Case Studies

Case Study: House of Fraser

Analytics Are the Cornerstone of Customer Experience Improvement

House of Fraser’s multichannel retail organization didn’t have consistent customer experience metrics. This made it difficult to see the interconnected relationships between the contact center experience and other channels.

Using ForeSee cxMeasure for Contact Center, House of Fraser was able to connect the dots between specific issues to quickly identify and address the customer pain points that had a significant impact on customer satisfaction.