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Company: ForeSee, Ann Arbor, MI
Entry Submitted By: Davies Murphy Group
Company Description: ForeSee is a leader in multichannel customer experience analytics. The company measures customer satisfaction across channels (in-store, Web, mobile, contact center, social). Its technology and methodology show where to prioritize improvements to most positively impact customer satisfaction and the bottom line. The result is better business for companies and a better experience for consumers.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Sales or Customer Service Solutions Technology Partner of the Year

Nomination Title: ForeSee: Helping Companies Improve the Customer Experience Across Channels

Tell the story about what this nominated organization has achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

ForeSee (www.foresee.com ) is a pioneer and leader in customer experience analytics– helping companies measure customer satisfaction across channels (in-store, mobile, Web, contact center, social). With ForeSee’s analytics/analysis, companies can see how they’re doing, what they should do differently, and what impact those changes will have– on the customer experience (CX) and bottom line.

ForeSee’s impact has been astounding. Since July 2012 (date requested on application), ForeSee has helped customers save hundreds of millions of dollars– with those companies identifying/implementing changes that have forged a measurably better experience for their own customers. ForeSee firmly believes that companies can’t manage what they don’t measure, and in June 2013, achieved an important milestone: collecting the 100 millionth customer satisfaction survey on behalf of clients.

ForeSee works with 60 of the top 100 retailers, 200 government agencies/departments, six of the top 10 banks and more, and recently achieved its 11th consecutive year of revenue growth of 20+%. In 2013, ForeSee announced new/expanded relationships with Alaska Airlines, Comcast, Kohl’s, Medicare.gov, the National Cancer Institute, PNC Bank, Stream Energy and more.

Stream Energy was recently profiled in Contact Center Pipeline, describing how ForeSee measures CX to drive agent performance– boosting Stream’s customer satisfaction 20% in the last year. Forbes also profiled ForeSee and customers this year, noting how NFLShop.com, Hickory Farms and Perry Ellis recently used ForeSee to improve CX and grow their businesses.

ForeSee products/innovations introduced in 2013 include:

*ForeSee cx360 (Oct. 2013), a multichannel customer experience analytics platform, with first-of-their-kind capabilities. cx360 shows the combined effect of experiences at different points of customer engagement, as well as the dynamic interaction between touch-points. John McCarvel, CEO of Crocs, noted: “ForeSee provides insights to inform our customer experience investments and visibility across our consumer touch-points around the globe.”

*SessionReplay for Mobile (May 2013). This first-of-its-kind, software-as-a-service solution illustrates how consumers engage on mobile sites and apps, via real-world video replays. Companies can see the taps, swipes and scrolls users took– a way to rapidly identify visitor struggles, and expedite/validate improvements. ForeSee also announced additional mobile momentum (Sept. 2013). The company signed 60 new customers (AARP, CarMax, Dick’s Sporting Goods, LG Electronics, etc.), who are using ForeSee’s analytics to measure satisfaction and implement changes across their mobile sites/apps.

*Word-of-Mouth Index (WoMI). Two years of research and testing with 300+ companies culminated in the introduction of WoMI (May 2013) for measuring customer word-of-mouth. ForeSee’s research found that the industry’s prevailing measurement, Net Promoter Score (NPS), overestimates brand detractors by 270% on average– often causing companies to squander millions of dollars. WoMI evolves NPS for a more precise measurement. Mario Castano, e-commerce technology manager at Nikon, said: “Unlike NPS, WoMI enables us to clearly understand our ROI. It supplies us with information that is much more actionable, which makes it easier for us to understand what our customers are saying.” ForeSee CEO Larry Freed authored a book, published by Wiley (Oct. 2013), on the new measurement.

ForeSee also conducts 20+ research reports annually, detailing customer satisfaction across industries. Results serve as important industry resources. ForeSee has been featured in hundreds of publications in the last year, including The New York Times and USA Today.

Provide a brief (up to 125 words) biography about the leader of this nominated company:

As president and CEO of ForeSee, Larry Freed manages the company’s strategy. Since ForeSee’s founding in 2001, he has overseen significant growth in its client base, revenues and staff. An expert on customer satisfaction, Larry speaks frequently at industry events and has been quoted in CNN, The Wall Street Journal, Forbes, The New York Times and more. Larry is the author of customer satisfaction book “Managing Forward: How to Move from Measuring the Past to Managing the Future,” as well as the newly released “Innovating Analytics– Word-of-Mouth Index: How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results.” He is on the board of directors and executive committee of the Ann Arbor IT Zone and previously held senior positions at Compuware.