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

64

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