Act with Certainty

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

About Eric Feinberg

Eric drives ForeSee’s marketing strategy, working closely with the company’s product, client service, and sales teams to infuse innovation and operational excellence into its offerings. Since joining ForeSee in 2004, he has contributed to the organization’s strategic growth, particularly providing leadership around mobile solutions. He is the author of several of the company’s thought leadership studies, including the 11th annual ForeSee Experience Index (FXI) and the American Employee Study. Eric is a frequent speaker on customer experience analytics, and marketing best practices. He is a board member of the Digital Analytics Association (DAA) and an adjunct professor of mobile marketing at the University of California, Irvine Extension. Previously, he worked as a web analyst, multichannel strategy consultant, usability specialist and focus group moderator. Eric is a graduate of the University of Michigan.

Read posts by Eric Feinberg below.

Retail isn’t at a tipping point, it’s at the beginning of an omnichannel revolution

Omnichannel Measurement

Plenty is currently being discussed in business circles and financial publications about the state of the American retail industry, which is experiencing a big shift in operations and strategies toward... More

Categories: Insights Retail

3 lessons on the importance of CX measurement from Amazon’s Jeff Bezos

Customer Experience Measurement

The concept of Customer Experience (CX) for many is still associated with old adages like “the customer is always right,” but that’s been changing for a decade now. And over the next few years, you’re likely to hear CX measurement and CX Intelligence much more frequently as businesses become aware of things that business leaders like Amazon CEO Jeff Bezos has known from the start. More

Digital Contribution Champion: Home Depot leads when it comes to BOPIS

BOPIS Digital Contribution Measurement

Any company interested in strengthening a strategy for BOPIS, or Buy Online, Pickup In Store, will need to ditch traditional conversion metrics in favor of measuring digital contribution. More

Categories: Insights Retail

Walmart’s poor overall customer experience made it no great value for Buffett

Some business publications are reporting that Warren Buffett’s recent decision to unload $900 million worth of Walmart stock has signaled the slow death of retail as we know it. This... More

Categories: Insights Retail

CX Resolutions: 5 ways to make customer experience standout this year

It’s a new year, which for many also brings a strong resolve to make significant improvements or achievements during the following 364 days — or in other words, New Year’s... More

Categories: Insights