Forrester Upgrades to Predict CX Issues

Tech research and consulting firm Forrester has added a new predictive capability to its FeedbackNow solution, which it says enables businesses to 'proactively anticipate customer experience (CX) issues before they occur'.

FeedbackNow helps clients collect real-time CX feedback at the point of experience, for rapid action. Data includes more than 8 million global customer votes collected each month. The latest upgrade, FeedbackNow Predict, allows them to 'easily' integrate public and private real-time data including weather patterns, foot and road traffic, and internal data such as staffing and inventory levels with their existing customer sentiment data. As a result Forrester says users 'both uncover connective and correlative incident patterns and address customer trigger points'.

Steven Peltzman (pictured), the firm's Chief Business Technology Officer and leader of the FeedbackNow business, comments: 'One misstep or negative interaction with a brand can greatly affect customer loyalty. 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'.

Web site: www.forrester.com .