Delivering Actionable Voice of Customer Data for Companies Including Constellation, Citizens Energy Group, DTE Energy and Southern California Edison
ANN ARBOR, Mich. (November 16, 2017) — ForeSee, the leader in Voice of Customer (VOC) solutions, today announced a new solution to help utility and energy companies prioritize investments across the customer journey for maximum business impact. The new industry solution, an extension of the award-winning ForeSee CX Suite®, is built on the company’s partnership with leading energy and utilities clients including Citizen Energy, Constellation, DTE Energy, and Southern California Edison. As a leader in customer experience (CX) intelligence, ForeSee works with 25% of the Fortune 500 energy and utilities companies.
The focus on CX as a competitive lever comes as energy and utility providers are under increasing pressure to maximize customer and business value. More than half of CX leaders recognize a positive correlation between customer experience or satisfaction and financial or business impact, according to a recent survey from Gartner. For providers, the ForeSee CX Suite provides a proven model for CX measurement that identifies the real drivers of customer experience as it relates to business outcomes in both regulated and deregulated environments.
“Customer satisfaction is important to everyone in our organization, said Mike Strohl, Senior Vice President and Chief Customer Officer for Citizens Energy Group. In keeping with our mission, we believe it’s a moral imperative for us to deliver a higher level of customer satisfaction or customer loyalty because we’re a monopoly.”
“Energy consumers increasingly look to their providers for new tools or data to help them manage their energy usage and save money, “ said ForeSee CEO Pete Daffern. “Providers that use VOC to innovate the customer journey will have a distinct competitive edge. ForeSee’s proven model and decisive approach to CX measurement can help boost the bottom line for energy and utility providers.”
ForeSee’s new energy and utility solution helps companies accurately quantify customer pain, prioritize improvements that optimize the journey, and even, eliminate or reduce wasteful interaction:
- Measure CX to optimize the customer journey: leveraging a cross-channel measurement bundle that collects voice of customer insights across the energy and utility customer journey, including: non-authenticated and authenticated sites, mobile app, IVR, chat, agents, technician visits, statements, and alerts calibrated with continuous CX benchmarking.
- Sharpen CX analysis for effective action: strategic segmentation analysis, and a consolidated suite of CX tools, including ForeSee Text Analytics, ForeSee Replay and ForeSee Case Management.
- Connect CX data across the business: integrations with behavioral analytics, organizational hierarchies for front-line technicians and agents, social, CRM, billing, metering, contact center, field service, loyalty, and other internal/external
ForeSee offers specific industry solutions for Energy & Utilities, Government, Retail, and Financial Services to help organizations listen, capture, measure, and benchmark customer feedback – across web, mobile, store or locations, and contact centers. ForeSee is the CX partner of choice for 25% of Fortune 500 energy providers, 70% of the Internet Retailer (IR) 100, 90% of U.S. government executive branch departments, 8 of the top 10 retail banks worldwide (and half of the top 50), and thousands of other companies and organizations.
ForeSee pioneered customer experience intelligence in 2001 and has become a recognized
leader in Voice of Customer (VOC) solutions. The award-winning ForeSee CX Suite helps more
than 2,000 companies worldwide transform their VOC programs into a strategic business
discipline that delivers economic impact. Only ForeSee offers a rigorous scientific approach to
customer experience measurement, access to an unmatched 200 million benchmarked
experiences, and actionable insights from a team of expert analysts that give certainty to
CX improvements. ForeSee is headquartered in Ann Arbor, MI and has offices in New York;
Washington, DC; St. Louis; Cleveland; San Francisco; Vancouver; and London. For more
information, visit www.foresee.com.