Act with Certainty

The ForeSee blog for CX professionals and the VOC community.

August 31, 2017 |

VOC Leaders: TransPennine explains why it pays to measure customer satisfaction (video) 

TransPennine Express is a train operating and transportation company with services between the major cities north of England and Scotland. We recently sat down with TransPennine Innovation Manager Colin Kelly to discuss how his organization... Read More

Categories: Client Voices
August 29, 2017 |

A source of stability: Citizen satisfaction with E-Government increases in Q2 2017 (Report) 

We live in an era of divided opinions, much of which was amplified in the last presidential election. You need only glance at news headlines on any given day for confirmation. And for many citizens, myself included, this means a great deal of uncertainty with our government. While stability may seem hard to come by, nothing further could be true when it comes to citizen satisfaction with E-Government according to our latest research. Read More

August 25, 2017 |

Experience is paramount: Why the ‘Great Retail Apocalypse’ is overblown

The changes in retail have been labeled an apocalypse more than once, but as I’ve said in the past – this is far more about responding to behavior changes and... Read More

Categories: Insights,Retail
August 21, 2017 |

How listening to customer feedback can help you maintain your place at the top | Forbes

Getting to the top of your industry is no easy task, but staying there is a whole different ballgame. Those at the top do, however, have one thing in common: They understand the value of a winning customer experience (CX) strategy, and they measure it effectively to produce a CX currency that can be utilized by executives and team members at every level of the company. Read More

Categories: Insights,Retail
August 14, 2017 |

How a broader view of the doctor experience can augment big pharma’s salesforce 

Traditional business models are being disrupted left right, and pharmaceutical sales is certainly no exception. To help navigate this sea of disruption, big pharma would do well to focus on gaining a broader view of the digital experience from the perspective of prescribing doctors. But first, we should understand how and why the industry is changing. Read More

Categories: Healthcare,Insights
August 9, 2017 |

5 fintech trends disrupting retail banking (and how banks can fight back) | The Financial Brand

Pretty much everyone agrees on this: Millennials don’t find traditional banks very appealing. In fact, the vast majority of Milliennials (71%) would prefer to visit the dentist than a bank. So it’s no wonder that a wave of new fintech apps and services have so easily found the traction that they have. The success of fintech startups has been largely drive by their ability to capitalize on Millennials’ dissatisfaction, allowing consumers to sidestep traditional banking providers if/when their expectations aren’t met. Read More