ForeSee Announces 2012 Milestones and Achievements in Mobile and Multi-channel Measurement of the Customer Experience


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Technology Innovations Drive Continued Growth for ForeSee and Improved
Performance for Clients, as the Demand for Mobile and Multi-channel Customer
Satisfaction Increases

ANN ARBOR, Michigan (February 21, 2013) – ForeSee, the global leader in
technology-driven customer experience analytics, today announced significant
milestones from the past fiscal year.

In 2012, ForeSee achieved the 11th consecutive year of revenue growth of
more than 20 percent, while remaining cash-flow positive for the eighth
consecutive year. Customer renewal rates remain over 90 percent. Now working
with nine of the Fortune 10 companies, more than half of the top 100
retailers, and six of the top 10 banks, ForeSee’s technology-driven
methodology helps companies measure the customer experience across every
channel (store, web, mobile, contact center, etc.) to link the customer
experience to the bottom line.

While ForeSee remains dominant in predictive customer experience analytics
online, it is also experiencing significant growth from mobile and
multi-channel measurement. Contract bookings more than tripled in 2012 and
ForeSee has well over 100 customers using its solution on more than one
channel. Organizations use ForeSee’s predictive analytics solution to
identify what changes they need to make, and how those changes should be
prioritized, to have the biggest impact on overall customer satisfaction and
financial results.

“This year, analysts reported that the customer experience would be named a
top strategic priority by the C-suite. To be competitive in today’s
multi-device, merged-channel environment, having solutions in place to link
the multi-channel customer experience to the bottom line will be critical,”
said Larry Freed, president and CEO of ForeSee. “As an industry and as a
company, we are moving to the next generation of customer experience
analytics. Organizations need to integrate both internal and external
metrics and KPIs with rigorous customer experience analytics to give
executives a predictive and actionable brand-level measurement of success.
This omnichannel view will not replace channel-level insights and
actionability, but will enhance them. ”

Key ForeSee achievements in 2012 include:

• Cross-Industry Customer Growth – ForeSee’s customer base has seen
expansive growth across industries such as consumer goods, government,
healthcare, retail, manufacturing, media & entertainment, travel and
utilities. New customers included Alaska Airlines, Clorox, Hyatt,, the National Cancer Institute, philosophy, the state of
Hawaii, Stream Energy, and more. These new customers joined an already
robust customer list that includes loyal companies such as A&E Television ,
Armani, AT&T, Barclay’s, Bloomingdale’s, Blue Cross/Blue Shield in various
states, British Airways, Colgate Palmolive, CVS, Delta Airlines, Dillard’s,
Exxon Mobile, Fidelity, GE Capital, Harvard Business School, Hilton, Home
Depot, Johnson & Johnson, Kellogg’s, L’Oreal Paris, Marriott, Nintendo, NFL
Direct, Sears, Staples, Victoria’s Secret, and hundreds of other
organizations across all industries and sectors.

• Expanded Engagements – Existing customers such as Comcast, Kohl’s,
L.L.Bean, PNC Bank, and StubHub expanded their engagements from measuring
one channel to measuring two, three, four, and five touch points and
devices—using ForeSee’s software to measure customer satisfaction and
prioritize changes across other channels, including stores, contact centers
and mobile, as well as to analyze total customer/brand relationships.

• Mobile Product Innovation – ForeSee launched the industry’s first and only
on-exit deployment technology to capture how consumers’ mobile interactions
impact their behaviors in other channels. ForeSee’s Satisfaction Analytics
for Mobile collects customer experience data from mobile users, and
transforms that data into actionable intelligence to help companies measure
success, areas for investment, and improvement efforts. ForeSee’s mobile
capabilities are used to measures sites and apps on phones and tablets by
companies such as, AT&T, Bayer HealthCare
Pharmaceuticals, Comcast, DTE Energy, Kohl’s, Macy’s, NASA, Nordstrom,
Target, and, among others, to measure the effectiveness of their
mobile sites and apps.

• Support of Government Initiatives – ForeSee solutions support the .gov
Reform Effort to improve federal websites and streamline service delivery to
bolster customer service, as outlined in President Obama’s Executive Order
13571. Last year, ForeSee also testified before Congress about the role of
customer satisfaction, based on its work the past eight years with the
Social Security Administration, to improve the customer experience. ForeSee
currently measures satisfaction on more than 230 government websites and
programs across federal and state departments and agencies.

• Industry-Leading Research – ForeSee issued industry research at a steady
pace, including launching mobile-specific satisfaction indexes. The first
two editions were released in 2012 (Retail and Financial Services) and
additional industries will be explored in 2013. Beyond the new reports,
ForeSee leads the industry in publishing customer satisfaction research
looking at B2B, content, media & entertainment, retail, government,
healthcare, and others.

• Strengthening the Executive Team – In 2012, ForeSee added two new key
positions to its executive team – Glenn Cross, vice president of marketing,
and Aaron Watson, vice president of business development. Don Morrison was
promoted to senior vice president of sales, and John Williams to senior vice
president of product and delivery.

• Continued Staff Expansion – ForeSee has grown its staff every year, adding
jobs not only at its headquarters in Ann Arbor, Mich., but also around the
world, including in offices in New York, London, and Vancouver. ForeSee grew
its staff more than 15 percent to 270 people in 2012, and plans to add
approximately 60 jobs in 2013.

• Awards and Recognition – ForeSee was recently named a finalist in the
prestigious Stevie Awards for Sales & Customer Service. In November, ForeSee
won the Ann Arbor SPARK “FastTrack” Deal of the Year award and is the only
six-time winner. ForeSee was also named one of the 2012 “Cool Places to
Work” by Crain’s Detroit Business.

About ForeSee
As a pioneer in customer experience analytics, ForeSee continuously measures
satisfaction across customer touch points and delivers critical insights on
where to prioritize improvements for maximum impact. Because ForeSee’s
superior technology and proven methodology connect the customer experience
to the bottom line, executives and managers are able to drive future success
by confidently optimizing the efforts that will achieve business and brand
objectives. The result is better business for companies and a better
experience for consumers. Visit for customer experience
solutions and original research.

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