October 31, 2013 | The XM Blog

ForeSee’s 360-Degree View of the Customer Experience


Share on Facebook Share on LinkedIn Share on Twitter

Today marks an important milestone for ForeSee.

For 12 years, ForeSee has been providing measurement, intelligence, and actionable insights at the point of interaction between companies and their customers. And over the past few years we have complemented the valuable tactical approach with more strategic and operational metrics and insights to enable our clients to truly leverage superior customer experience as a competitive weapon in today’s multi-channel, multi-device marketplace.

ForeSee cx360 Multichannel Platform | Learn MoreWhile most metrics look within a single channel, the customer perspective spans across all company and brand touch points. Until today, it has been nearly impossible to measure and gain visibility across a customer’s complete experience as they traverse from touch point to touch point and from device to device.

With the introduction of ForeSee cx360 – our next-generation customer experience analytics platform, we lay the foundation for systematic, continuous expansion of new strategic, multi-channel capabilities in the months and years to come.

The platform we are announcing today complements our existing solutions by providing:

  • Multichannel Visibility across the various customer experience points, interactions and journeys – such as shopping, account management, sales and service interactions across digital, contact center, and in-location experience points with both immediate and longer term impacts on the overall customer relationship and lifetime value.
  • Multichannel Insights to understand how these dynamic interactions interrelate and impact one another.
  • A System of Multichannel Metrics to provide precise measurement and reliable intelligence for teams responsible for individual touch points, for line management responsible for operational excellence at a channel level and to inform brand-level and company level investment decisions.
  • Multichannel Benchmarks to illuminate relative performance versus industry and broader market expectations – not just within an individual channel but across a set of interrelated experiences.

We are very excited to unveil this powerful new platform and capabilities. Stay tuned for more information and updates in the coming weeks.

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

More by this author


Share on Facebook Share on LinkedIn Share on Twitter