Measuring Right, Making a Difference: The State of 2012 and Beyond

ForeSee President & CEO Larry Freed

By Larry Freed

Well, we closed the books on yet another year. And let me tell you, we had another pretty good year in 2012.  By most people’s standards every year since we started ForeSee in 2001, has been a great year.

I could sit here and tell you about the consecutive quarters of revenue growth (since we were formed) and the outstanding customer renewal rate, our new technology and products, and our ever-expanding staff. But I won’t (that’s what this link is for).

ForeSee BlogBut what makes a company great is not looking back, but looking forward.  If you stand still you lose.  We must keep growing, keep innovating, and keep pushing the envelope farther.

2013 is a year that will be filled with excitement.  We are committed to keep improving our products and our technology and the value we bring to our customers.  Some areas of focus for us in 2013 include:

  • Channel-Specific Customer Experience Analytics. To remain the best-in-class solution for measuring the customer experience, we will continue to invest in technology that helps our clients measure and improve the customer experience across websites, stores, contact centers, and mobile experiences.
  • Cross-Channel Customer Experience Analytics. Our clients want to know how a customer’s experience in one channel impacts their behavior or attitudes in another channel. In 2013, we will continue to extend our ability to provide measurements and insights across all channels – to better illuminate the interaction and interplay between and among touch points, and help companies better serve their customers.
  • Omnichannel or Brand-Level Customer Experience Analytics. ForeSee will also continue to invest in improvements that will help clients better understand how individual in-channel measurements add up to an overall, cumulative, brand-level view of an organization – and provide a holistic view of all interactions in order to ensure a consistent experience that will ultimately benefit customers and improve their brand loyalty.
  • Integration and Support for the Analytics Ecosystem. We pride ourselves on the ability to bring together disparate elements of the analytics ecosystem (behavioral, attitudinal, and observational analytics, among others) to improve the customer experience across all channels. The whole is greater than the sum of its parts: By integrating customer experience metrics with other data sets, metrics, and KPIs, we can expand the value clients get from understanding the customer experience.

And of course we will have a few surprises along the ways as well.

Being successful goes beyond having the best and greatest products; it’s about investing in people – growing the best team. So far, we’ve been pretty lucky at ForeSee in hiring some of the best people in the market to lead this company forward.  It is truly an honor to be able to work alongside the ForeSee team.

I think I say this every year, I guess because I love my job. But it’s a great time to be doing what we do. We’re already in the full swing of 2013 and I couldn’t be more excited.

Share This Post:

Tagged , , | Bookmark the Permalink