CX with CertaintyMeasuring and Improving the Customer Experience
Client logo
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Improving customer experience is the front line in today’s battle for business growth.
say CX is their #1 competitive weapon Source: Gartner
89%
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But many companiesstruggle to get thevoice of the customer right to guide theirCX improvements. 71%
of CX professionals say their programs are failing
to improve customer experience
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Why are efforts to hear the voice of the customer failing?
Good enough is ok
Guesswork
False positives
Erratic
Inconsistent
One-size-fits-all
Impulse-driven
Point-in-time
Haphazard
FINANCE SUPPLY CHAIN
MANUFACTURING SALES
Would you run any other part of your business without certainty?
The CX Imperative
Run VOC as a strategic, rigorous competency and business discipline.
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Imagine a world where you….
Know with certainty the effectiveness of all your CX efforts over time,
compared to best standards in your industry, and across all industries.
Imagine a world where you...
Know with certainty that you are hearing the full voice of your customers across all channels.
Imagine a world where you...
Know with certainty where investments and changes to improve CX will have the biggest impact…
and what the outcomes will be…before you make them.
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These companies are transforming their CX with certainty
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The key to better customer experience
VOC Surveys VOC Measurement
Business discipline, suite
Predictive
Algorithmic certainty/accuracy
Benchmarks
Fragmented process, DIY tool
Rear-view
Guesswork/automated mistakes
Limited context
The only patented and systematic approach to bring certainty to your CX improvements
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ForeSee Across the Customer JourneyResearchAwareness Consideration ServiceReceipt SupportPurchase
EducateInfluence Affirm Repeat PurchaseRetentionFulfillment LoyaltySell
Customer
Business
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ForeSee Across the Customer JourneyResearchAwareness Consideration ServiceReceipt SupportPurchase
EducateInfluence Affirm Repeat PurchaseRetentionFulfillment LoyaltySell
Gift Registry
Cart Abandonment
Post-visit Checkout Abandon
Browse Email EmailNewsletter
Purchase In-store Fulfillment
Self-serviceSupport
Return Rewards
Delivery Fulfillment
Customer
Business
Benchmarking
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ForeSee Across the Customer JourneyResearchAwareness Consideration ServiceReceipt SupportPurchase
EducateInfluence Affirm Repeat PurchaseRetentionFulfillment LoyaltySell
Gift Registry
Cart Abandonment
Post-visit Checkout Abandon
Browse Email EmailNewsletter
Purchase In-store Fulfillment
Self-serviceSupport
Return Rewards
Delivery Fulfillment
Customer
Business
FXI Score Your Industry All Industries
7285 65 727285 72 72727272726565 6573 77 7973 79797979 797979
70 80 7871 77817676 818181
73 83 8070 81787777 787878
Benchmarking
81 71 68 69 7582 69 71717571686266 68
82 71 60 70 7283 73 70707273756664 65
Our Methodology Connects Attitudes with Outcomes
“ForeSee’s methodology and solution work like magic.”
SATISFACTIONFUTURE
BEHAVIORS
CONVERSION
RETENTION
LOYALTY
WORD-OF-MOUTH
Ivy ChinSr. Vice President
EXPERIENCE &EXPECTATIONS
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76
70
74
81
SCORE
81
70
78
71
73
SCORE
Delivering business impactOur predictive analytics model
0.3
0.6
1.2
0.5
2.2
IMPACT
4.0
2.2
3.3
2.5
3.5
IMPACT
A 1-point improvement in CXcan have a multi-million dollar impact.
BUY ONLINE
BUY OFFLINE
RECOMMEND
RETURN
BRAND CONFIDENCE
OutcomesOutcomes of the Customer Experience
WHAT OUTCOME DOES IT IMPACT?
79.30 100
70.2
WHERE AM I RIGHT NOW?WHERE SHOULD I BE?
PATENTED
FXI SCORE
LOOK AND FEEL
NAVIGATION
IMAGES
PRODUCT INFO
PERFORMANCE
LeversDrivers of Satisfaction
WHICH LEVERS SHOULD I PULL?
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We Have a Unique Approach to Meeting Client Needs
“ForeSee’s predictive technology is critical in our decision-making process …. At the end of the day ForeSee tells us what we should do and why we should do it ….”
Robb CollinsSenior Manager, E-Commerce
Methodology
Technology
People321
Priority Maps help visualize where to take actionEvery decision tied to economic impact
Status Quo Required Maintain or Improve
Monitor Top Priority
I M PA C T
PE
RF
OR
MA
NC
E
Product Info
Navigation
Images
Look & Feel
Performance
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Behavior FeedbackSentiment Loyalty
Market ResearchUsabilityEngagement
Analyst Benchmarks
Customer Effort ScorePositive/Negative
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Answering Critical Questions for Key Stakeholders
“Are we informing other customer-facing teams
of our changes?”
“Why are folks bouncing from
the site?”
“How much does one channel experience contribute
to the next?”“Why am I not converting more?”
“How efficient are we?”
OMNICHANNELWEBSITE
“Why aren’t we upselling
more?”
MOBILE
“Does our mobile experience help or
hurt my brand?”
“What can I do to capitalize on the shift to mobile?”
“It’s becoming rare that our customers interact with our brand only on the website or only in our stores. If we analyze customer satisfaction data solely in a channel-specific way, we will never get the complete picture—and the complete picture is very important to us.”
Sharon Price JohnCEO and Chief President BearBuild-a-Bear Workshop
“With ForeSee, we were able to show that our channels weren’t cannibalizing each other. They were supporting each other.”
Steve FryerDirector of Guest ServicesDisney Consumer ProductsDisney Store
“When you move from Internet banking to mobile banking, many banks say, ‘Okay, we can just take our Internet processes and copy it to mobile.’ That’s not how it works,” he tells Fortune. “It’s a completely different experience, with different expectations. It sounds very simple to offer easy banking, but there’s a lot to it.”
Ralph HamersCEO, INGFortune, November 17, 2014
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Measure Kit: Understand a Variety of Digital Customer Experiences
• Lifecycles and sites (on exit)• Events and functions (on action)• Personas and segments (screener logic)• Feedback link
WEB INTERCEPT
• Capture experiences on: apps, m. sites, t. sites
• Actions, time, use• Feedback link
MOBILE INTERCEPT
• Purpose-built invite and survey instrument• Model, custom and open-end questions• Approximately 90 seconds (mobile)• 12-15 questions (mobile)
CONFIGURABLE SURVEY &
CONTINUOUS DATA COLLECTION
• Device type, screen size• Browser, operating system
(e.g., Android, iOS)
SEGMENTATION VIA DEVICE
ATTRIBUTES (Mobile)
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Replay: Visualize Interactions to Improve Online Experiences
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Survey DemonstrationFLEXIBLE DEPLOYMENT OPTIONS
Intercept for m. and mobile apps
Representative samplingInvitation in session
Trigger for mobile apps and websites
Days since downloaded
Significant events
Survey deployment options
In-session surveyOn-exit survey
Post-visit survey
Feedback for m. and mobile apps
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Closing the Loop
Customer Interaction ConfigurableSmart Thank You Pages
Overall Satisfaction < 6
Customer Smart Thank You Pages
Employee Alerts and Notifications
Likelihood to Recommend > 8
Technical Issues = Yes
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Satisfaction Insight Review (SIR)
Surfaces key insights based on multichannel customer experiences
Provides recommendations based on your business goals and high-value improvement opportunities discovered from in-depth analysis of your customer experiences
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Usability Audit Review (UAR)
Top 10 Usability Issues
Detailed usability analysis targeting implications for both your site visitors and your organization
Recommendations to make specific changes to company site
Why forward-thinking CX executives choose ForeSee
KnowThe Future
Act with Certainty
ContinuallyOutperform
Most Experienced CX Partner
The ForeSee CX Suite: CX with Certainty
Client Success
Strategic Insights
Apps & Tools
Partner & Custom
Apps
CX Measure
Kit
Case Management
Survey Builder
PlatformMethodology – Measures – Benchmarks
Platform Components
Data Store
Unified UX
API
Manager … Analyst Executive
Data Collection
APIs
Dashboard Mobile Apps BYOAd Hoc ReportingAlerts
Ratings Plus
Web Mobile Location Contact Center
OnlineChat Social
Feedback Text AnalyticsReplay
ForeSee by the Numbers
2000global customers
50%of fortune 100 are customers
70%
of the IR100 are customers
15years of thought
leadership
40%yoy growth over company history
175Mbenchmarkable
experiences
Knowing the full VOC delivers proven economic
impact.
You wouldn’t run any other part of
your business without certainty.
CX certainty requires a patented
and systematic approach.
Client Success
Our People Unleash Insights That Guide Decisions
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Your Goals:We build a unique measurement solution based on your strategic and tactical goals.
Our Insights—Driven by People:We partner throughout the relationship and supplement your team.
Every ForeSee client is assigned a CX Analyst. We have over 100 of them. This provides you with ongoing consultation, access and in-depth Satisfaction Insight Reviews.
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Client Success—An Extension of Your Team … Bridging Data to Action
Clarify expectations
Define key metrics and clearmeasurement goals
Identify Business Objectives
Ensure quality in every phase and deliverable
Project Management
Review early findings
Collaborate on recommendations
Client Consultation & Analysis
Answer your questions
Communicate high-value insights
Recommendations
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Satisfaction Insight Review (SIR)
Surfaces key insights based on multichannel customer experiences
Provides recommendations based on your business goals and high-value improvement opportunities discovered from in-depth analysis of your customer experiences
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Hybrid Satisfaction Insight Review
Hybrid Insight Review (Satisfaction Insight Review + Usability Audit Review)
Recommendations driven by a review of your customer satisfaction story and a usability perspective of your site (up to 5 UX issues)
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Tribrid Satisfaction Insight Review
TIR - Tribrid Insight Review (SIR+UAR+cxReplay)
Review of customer satisfaction story with recommendations from the usability perspective – includes replays of customer experiences to reinforce findings (up to 5 UX issues)
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Content, style and frequency
varies by client.
Repeatable—data updates. Example comment:
42% of respondents came to abccompany.com
for the first time and report a satisfaction score
of 76 (+2 pts vs. last year).
18% came to make a purchase during
their visit and were 3 points more satisfied
than last year.
Scorecard with Commentary
Initial setup can include timeframe
comparison, however the timeframes must be consecutive—updates will only be made to current time period.
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Competitive Usability Audit Review
Top 10 usability issues
Detailed usability analysis of targeted section / functionality of your site plus 1-3 competitor sites
Recommendations to make specific changes to the site
Overview of the competitive landscape
SWOT analysis
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Prototype Review
In-depth heuristic review of 3 template wireframes or comps (or combination of both)
Recommendations to make specific changes to the proposed redesign
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Modular Audit
In-depth heuristic review of logically related processes, including 2-6 sections or functions
10 usability issues for each focus area
Detailed recommendations to make specific changes to company site
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Site Audit
Top 10 usability issuesper focus area
Detailed usability analysis of logically related processes, including 7 or more sections or functions
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Project Scope & Planning
SurveyDeployment
Analysis & Recommendations
Actionability & Communications
We Make It Easy for You
FORESEE
Confirm objectivesUnderstand stakeholders
Survey design/testing
Appropriate survey triggersRemindersMonitoring
Apply model(s)Analysis
ID impacts & prioritiesPrescriptive
recommendations
For core teamFor leadership
YOU
Share goalsInform of any
unique expectations
Surveyimplementation
Be available for feedback and briefings
Gather stakeholdersCollaborate
RESULTS
AlignmentProject kickoff
Representative collection of in-channel or multichannel
customer experiences
Consultation/reportingQuantified impacts
ID potential engagement initiatives
CredibilityFocus
Defendable recommendations
Clie
nt T
eam
–
Ong
oing
Acc
ess
to C
onsu
ltatio
nC
lient
Tea
m –
O
ngoi
ng A
cces
s to
Con
sulta
tion
Access To YourCustomer Experience Insights
The Executive Portal:VOC Visibility Across Channels
Executive Portal—Visibility Across All Measured Touch Points
Obtain a high-level view of your critical customer experience metrics across every measured touch point.
Quickly view and share intuitive customer experience dashboards.
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The Advanced Analytics Portal:Dive Deeper into Your VOC Data
Advanced Analytics Portal—Helping Prioritize Action
The Advanced Analytics Portal provides deep-dive access to your customer experience data.
View your performance in context with over 150 industry and sub-segment benchmarks.
Leverage ForeSee’s flexible API and custom-built integrations.
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Benchmarks Enable You to View Your Performance in Context
Set performance goals and measure improvement with ForeSee’s 150+ industry and sub-segment benchmarks.
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Insights On the Go
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Data Access and Portability
Flexible IntegrationLeverage our API or one of our custom-built integrations (i.e., Salesforce.com, SiteCatalyst, Google Analytics) for quick and easy access to your VOC data.
The only patented and systematic approach to bring certainty to your CX improvements
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