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BizReport : Ecommerce : November 01, 2013


Customer experience the focus of ForeSee platform

Following up on the trend of customer experience, ForeSee has launched a platform set up to help brands ensure a quality customer experience across channels. Called cx360, the platform includes executive portals, advanced analytics and insights geared to helping advertisers better understand how consumers are engaging across the online space.

by Kristina Knight

"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."

Through the platform brands can see how a customer experience at Retail Local A combined with an online visit to the brand's page may have influenced a purchase; company metrics also help retailers compare themselves to competitors.

"In a fast growing global business like Crocs, providing a great customer experience is an important driver of business results. As such, our company culture is totally centered on our customers," said John McCarvel, CEO and president, Crocs. "ForeSee provides us insights to inform our customer experience investments and visibility across our consumer touch points around the globe."

"As an experiential retailer, it is critical for Build-A-Bear Workshop to have a comprehensive view of our Guests. It is important that we understand what the drivers are for decision making, if our service model is elevating the brand experience and enhancing sales and most importantly, did our Guest enjoy their Build-A-Bear Workshop visit," said Sharon John, CEO and Chief President Bear, Build-A-Bear Workshop. "To do this, we rely on ForeSee because of their leadership in multichannel customer experience analytics."

The Crocs and Build-A-Bear franchises are two brands who have signed on early to the portal.

Tags: customer experience, ecommerce tools, ecommerce trends, ForeSee










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