|By PR Newswire||
|November 8, 2013 04:47 AM EST||
-- Multichannel customer experience analytics provide visibility and benchmarking across touchpoints to support better business decisions
LONDON, Nov. 8, 2013 /PRNewswire/ -- ForeSee, the global leader in technology-driven customer experience analytics, today announced the ForeSee® cx360SM platform, a multichannel customer experience analytics platform providing cutting-edge capabilities that help executives improve business results. The cx360(sm) platform is powered by precise voice-of-customer measurement, predictive analytics, and ForeSee's proprietary methodology.
New multichannel capabilities and technologies included in ForeSee's cx360SM platform are the first of their kind, and include:
- An executive portal that provides visibility into all measured touchpoints of a multichannel customer experience (i.e., contact centre, mobile, store, Web, social, email and relationship) in one place, with easy-to-understand visualisations and dashboards that make it simple to communicate performance and priorities to the executive level.
- Company level performance metrics from a customer relationship perspective and/or through the combined performance across channels and experience touchpoints, including single scores that provide a high-level view of the combined performance of more than one channel and touchpoint.
- Multichannel insights that shed light on the combined effect of experiences at different points of engagement as well as the dynamic interaction between touch points.
- Meaningful benchmarking to put an organisation's multichannel performance in context with competitors and peers.
"In a fast growing global business like Crocs, providing a great customer experience is an important driver of business results. As such, our company culture is totally centered on our customers," said John McCarvel, CEO and president, Crocs. "ForeSee provides us insights to inform our customer experience investments and visibility across our consumer touch points around the globe."
"As an experiential retailer, it is critical for Build-A-Bear Workshop to have a comprehensive view of our guests. It is important that we understand what the drivers are for decision making, if our service model is elevating the brand experience and enhancing sales and most importantly, did our guest enjoy their Build-A-Bear Workshop visit," said Sharon John, CEO and Chief President Bear, Build-A-Bear Workshop. "To do this, we rely on ForeSee because of their leadership in multichannel customer experience analytics."
"While most currently used metrics narrowly focus on individual channels, our clients are asking for a unified perspective across their multichannel enterprise," said John Williams, ForeSee's senior vice president of product and delivery. "In the coming year, ForeSee will continue to systematically deliver next-generation customer experience analytics capabilities to the market based on ForeSee's cx360SM platform, enabling business leaders to strategically invest in a superior customer experience and thereby gain competitive advantage."
A leader in multichannel customer experience analytics, ForeSee helps organisations worldwide evaluate the success of their multichannel initiatives, including 60 of the top 100 retailers, six of the top 10 banks, 200 government agencies and departments, and more. The company has conducted more than 100 million multichannel customer experience surveys on behalf of organisations including AutoTrader.com, House of Fraser, British Airways, DFS, TUI, Build-A-Bear Workshop, Crocs, Forbes, LG Electronics, Nikon and many more.
Today's expansion of ForeSee's cx360SM platform, including the release of the multichannel benchmarks, is the first release of several ForeSee is planning in order to provide increasing support to organisations seeking to understand and improve the multichannel customer experience.
As a pioneer in customer experience analytics, ForeSee continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritize improvements for maximum impact. Because ForeSee's superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are able to drive future success by confidently optimizing the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit www.foresee.com for customer experience solutions and original research.
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