Act with Certainty

The ForeSee blog for CX professionals and the VOC community.

October 12, 2017 |

Why banks need innovation to know future consumer expectations

When it comes to banks getting a pulse on what their customers will want in the future, nothing seems as perplexing or challenging. Even calculating and conforming to liquidity cover ratio... Read More

October 5, 2017 |

The blind spot in the Walmart-Google partnership against Amazon | MediaPost

It's easy to see why some observers of the recent Walmart-Google team-up would see this as a huge equalizer in both companies' efforts to stay competitive with Amazon. But that's probably the last thing it'll do. If Walmart truly wants to gain ground on Amazon, it'll need to lead by improving its customer experience strategy rather than piggybacking on Google technology in exchange for precious customer data. In doing so, Walmart has a pretty huge blind spot in its logic for the deal that comes down to digital contribution — or the contribution each portion of the customer's journey that contributes to the overall sale. Below are a few insights showing why this is more likely to boost Google than help Walmart compete against Amazon... Read More

Categories: Insights,Retail
October 3, 2017 |

What CX — and CX Day — means to us

How important is customer experience (CX)? To use the word “vital” is putting it mildly: Buyers now use it as the critical gauge of a brand’s value and dependability. That in turn has made... Read More

Categories: Events
October 2, 2017 |

Our take on Forrester’s 2017 VOC Vendor Landscape Guide

The evidence of a relationship between customer experience and financial performance gets clearer every day. More and more, organizations realize the importance of collecting, measuring, and acting on Voice of... Read More

September 28, 2017 |

Predicting your customers’ future expectations: 3 key ingredients for banks

A view of the future isn't always easily understood, as is true for retail banks trying to understand the future expectations of consumers. Will mobile payments ever take off? How important are physical bank branches to millennials? And how do I respond to blockchain -- or should I? Fortunately, there is a way banks today can take a measured approach to understanding future expectations while avoiding utter confusion. Read More