ForeSee Introduces New Multichannel Customer Experience Capabilities
ANN ARBOR (WWJ) -- The Ann Arbor customer experience analytics firm ForeSee Thursday rolled out a new product called the ForeSee cx360 SM platform.
ForeSee says the cx360SM 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 cx360 SM platform 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.
* Meaningful benchmarking to put an organization's multichannel performance in context with competitors and peers.
"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."
ForeSee says its customer list includes AARP, Allstate, AutoTrader.com, Bass Pro Shops, Bissell, Build-A-Bear Workshop, Crocs, Dick's Sporting Goods, Eddie Bauer, Forbes, LG Electronics, Nikon, Oppenheimer Fund, Sears, Select Comfort, StubHub, The Weather Channel, Zillow.com and many more.
And the company said the expansion of ForeSee's cx360 SM platform, including the release of the multichannel benchmarks, is the first release of several ForeSee is planning in order to provide increasing support to organizations seeking to understand and improve the multichannel customer experience.
More at www.ForeSeeResults.com.
