ForeSee today introduced the ForeSee cx360 platform, a multichannel customer experience analytics platform to help executives improve business results. ForeSee cx360 is powered by precise voice-of-customer measurement, predictive analytics, and ForeSee's proprietary methodology.
New multichannel capabilities and technologies included in ForeSee cx360 include the following:
- An executive portal that provides visibility into all measured touch points of a multichannel customer experience (i.e., contact center, mobile, store, Web, social, email and relationship) in one place, with visualizations and dashboards to communicate performance and priorities to the executive level.
- Company level performance metrics from a customer relationship perspective and/or through the combined performance across channels and experience touch points, including single scores that provide a high-level view of the combined performance of more than one channel and touch point.
- Multichannel insights that shed light on the combined effect of experiences at different points of engagement as well as the dynamic interaction between touch points.
- Meaningful benchmarking to put an organization's multichannel performance in context with competitors and peers.
"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 a statement. "In the coming year, ForeSee will continue to systematically deliver next-generation customer experience analytics capabilities to the market based on ForeSee's cx360 platform, enabling business leaders to strategically invest in a superior customer experience and thereby gain competitive advantage."
Today's expansion of ForeSee's cx360 platform, including the release of the multichannel benchmarks, is the first release of several ForeSee is planning to support organizations seeking to understand and improve the multichannel customer experience.