Customer Experience Webinars

Upcoming Webinars

Coming Soon!

Recorded Webinars

 

Innovating Analytics: Gaining a Competitive Advantage in a Customer-Driven World

Did you know that, when compared to a less-satisfied customer, a highly satisfied customer is 71% more likely to prefer your company over others – and 63% more likely to recommend it? A good customer experience is a critical driver of financial success, so it must be measured and managed in the right way.

In this recorded webinar from February, 2014, ForeSee's Randy Kish shows retailers how a comprehensive system of metrics can eliminate information silos and support confident, fiscally responsible decision-making in today’s complicated multichannel, multi-device world.

Click here to view the recording of this webinar.

E-Government Q3 2013 Citizen Satisfaction Results

Despite what current headlines are saying about the government, the digital arm of federal government is actually doing quite well from the citizens’ perspective. In fact, many federal agency, department, and organization websites are keeping pace with, and even outperforming, some of the best private sector websites such as Amazon, Google, and Apple in terms of customer satisfaction.

In this recorded webinar from December 5, 2013 Dave Lewan, Vice President of Public Sector at ForeSee, highlights key trends and insights regarding citizen satisfaction with federal government websites. He reviews which sites are leading ForeSee's Q3 2013 E-Government Satisfaction Index and explains how improving site elements can increase citizen satisfaction and key future behaviors such as the likelihood to return to a site and recommend it.

In addition, ForeSee Senior Director of Mobile Eric Feinberg offers helpful tips on how e-government leaders can continue their digital success by achieving mobile excellence for their agency or department using a mix of private and public sector examples.

Click here to view the recording of this webinar.

Delivering a Great Customer Experience:
The Key to Gaining Competitive Advantage in a Customer-Driven World

Guest speaker Ron Rogowski (Vice President, Principal Analyst, Forrester Research) joins Larry Freed (President and CEO, ForeSee) for a lively discussion about how you can achieve a holistic understanding of your company’s customer experience from the customer viewpoint.

This recorded webinar from November, 2013 discusses:

  • Perspectives on the changing needs of multi-channel, multi-device customers
  • Considerations for measuring the customer experience in today's environment
  • Recommendations for leveraging the customer experience to win in the market

Embrace change, and customers will choose you!

Click here to view the recording of "Delivering a Great Customer Experience: The Key to Gaining Competitive Advantage in a Customer-Driven World"

ACSI E-Government Q2 2013 Citizen Satisfaction
Results & Best Practices in Responsive Design

In this webinar, Dave Lewan, Vice President, Public Sector at ForeSee, highlights key trends and insights for citizen satisfaction with federal government websites.

He reviews which sites are at the top of the index and which site elements should be improved to:

  • Increase citizen satisfaction
  • Increase future behaviors critical to your goals such as likelihood to recommend a site and return to it instead of using costlier channels

Also, Bruce Shields, a Usability Team Lead at ForeSee, discusses responsive design, a popular way of providing a mobile site experience for multiple devices.

Many are considering responsive design as mobile adoption by citizens is on the rise and mobile accessibility is a key focus of the Digital Government Initiative. But is it right for your agency or department?

Bruce can help you decide by explaining:

  • What responsive design is
  • How it works
  • What are some pros and cons of this popular approach

Click here to view a recording of this webinar

Seize the Opportunity: How to Compete on Customer Experience in the Digital Age

The digital age has put the consumer in control. They have stronger voices, better information, and lower switching costs than ever before. The difference between choosing you or your competition can be seconds.

What can you compete on when traditional differentiators–such as price, distribution, or product features–are no longer enough?

“Customer experience has emerged as the single most important aspect in achieving success for companies across all industries.”–Peppers and Rogers

“Only 26% of companies have a well-developed strategy in place for improving customer experience.”–Econsultancy

Research has shown that consumers choose companies with customer experiences that meet–or exceed–their expectations. But how do you discover what’s really important to your website visitors and implement a systematic method to advance the experience based on those insights?

In this webinar, John Lovett, a veteran industry analyst and digital measurement expert, offers strategies that can give you a competitive edge by combining customer experience data with observation of site visitors’ key digital interactions. He shares how leading customer-centric companies use this approach to drive customer-focused solutions that address their customer experience challenges.

You’ll Learn How to:
Establish a framework for identifying opportunities and accelerating problem resolution from customer experience data.

Shift from talk to action by building the business case for change and getting stakeholders onboard. Leverage the combined power of customer experience analytics and observation of critical site interactions to prioritize improvements and act on customer-centric priorities.

Click here to view a recording of this webinar

ACSI E-Government Q1 2013 Citizen Satisfaction Results & Mobile Best Practices
for E-Government

ACSI E-Government Q1 2013 Citizen Satisfaction Results & Mobile Best Practices for E-Government
In this webinar, Dave Lewan, Vice President of Public Sector at ForeSee, highlights key trends and insights regarding citizen satisfaction with federal government websites. He reviews which sites are at the top of the index and which site elements should be improved to increase citizen satisfaction and key future behaviors such as the likelihood to return to a site and recommend it.

With mobile adoption on the rise and a key focus of the Digital Government initiative, Matthew Dull, a Usability Team Lead at ForeSee, shares best practices of mobile optimized sites and apps for the federal government.

Click here to view a recording of this webinar

ACSI ForeSee E-Government Q3 2012 Satisfaction and Transparency Results

Dave Lewan, Vice President of Sales at ForeSee, will highlight key trends and insights regarding citizen satisfaction and transparency with federal government websites. He will review which sites are at the top of the index and which site elements should be improved to increase citizen satisfaction and key future behaviors such as the likelihood to return to a site and recommend it.

Click here to view a recording of this webinar

Cause & Effect: How Mobile Impacts the Retail Experience

Is it complicated to measure how well your mobile channel works with your stores and website? Honestly, yes. But there’s already a proven method that connects mobile and retail experiences. In today’s competitive environment, it’s critical to know if your mobile app or site encourages loyalty and purchases – or if it drives them to the competition.

In this webinar hosted by NRF/Stores, Eric Feinberg, Senior Director of Mobile, Media and Entertainment at ForeSee, discusses how to best discover what impact mobile has on retail success. Using original research and customer satisfaction analysis, he’ll show why it’s essential to gain knowledge about your mobile users.

Please click here to view a recording of this webinar