ForeSee® Professional Services

ForeSee® Professional Services offer completely configurable analysis services to enhance the CX Suite experience. In addition to our standard offerings (described below), Professional Services offers custom analysis, specially scoped analysis and usability projects, as well as analyst time for optional day-to-day analytics support.

CX Architect Services

These services are designed for executives and business leaders and provide high-level analysis reports on their industry's economic state, a benchmark comparison with their peers, performance assessments, and investment priorities. ForeSee can also provide assistance in projects involving the re-launch of a site, customer journey analysis, and questionnaire workshops to help firms develop a survey based on our years of experience and proven best practices.


Executive Briefing (120 PSU)

Overview: ForeSee® Professional Services can provide an Executive Briefing to key client stakeholders, in a presentation meeting scheduled for two to four hours, and includes the following key topics areas:

  • Industry economic review
  • Benchmark comparisons and groupings
  • Performance assessment of all touchpoints
  • Evaluation of macro level investment priorities

The Executive Briefing may also be followed up with discussions and meetings for up to six additional hours.


Relaunch Advisory (Pre-Launch 90 PSU & Post-Launch 15 PSU)

Overview: Launching a new digital site is an exciting and challenging time. Digital relaunches take a significant amount of time, resource investment, and coordination among teams. ForeSee® Professional Services can help prepare and guide client organizations through site and application relaunch to ensure these investments and changes have the planned impact on CX and business goals. Consider Relaunch Advisory if:

  • You know your digital presence needs to be revamped but you're not sure where to start.
  • You have a host of recommendations and competing priorities to include in the redesign.
  • You have a specific timeline and need to decide on key actions to take within that timeline.
  • You need to understand the return on investment realized by the relaunch.
  • You are responsible for reporting out on the value of this relaunch to your boss/executive team.
  • The Relaunch Advisory project has two phases: a "pre" phase focused on planning and readiness, and a "post" phase that includes measurement assessments.

Journey Measurement Workshop (90 PSU)

Overview: ForeSee® Professional Services can help organizations plan why, how, and where to use purchased touchpoints, and present a business case for additional touchpoint coverage if needed. The ForeSee® Architect provides an authoritative view of the overall objectives and is focused on getting key lifecycle information through site reviews, interviews with key client stakeholders, and mapping industry best practices to the client’s organizational needs. Key deliverables from the process:

  • An overview covering standard lifecycles for the industry, where the organization is currently deployed, where they should deploy, priority for those deployments, as well as immediate and future steps for assessing CX data.
  • Post Go-Live assessment of new touchpoints, initial assessment of customer journey results: model diagnostics, high-level data readout, and ongoing plan for monitoring based on data readout.
  • A voice-of-the-customer landscape forecast laying out expansion options that can be undertaking in phases.

Note: Travel expenses are included.


Journey Measurement Advisory: Onsite Option (40 PSU)

Overview: ForeSee® Professional Services can help organizations by providing feedback and consultation on the organization's proposed framework for tying CX data to each phase of the customer journey. Background information and details on overall objectives are obtained through one or two virtual discovery conversations between the client and the Architect prior to the onsite meeting. Key deliverables for the process:

  • The Architect participates in an all-day onsite meeting facilitated by the client, providing guidance based on ForeSee’s best practices for journey measurement and the organization’s existing framework and objectives.
  • A summary of outcomes is provided.
  • The Architect hosts two virtual meetings to check progress on the action plan.

Requires Professional Services Leadership Approval prior to sale.


Journey Measurement Advisory: Virtual Option (30 PSU)

Overview: ForeSee® Professional Services can help organizations by providing feedback and consultation on the organization's proposed framework for tying CX data to each phase of the customer journey. Key deliverables from the process:

  • The Architect spends up to 10 hours as a participant in virtual meetings facilitated by the client, providing guidance based on ForeSee’s best practices for journey measurement, along with the organization’s existing framework and objectives.
  • The Architect spends up to five additional hours conducting independent research and/or content review in conjunction with these meetings.
  • A summary of outcomes is provided.
  • The Architect hosts two virtual meetings to check progress on the action plan.

Requires Professional Services Leadership Approval prior to sale.


Journey Measurement Execution Management (30 PSU)

Overview: ForeSee® Professional Services can help organizations following the completion of a Journey Workshop or Advisory, by providing ongoing oversight and consultation throughout the process of re-configuring or launching new touchpoints, or updating existing surveys as needed for journey measurement. Key deliverables from the process:

  • The Architect spends up to 10 hours as a participant in virtual meetings regarding these configurations, ensuring updates align with workshop outcomes and organization objectives.
  • The Architect spends up to five additional hours conducting independent research and/or content review in conjunction with these meetings.
  • Tactical aspects of survey updates and touchpoint launch are handled by the Client Analyst and Launch Teams, per ForeSee’s standard processes.
  • A summary of outcomes is provided.
  • The Architect hosts two virtual meetings to check on the relationship.

CX Survey Design Workshop (60 PSU)

Overview: ForeSee® Professional Services can help organizations by providing a holistic evaluation of the organization's CX Measurement system with the goal of aligning to organizational initiatives, application of best practices for CX and survey design, and recommendations to optimize data collected, as well as addressing any gaps. Both ForeSee and non-ForeSee surveys can be included in this effort. Workshop preparation includes creation of survey concept document and one virtual stakeholder review.

The four-hour onsite Workshop provides:

  • Overview of survey concept map to identify gaps in the data and assist in prioritization efforts.
  • Survey recommendations to support organization's business objectives and incorporate best practices.
  • Identification of measurement blind spots and recommendations to address these gaps.
  • Action plan for analysis and reporting with suggested areas of focus, calendar plan, PSU allocation, reporting types and cadence.
  • Configuration recommendations (new touchpoints, reconfiguration, deployment updates, CPPs, EPPs).
  • Presentation of workshop outcomes and next steps (virtual).
  • After workshop outcomes are presented, the Architect hosts two virtual meetings to check progress on the action plan.

Optional services:

  • Alternative to Cross-functional Team format = 20 PSUs
  • Additional surveys = 15 PSUs per five

Survey Design Virtual Advisory (40 PSU)

Overview: ForeSee® Professional Services can help organizations by providing feedback and consultation on the organization’s surveys (both ForeSee and non-ForeSee) with the goal of applying best practices and aligning with the organization’s objectives.   Background information and details on overall objectives are obtained through up to three hours of virtual discovery conversations between the organization and the Architect. The Architect also reviews any documentation detailing the organization's initiatives / objectives / improvements planned as an input into the recommendations.

Key deliverables from the process:

  • Survey recommendations to support organization's business objectives and incorporate best practices.
  • Identification of measurement blind spots and recommendations to address these gaps.
  • Action plan for analysis and reporting with suggested areas of focus, calendar plan, PSU allocation, reporting types and cadence.
  • Configuration recommendations (new touchpoints, reconfiguration, deployment updates, CPPs, EPPs).
  • Presentation of recommendations and next steps (virtual) based on Architect review.

Optional services:

  • Additional surveys = 15 PSUs per five

CX Strategic Analysis Services

ForeSee’s professional analysts can prepare detailed reports and recommendations based on the client’s Voice of Customer data.


CX Strategic Analysis

  • 30 PSUs = 1 Touchpoint
  • 40 PSUs = 2 Touchpoints
  • 60 PSUs = 3 Touchpoints
  • 80 PSUs = 4 Touchpoints
  • 15 PSUs = Data analysis for integrated information and/or application
  • 15 PSUs = additional analysis source

Overview: ForeSee® Professional Services can present analysis of data collected during the Service Term. Findings are presented in a written report and delivered via web-based conference call. Presentations are scheduled throughout the Service Term as directed by the client’s organization in consultation with ForeSee. CX Strategic Analysis are available for one-to-four touchpoints, are purchased individually, and scaling up PSUs accordingly. Additional data analysis for integrated information (EPP), and/or application (Replay, Text Analytics, Case Management, Rating & Reviews) may also be purchased with additional PSUs.


CX Scorecard with Commentary (5 PSU)

Overview: ForeSee® Professional Services can prepare a set of data metrics that visually represents the Customer Experience data in a scorecard format, along with a commentary describing the data metrics. The scorecard is mainly consumed by Functional Leaders, Key VOC influencers, and their Insights Team Members/Partners. Typically, the scorecard is delivered monthly or quarterly. The ForeSee® CX Scorecard answers business questions like, "How am I doing and how do I compare to my competitors?", "How is my business trending over time?", "What should my company focus its efforts and resources on fixing and why?", "What are my customers saying about their experience?", and "What key customer segments should I care about?" A typical scorecard has about 10 visualizations included in it, can be approximately three to five pages long, and is delivered in PDF format.


CX Spotlight with Commentary (5 PSU)

Overview: ForeSee® Professional Services prepares a key insight, designed to rotate frequently as driven by the ForeSee Analyst and trends they are seeing, with commentary describing this insight in an email format that can be easily shared across an organization (commentary is not analysis).

Agent/Representative Reporting (40 PSU)

Overview: ForeSee® Professional Services gather Agent Level information (often a hierarchy) from the client’s organization and prepare an Excel spreadsheet reporting key metrics such as CSAT/NPS, Elements, Future Behaviors, and others for peer comparisons.


Usability Services

ForeSee® Usability Services performs an in-depth heuristic review of targeted features or functionality on a site or application. ForeSee provides a presentation on a set of recommendations for a client’s site to address any usability issues.


Usability Audit (40 PSU)

Overview: ForeSee® Usability Services performs an in-depth heuristic review of a targeted feature or function on a site or application. ForeSee provides a presentation on a set of recommendations for the site, live discussion of the data, screen-shots and examples are included. This review includes up to ten usability issues.


Competitive Usability Audit (100 PSU)

  • 100 PSUs = Competitive Usability Audit for 3 competitors
  • 25 PSUs = per additional competitor over 3

Overview: ForeSee® Usability Services provide a targeted Usability Audit Review (UAR) with a competitive analysis. This review covers an area-of-focus mutually agreed upon by the client’s organization and ForeSee. The review identifies the Usability Compliance score for the client’s site, as well as each Competitor site (up to three), and provides a detailed review of the top website usability issues on the client’s site. A Strengths, Weaknesses, Opportunities, Threats (SWOT) analysis and competitive landscape overview compares at least eight factors on the client’s site to competitor sites. Findings are presented in a written report and delivered via conference call.


Moderated Predictive User Test (60 PSU)

Overview: ForeSee® Professional Services performs user testing sessions utilizing the client's actual site visitors. Up to eight test subjects are studied to uncover issues related to entire user flows or complex interactions. Test subjects are invited using the ForeSee random intercept. Test script preparation, facilitating the tests, and expert analysis is performed by the ForeSee Usability Team. The deliverable includes detailed analysis of the most severe findings (up to 10) and a list of less severe findings. Links to recordings of user sessions are also included. Findings are presented in a written report and delivered via conference call.


Unmoderated Predictive User Test (50 PSU)

Overview: ForeSee® Professional Services performs analysis on up to 15 self-administered user testing sessions utilizing the client's actual site visitors. Test script preparation and expert analysis is performed by the ForeSee Usability Team. The deliverable includes detailed analysis of the most severe findings (up to 10) and a list of less severe findings. Findings are presented in a written report and delivered via conference call.


Moderated Predictive Information Architect (IA) Design (60 PSU)

Overview: ForeSee® Professional Services performs moderated card sorting exercises with up to 15 of the client’s actual site visitors. This exercise assists with providing information to the site's content organization or Information Architecture. The deliverable includes analytics on the most frequent selections by category. Findings are presented in a written report and delivered via conference call.


Unmoderated Predictive Information Architect (IA) Design (50 PSU)

Overview: ForeSee® Professional Services performs unmoderated card sorting exercises with up to 15 of the client’s actual site visitors. This exercise assists with providing information to the site's content organization or Information Architecture. The deliverable includes analytics on the most frequent selections by category. Findings are presented in a written report and delivered via conference call.


Replay Analysis (20 PSU)

Overview: In conjunction with the Replay Analysis, ForeSee® Professional Services provides a report covering an area of focus mutually agreed upon by the client and ForeSee. Each report reviews replays and includes the following information:

  • A list of customer issues with corresponding links to related replays.
  • Analysis of specific replays to provide insight into the user experience.

Includes approximately 15 hours total of analysis to prepare and deliver the above.

 

Other & Combined Services


CX Strategic Analysis + Usability Audit (Usability Hybrid - 70 PSU)

Overview: CX Assessment + Usability Review (Hybrid) includes analysis of survey data to identify up to five customer experience issues combined with best practice (heuristic) usability analysis of those issues to provide actionable recommendations for improvement.


CX Strategic Analysis + Replay Analysis (Replay Hybrid - 70 PSU)

Overview: CX Assessment + Replay Analysis (Replay Hybrid) includes analysis of survey data to identify up to five customer experience issues combined with up to 10 hours of Replay analysis of those issues to provide actionable recommendations for improvement. The report intersperses insights based on voice of customer data with Replays illustrating usability concerns, along with usability solutions and best practice examples.


Standard Analyst Retainer PSU – Special Projects (1 PSU standard rate)

Overview: Retainer PSUs are used to accommodate any other services or special projects not specifically defined in the Professional Services Offerings menu. Any retainer PSUs not used by [term end date], expire on that date. Retainer PSUs may be used for custom consultation or other work.


Architect, Usability Retainer PSU – Special Projects (1.5 times the Standard PSU rate)

Overview: Architect or Usability retainer PSUs are used to accommodate any other services or special projects not specifically defined in the Professional Services Offerings menu. Any retainer PSUs not used by [term end date], expire on that date. Retainer PSUs may be used for custom consultation or other work.


CX Suite Remote Training (10 PSU)

Overview: The ForeSee® Support and Training staff will work with the client to determine the best agenda and timing for a training session specific to that client. The training will be delivered live via Webex (that will be recorded) in a single session of up to two hours in length. The training materials will be provided to the client as a PDF document.


CX Suite Onsite Training (24 PSU)

Overview: The ForeSee® Support and Training staff will work with the client to determine the best agenda and timing for a training session specific to that client. The training will be delivered onsite for up to eight users. The training materials will be provided to the client as a PDF document.


Professional Services Onsite Travel (8 PSU)

Overview: Professional Services Onsite Travel is a PSU based travel expense approach for organizations that are not able to be invoiced for "pass through" travel expenses incurred by ForeSee® Professional Services team members at the request of a client.