February 16, 2016 |

Customer Journeys: Easy to Define but Hard to Measure

Shoppers are migratory creatures. They consume content, comparison shop, make purchase decisions and share their opinions where and when it best serves them: on websites, in stores, at call centers,... Read More

December 8, 2015 |

2015 ForeSee Experience Index (FXI): Did Amazon Regain the Customer Satisfaction It Lost?

We’re in the home stretch of producing our annual commentary on holiday customer satisfaction with the web, mobile and store experiences from the top 50 U.S. and top 25 U.K. retailers. But we’re taking a breather long enough to give you a handful of early insights! Read More

November 19, 2015 |

2015 ForeSee Experience Index (FXI): Early Holiday Retail Insights

The holidays are a busy time at ForeSee! Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. For the past decade, we've surveyed holiday shoppers to discover which retailers give them the best customer experiences and which ones fail to deliver. Read More

January 15, 2015 |

Retail’s Future: Where Customer Experience and Employee Engagement Converge

The evolution of customer and employee expectations is impacting business results for all retailers in a big way.

We recently presented new research that quantitatively validates the causal relationship between retail store employee engagement and customer satisfaction--and how that relationship drives business results. Read More

December 29, 2014 |

2014 Holiday Shopping Trends: The Results Are In

Today’s release of The ForeSee Experience Index (FXI): 2014 U.S. Retail Edition marks the 10th year we’ve been using ForeSee’s proven customer experience measurement methodology to report on the current state of the retail customer experience during the holiday shopping season.

This year’s report takes a broader view of the marketplace, measuring the customer experience with the largest retailers in the United States as recognized by Internet Retailer’s Top 500 web and mobile commerce sites and the NRF Stores Top 100 Retailers. It’s been another exhilarating year of learning, and we’re excited about the emerging industry trends we’re seeing. Read More