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ForeSee introduces new multichannel customer experience capabilities

October 31, 2013

ForeSee today introduced the ForeSee cx360 SM platform, a multichannel customer experience analytics platform providing cutting-edge capabilities that help executives improve business results. The ForeSee cx360SM platform is powered by precise voice-of-customer measurement, predictive analytics, and ForeSee's proprietary methodology, the company said in a press release. 

New multichannel capabilities and technologies included in ForeSee's cx360 SM platform are the first of their kind, according to the company, and include:

• an executive portal that provides visibility into all measured touch points of a multichannel customer experience (i.e., contact center, mobile, store, Web, social, email and relationship) in one place, with easy-to-understand visualizations 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 touch points, including single scores that provide a high-level view of the combined performance of more than one channel and touch point;
• 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; and
• meaningful benchmarking to put an organization'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 at 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 cx360 SM platform, enabling business leaders to strategically invest in a superior customer experience and thereby gain competitive advantage."

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