ForeSee Launches New Customer Experience (CX) Solution for Energy and Utility Providers

Delivering Actionable Voice of Customer Data for Companies Including
Constellation, Citizens Energy Group, DTE Energy and Southern California
Edison

ANN ARBOR, Mich.–(BUSINESS WIRE)–ForeSee, the leader in Voice
of Customer (VOC) solutions, today announced a new solution to help
utility and energy companies prioritize investments across the customer
journey for maximum business impact. The new
industry solution, an extension of the award-winning ForeSee
CX Suite®, is built on the company’s partnership with leading energy
and utilities clients including Citizen Energy, Constellation, DTE
Energy, and Southern California Edison. As a leader in customer
experience (CX) intelligence, ForeSee works with 25% of the Fortune 500
energy and utilities companies.

The focus on CX as a competitive lever comes as energy and utility
providers are under increasing pressure to maximize customer and
business value. More than half of CX leaders recognize a positive
correlation between customer experience or satisfaction and financial or
business impact, according to a recent survey from Gartner. For
providers, the ForeSee CX Suite provides a proven model for CX
measurement that identifies the real drivers of customer experience as
it relates to business outcomes in both regulated and deregulated
environments.

“Customer satisfaction is important to everyone in our organization,
said Mike Strohl, Senior Vice President and Chief Customer Officer for
Citizens Energy Group. In keeping with our mission, we believe it’s a
moral imperative for us to deliver a higher level of customer
satisfaction or customer loyalty because we’re a monopoly.”

“Energy consumers increasingly look to their providers for new tools or
data to help them manage their energy usage and save money, “ said
ForeSee CEO Pete Daffern. “Providers that use VOC to innovate the
customer journey will have a distinct competitive edge. ForeSee’s proven
model and decisive approach to CX measurement can help boost the bottom
line for energy and utility providers.”

ForeSee’s new energy and utility solution helps companies accurately
quantify customer pain, prioritize improvements that optimize the
journey, and even, eliminate or reduce wasteful interaction:

• Measure CX to optimize the customer journey: leveraging a
  cross-channel measurement bundle that collects voice of customer
  insights across the energy and utility customer journey, including:
  non-authenticated and authenticated sites, mobile app, IVR, chat,
  agents, technician visits, statements, and alerts calibrated with
  continuous CX benchmarking.
• Sharpen CX analysis for effective action: strategic
  segmentation analysis, and a consolidated suite of CX tools, including
  ForeSee Text Analytics, ForeSee Replay and ForeSee Case Management.
• Connect CX data across the business: integrations with
  behavioral analytics, organizational hierarchies for front-line
  technicians and agents, social, CRM, billing, metering, contact
  center, field service, loyalty, and other internal/external systems.

ForeSee offers specific industry solutions for Energy & Utilities,
Government, Retail, and Financial Services to help organizations listen,
capture, measure, and benchmark customer feedback – across web, mobile,
store or locations, and contact centers. ForeSee is the CX partner of
choice for 25% of Fortune 500 energy providers, 70% of the Internet
Retailer (IR) 100, 90% of U.S. government executive branch departments,
8 of the top 10 retail banks worldwide (and half of the top 50), and
thousands of other companies and organizations.

Learn more about ForeSee’s Energy and Utilities practice on the website
or download the new e-book: 5
Steps for CX Excellence in Energy and Utilities.

About ForeSee

ForeSee pioneered customer experience intelligence in 2001 and has
become a recognized leader in Voice of Customer (VOC) solutions. The
award-winning ForeSee CX Suite helps more than 2,000 companies worldwide
transform their VOC programs into a strategic business discipline that
delivers economic impact. Only ForeSee offers a rigorous scientific
approach to customer experience measurement, access to an unmatched 200
million benchmarked experiences, and actionable insights from a team of
expert analysts that give certainty to CX improvements. ForeSee is
headquartered in Ann Arbor, MI and has offices in New York; Washington,
DC; St. Louis; Cleveland; San Francisco; Vancouver; and London. For more
information, visit www.foresee.com.

Contacts

ForeSee
Caroline Hacker
[email protected]