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

ANN ARBOR, Mich., Feb. 21, 2013 /PRNewswire/ -- ForeSee, the global leader in technology-driven customer experience analytics, today announced significant milestones from the past fiscal year.

(Logo: http://photos.prnewswire.com/prnh/20110819/DE54780LOGO)

In 2012, ForeSee achieved the 11(th) 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,
        Medicare.gov, 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 Ask.com, AT&T
        Autotrader.com, Bayer HealthCare Pharmaceuticals, Comcast, DTE Energy,
        Kohl's,  Macy's, NASA, Nordstrom, Target, and Zillow.com, 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 www.foresee.com for customer experience solutions and original research.

For more information contact:
Sarah Allen-Short, 734-327-3852
sarah.allen-short@foresee.com

SOURCE ForeSee