One thing is crystal clear in a business landscape that's fraught with uncertainty: the customer is in control. As customers gravitate to omnichannel and cross-channel interactions, companies must evolve and measure the quality and impact that their experiences have on business performance.
Next-generation analytics tools can help break through the common silos of customer data, and go beyond single-metric reporting to evaluate the full impact of the customer experience on various KPIs such as loyalty, customer lifetime value, and profitability.
While many companies rely on NPS (the willingness of a customer to recommend a company's products or services), executives must also consider the impact of negative customer experiences, which is one of the key reasons ForeSee's Word-of-Mouth Index (WoMI) can help business leaders obtain a more comprehensive gauge of customer sentiment to drive effective business strategies.
In this 1to1 Webinar, ForeSee CEO Larry Freed will discuss:
Current challenges faced by executives in gaining a complete view of today's multichannel customer, along with proven techniques for addressing these issues
How next-generation predictive analytics is evolving to meet the needs of business leaders in highly-competitive markets
Examples of best-in-class companies that are using innovative analytics to measure, manage, and succeed
Larry Freed, President & CEO, ForeSee
Tom Hoffman, Executive Director, 1to1 Media