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ForeSee Illuminates the Link Between Contact Center and Web Customer Experiences

After a site redesign in 2012, a major utility company — one of largest municipal utility company in the U.S. — realized just how much changes to one channel can affect the customer experience in another.

Using ForeSee's multichannel customer experience analytics, the company was able to identify key focus areas that resulted in organizational cost savings and a better experience for customers across channels.