Act with Certainty

The ForeSee blog for CX professionals and the VOC community.

April 13, 2018 |

Customer Loyalty: How to Achieve the Customer Experience Golden Rule (Part II of series)

This post was originally published on LinkedIn on April 10, 2018. Part II of my series on Customer Loyalty through Customer Experience Best Practices. See Part 1 here In achieving customer... Read More

Customer Loyalty: the CX Golden Rule, Magic Metrics, and the AI connection (Part I)

This post was originally published on LinkedIn on April 5, 2018. A recent conversation on minimizing customer churn ultimately led to the question “what’s the single most important measure we... Read More

April 12, 2018 |

Who’s Winning on Retail NPS? Our New Report Ranks 50 Leading Brands

There’s a lot riding on your Net Promoter Score℠: It’s a closely watched KPI that drives retail strategies and influences how your brand invests its resources. Just out today, the... Read More

Categories: NPS,Research & CX Data
April 3, 2018 |

The ROI of CX

One finding from our new Utilities CX Insights report really stands out: Eighty percent of people said that they’d be willing to forgo the call center completely if utility providers... Read More

March 30, 2018 |

Data-Driven Design Series, Part IV: Predictive User Testing

Stop guessing and start knowing: A successful site design, at its core, ensures its users can effortlessly complete the tasks they've set out to accomplish. When following a Voice of Customer (VOC) data-driven approach, user feedback, combined with our predictive methodology, can not only tell you if a design works, but can help you quantify the effect of the change on your user. Read More

Categories: Research & CX Data
March 20, 2018 |

Data-Driven Design Series, Part III: Pre-Design Analysis

Design with intention: Finding and Keeping What Works The previous post in our series examined the importance of attitudinal data and creating a detailed test plan based on user-centered KPIs. Here... Read More