CAMBRIDGE, Mass., Nov. 8, 2021 /PRNewswire/ --
Forrester (Nasdaq: FORR) today added a new predictive
capability to its FeedbackNow® solution to enable businesses to
proactively anticipate customer experience (CX) issues before they
occur. Equipped with powerful analytics, FeedbackNow allows
businesses to collect critical real-time CX feedback at the point
of experience so they can act where and when it matters. According
to Forrester, more than 60% of customer experience professionals
say their businesses lack closed-loop processes for CX feedback —
an important lever to build customer goodwill and engender
long-term brand loyalty.
The enhanced solution, FeedbackNow Predict®, marks a new era in
customer experience management by helping organizations easily
integrate public and private real-time data such as weather
patterns, foot and road traffic, and staffing and inventory levels
into existing customer sentiment data. As a result,
organizations can predict and mitigate potential incidents
before they become customer experience issues. FeedbackNow's
machine-learning capabilities provide a holistic view of
organizations' operations, enabling businesses in industries such
as retail, healthcare, and travel and hospitality to both uncover
connective and correlative incident patterns and address customer
trigger points.
"The experience at Georgia World Congress Center's events has to
be exceptional at all times," said Mark
Koeninger, director of business intelligence and process
improvement at Georgia World Congress Center, the fourth largest
convention center in the US. "We don't want to just react to issues
and opportunities to deliver better experiences; we want to act in
advance and head off problems before they ever occur. We anticipate
using FeedbackNow Predict to see how we can act preemptively to
improve our customer experience based on real-time weather data,
since factors like rain and excessive heat risk can create
significant operational issues for us."
"One misstep or negative interaction with a brand can greatly
affect customer loyalty," said Steven
Peltzman, Forrester's chief business technology officer and
leader of its FeedbackNow business. "Processes like surveys help
organizations improve their CX over the long term, but they don't
allow organizations to help the customer they have today in their
specific moment of need. FeedbackNow Predict brings businesses into
the predictive CX era where existing technology, data, analytics,
and machine learning can help them uncover trends that drive
exceptional CX, since those trends can differ depending on time of
day or geographic location. In today's highly competitive
environment where every customer impression is a first impression,
FeedbackNow Predict can help businesses preempt customer issues and
deliver long-lasting positive experiences."
Each month, FeedbackNow captures more than 8 million global
customer votes and deploys 40,000 feedback alerts. Organizations
worldwide that rely on FeedbackNow's CX analytics to respond
quickly to issues include Düsseldorf Airport in Germany, Milan Malpensa Airport in
Italy, US restaurant company
Freebirds World Burrito, Georgia World Congress Center, Groupe
Bernard Hayot in France, Shell gas
stations, and VINCI Autoroutes.
Resources:
- Learn more about FeedbackNow Predict.
- Schedule a FeedbackNow Predict demo.
- Read more about how customer experience management is
entering a new predictive era.
About Forrester
Forrester (Nasdaq: FORR) is one of the
most influential research and advisory firms in the world. We
help leaders across technology, marketing, customer experience,
product, and sales functions use customer obsession to
accelerate growth. Through Forrester's
proprietary research, consulting, and events,
leaders from around the globe are empowered to be bold at work — to
navigate change and put their customers at the center of their
leadership, strategy, and operations. Our unique insights are
grounded in annual surveys of more than 675,000 consumers, business
leaders, and technology leaders worldwide; rigorous and objective
research methodologies, including Forrester Wave™ evaluations; over
52 million real-time feedback votes; and the shared wisdom of our
clients. To learn more, visit Forrester.com.
Media Contact:
Ira Kantor
Public Relations
Forrester Research, Inc.
ikantor@forrester.com
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SOURCE Forrester