “the fragmented landscape is not ideal for buyers seeking to gain a single view of the customer voice.”(1)
ForeSee CX Suite combines the company’s leading customer experience measurement methodology and applications into an integrated solution. Companies can capture and make sense of feedback across the entire customer journey – whether that feedback comes directly through structured surveys, opt-in feedback, or organic customer ratings and reviews. The initial release of the ForeSee CX Suite includes:
- ForeSee® CX 360 executive dashboard that highlights recommended priorities and a summary view of how a company is performing along the customer journey compared to industry and best-in-class benchmarks
- A new mobile application that provides on-the-go access to a daily feed of the voice of the customer, and key CX insights
- Case management and real-time notifications that allow users to open and track cases, support their teams, and close the loop with customers to increase satisfaction
- Text analytics that capture the key topics and sentiments that are important to customers, continuously and over time
“ForeSee CX Suite will give us one place to analyze, act, and collaborate on our customer feedback,” said Kevin Ertell, Senior Vice President, Digital at Sur La Table. “It’s tough to fully understand our customers’ experience in a self-service digital environment, and until now, it’s been on us to piece all the puzzle parts together. I can’t imagine how companies effectively manage their voice of customer programs without ForeSee.”
Prioritize Initiatives with New CX Priority Index
ForeSee is also introducing its Priority Index, a first in the industry that helps companies with the complex decision about how to prioritize investments in their customer experience. The Priority Index takes a company’s CX scores from every customer interaction point, as well as across the entire customer journey, and prioritizes the CX improvements that have the biggest impact on the business. Clients can model the outcome that those improvements will have on satisfaction, and therefore revenue, even before those changes are made. To give clients complete certainty, ForeSee also allows companies to compare themselves to peers and best-in-class companies across almost 200 million benchmarked experiences and 600 different benchmark categories.
Everyone, Everywhere Can Collaborate and Act on CX Intelligence
The ForeSee CX Suite is purpose-built for every role in an organization that is concerned with customer experience, including CEOs and senior executives, marketers, analysts, and location managers. The CX 360 Dashboard brings together customer experiences across all devices – mobile, desktop, tablet, and smartwatch – providing the right information to the right people at the right time. The new mobile application gives companies the freedom to access and act on important CX insights on the road, in the field, or in store.
(1) Gartner, Market Guide for the Voice-of-the-Customer Solutions, September 6, 2016
ForeSee helps organizations keep their customers happy and loyal. ForeSee® CX Suite allows companies to manage all of their customer experience needs from one place, capture the entire customer journey, and prioritize their most critical CX issues. Clients include more than 2,000 companies worldwide — in retail, government, financial services, and other industries — that have transformed their VOC programs into a strategic business discipline that delivers economic impact. Founded in 2001, ForeSee is headquartered in Ann Arbor, MI and has offices in New York, San Francisco, Mountain View, St. Louis, Cleveland, Vancouver, and London. For more information, visit www.foresee.com.