Tag Archives: Case Stories

Contact Center: The Last Resort

Posted on May 9, 2013 Leave a comment

Last week we released our annual ForeSee Contact Center Benchmark where we take an aggregate look at customer satisfaction with our clients’ contact centers. Today, I want to take a singular look at how predictive customer experience analytics can help a company make informative, strategic business decisions regarding their contact center. A theme that often emerges from our client data is that the contact center is often not the first stop in a customer’s journey to try to accomplish their task – rather, it’s often a last resort.  It is a last chance to solve a problem, a last chance … Continue reading →

Posted by Joel Van Haaften | Tagged , , , | Leave a comment

The Strategic and Tactical Value of Customer Experience Analytics

Posted on January 10, 2013 Leave a comment
Customer Experience Analytics from ForeSee are both strategic and tactical

In my eight-plus years with ForeSee, I have often been asked for the best practices for leveraging customer experience analytics.  The answer is simple – your approach must use the data both strategically as well as tactically. My favorite example of this comes from a case study of one of our media/entertainment clients, PBS.  The main objective of their site was to increase viewer engagement with their television programming.  Their internal metrics showed that highly engaged visitors watched more video on the site, so they were looking into adding more video content and promoting it more prominently on the site.  … Continue reading →

Posted by Joel Van Haaften | Tagged , , | Leave a comment

Tablet Readers Don’t Want Interactivity?

Posted on December 19, 2012 Leave a comment
Measure the Tablet Experience with ForeSee

I came across a Mashable article, Tablet Readers Don’t Want Interactivity, Says Hearst President, by Lauren Indvik that just as perplexing as it was interesting. This is a perfect example of how helpful applying customer experience analytics could have been in forming a successful mobile app strategy. Here, Hearst proves that many people are building the wrong thing first and then discovering the fact too late—after tapping into precious resources. If they would have just simply talked and listened to their customers they would have saved the time, trouble, and money of dissatisfying them by building the right thing first. … Continue reading →

Posted by Eric Feinberg | Tagged , | Leave a comment

APP-etite for Success

Posted on September 17, 2012 1 Comment
ForeSee measures the in-app customer experence for iPads and other mobile devices

I’m sure you’ve heard us talk about how great our clients are. What makes them so great is that they get it. They totally get it. They understand the value of measuring the customer experience and recognize the impact a satisfied customer has on their company. Survival in this multi-channel, multi-device world ruled by the consumer and their mobile devices is determined by a company’s ability to understand their customers’ wants, needs, and expectations. This brings me to a client of ours that, like many media companies out there, provides opportunities for their audience to watch their favorite programming on … Continue reading →

Posted by Eric Feinberg | Tagged , , , | 1 Comment

BANG! POW! BAM! SessionReplay Saves the Day

Posted on July 12, 2012 Leave a comment
SessionReplay from ForeSee

We talk a lot about the Super Consumer around here, with their powerful voices, acute and refined hearing, cloning abilities, and unlimited knowledge. It’s all true – they’re out there and they mean business.  And, to top it off, they’re just a chiseled physique and a can of Shark Repellant away from a being considered real super heroes. I think, however, we forget to mention our own super capabilities, not to mention our understated charm and ability to help those in need. Although we’re not here to stymie the powers of the Super Consumer – they’re not the villains in … Continue reading →

Posted by Jeff Dwoskin | Tagged , , , | Leave a comment

Program Management the ForeSee Way

Posted on July 10, 2012 Leave a comment
Accurate, precise measurement of customer satisfaction from ForeSee

More than 600 companies and organizations around the world use ForeSee for a variety of reasons, including measuring the customer experience through various channels, such as web, mobile, social media, store, and contact center.  While it is not often talked about, some clients are finding value in using ForeSee for program or vendor management. Several ForeSee public sector clients use the business intelligence gathered via the ForeSee technology and analysis approach to manage their large-scale programs and ensure that a consistent (or minimum) level of service quality is delivered, while holding the various components within the program accountable.  These clients … Continue reading →

Posted by Michelle Hertz | Tagged , , | Leave a comment

Mirror, Mirror on the Wall

Posted on June 6, 2012 Leave a comment

Once upon a time there was a beautiful website. It had cool buttons, pictures of pretty people, and things that did things. People visited and gazed upon these things and were amazed. But when these people tried to buy something and couldn’t they got restless, grabbed torches and pitchforks and rose as one! But then realized they didn’t want to ruin their new computers so they put the torches and pitchforks down and filled out a survey instead. It’s a tragic tale – one we’ve heard many times before in Beauty and the Beast, Snow White, and Shrek. The moral … Continue reading →

Posted by Jeff Dwoskin | Tagged , , | Leave a comment

What’s Apparent to You May Not be What’s Causing Your Visitors Frustration

Posted on April 30, 2012 Leave a comment

Frustration is frustrating! In fact, analyzing why people are always frustrated tops my list of frustrating activities. Heck, I’m pulling my hair out as I write this, which is ridiculous based on how much I spend on Propecia. The real maddening thing is – especially for a business – regardless of your best intentions, there will always be someone finding fault with just about everything you do. As business leaders, if you’re entering the race to please everyone you better lace up those shoes (and tie them tight) because it’s one giant hurdle after another. And believe me, it can … Continue reading →

Posted by Jeff Dwoskin | Tagged , , | Leave a comment

The Good News About Bad News

Posted on April 2, 2012 Leave a comment

Bad news is inevitable, but it’s the one thing we all try to avoid hearing or talking about. We live with the notion that if we can couch bad news as is, it gives us the perception that the world is a better place. My brother had this one-liner that I think sums it up:  A doctor says to a family, “the surgery was a success, however, the patient died.” If you’ve ever waited in a tremendously long line with money or credit card clenched in your fist to purchase a hot commodity (concert tickets, the latest iPad, Tickle-Me Elmo) … Continue reading →

Posted by Jeff Dwoskin | Tagged , , | Leave a comment

Does Your Right Hand Know What Your Left is Doing?

Posted on March 15, 2012 1 Comment

It was going to be a great day. I could feel it. The sun was up, and so was I. I was feeling pretty good about the final touches I put on a new presentation. I was proud of it– not only was it a brilliant idea in my book, I loaded the presentation with all the bells and whistles I could muster – graphs, large fonts, bullet points, and bullet points supported by sub bullet points. Did I mention that the bullet points flew in from the side of the screen (that’s how you know they are really important)? … Continue reading →

Posted by Jeff Dwoskin | Tagged , , , | 1 Comment