Forrester unveils customer-service analytics platform

FeedbackNow 2.0 now unifies digital and physical experiences using in-moment feedback to identify areas of inconsistent customer experience. Photo credit: Forrester

Forrester released FeedBackNow 2.0, a cloud-based customer experience platform that enables companies to monitor and improve their experiences in real time. In an integrated platform, FeedbackNow 2.0 combines in-the-moment feedback from digital and physical channels with Forrester’s CX analytics, focusing companies on the experiences that will drive higher customer satisfaction and loyalty.

Organizations have traditionally approached CX as a standalone program, built on historical data and retrospective feedback. FeedbackNow 2.0 addresses this by capturing real-time, relevant and contextual feedback; overcoming the longstanding division between digital and physical experiences; and providing clear and immediate guidance on which experiences should change.

“In today’s age of the customer, experiences need to be monitored and improved in real time,” Forrester CEO George Colony said in a statement. “It’s no longer enough to survey customers and fix problems days or weeks after the fact. And today’s CX measurement tools aren’t sufficient. Companies are lacking two things: true, in-the-moment feedback and proactive, actionable guidance. That’s why Forrester developed FeedbackNow 2.0—so that companies can listen and respond to feedback immediately and understand which CX investments will have the biggest impact on their business.”

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The key features and benefits of FeedbackNow 2.0 include:

  • Delivering seamless customer experiences. Unify digital (e.g., website) and physical (e.g., in-store) experiences using in-moment feedback to identify areas of inconsistent CX.
  • Empowering operational CX. Activate CX across customer-facing channels and arm frontline management and teams to proactively respond to customer feedback.
  • Converting CX improvements to business growth. Focus on the experiences with the greatest customer and financial impact while also continually optimizing CX strategy and customer service operations using Forrester’s proprietary CX principles.

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