February 22, 2018 | Lenny Nash

What’s the Big Deal about ForeSee’s CX Methodology?


Share on Facebook Share on LinkedIn Share on Twitter

It’s the dream scenario for any business decision maker: Knowing with certainty what impact an investment will have before you make it. Take this action, get this benefit. That kind of predictive insight is rare in business. Continue reading to learn more about ForeSee’s scientifically proven methodology for improving customer experience (CX).

How We Connect Experiences to Business Outcomes

Assumptions, hunches, and incomplete data sets drive too many CX decisions. We see it all the time. A retailer might see that customers give low ratings to their site’s navigation, so they invest in a redesign—only to find their satisfaction scores unchanged. Or a bank might make costly changes to a contact center process after receiving a slew of complaints but find the “fixes” only seem to increase user frustrations.

The ForeSee methodology takes the guesswork out of improving CX. Using proprietary algorithms and scientific rigor in data collection, we have the only methodology that takes experience measurements, ties them to satisfaction drivers, and predicts business outcomes.

Some methodologies simply provide a list of drivers and scores, leaving you to make decisions based on low-hanging and out-of-context data. Our cause-and-effect statistical modeling approach uncovers relationships among different metrics, allowing decision makers to prioritize investments that will have the biggest impact on the customer experience: Take this action, get this benefit—i.e., more return visits, fewer contact center calls, improved NPS, etc.

There is a science to CX, and ForeSee leads the discipline, providing deep diagnostic capabilities, actionable insights, and prescriptive guidance without equal in the industry.

The Multi-Layered Benefits of a Causal Methodology

At every stage of the process—diagnosis, prescription, prediction—our methodology gives clients accurate, reliable input that culminates into a clear view of future outcomes.

  1. Diagnosis: Understand “how you are doing” with valid, reliable, and sensitive CX measurements across all channels, as a snapshot, across time, and against competitors. You benefit from:
    • Accurate measurements
    • Meaningful data
    • Comprehensive metrics
    • Unmatched, comparable benchmarks
  2. Prescription: Pinpoint “what you should do next” by quantifying links between perceived experience and customer satisfaction to determine best course of action. You benefit from:
    • Prioritized improvement efforts
    • Impacts that are additive and comparable across groups
    • More efficient allocation of resources
  3. Prediction: Know with certainty “why you should act” with quantifiable insight into how changing a process, service, etc. will impact satisfaction and the bottom line. You benefit from:
    • Focusing on the dynamic quantification of change
    • An ability to predict key financial outcomes
    • Fact-based ROI calculation

Solving for the Value of CX: The ForeSee Methodology

Every business is competing on CX—so knowing where to invest for the biggest impact is invaluable information. We’ve spent more than 15 years helping thousands of companies measure, analyze, and improve the customer experience. Using our causal and predictive analytics framework, companies are able to evaluate business decisions, determine the best course of action, and predict future bottom-line outcomes—before making the investment.

Download our ForeSee Methodology white paper here if you want to learn more.

About the Author

Lenny is an expert in Voice of Customer solutions after having co-founded Market Metrix in 1997. He was CEO there and General Manager at Clarabridge following their acquisition of Market Metrix. He has written and been published extensively on how to improve customer satisfaction to drive business growth.

More by this author


Share on Facebook Share on LinkedIn Share on Twitter