Agenda

Monday, April 8

10:00 A.M.

Registration Opens

11:00am – 11:45Am

ForeSee CX Suite Training

Introduction to the CX Suite

Have we met? If you’re new to ForeSee or the CX Suite, let’s dive in to explore the form and function while revealing the best tools and tricks. You’ll understand the metrics, dashboards, navigation, and real power behind a CX tool built with you in mind. And by the end of the session, you and CX Suite will feel like old friends who are ready to conquer your company’s VOC.

CX Suite Training

ForeSee Product Insights

Socializing Insights

If you frequently wonder to yourself, “How do I get my company to pay attention to CX data?” — we hear you! NPS and cSat top the charts for business metrics that senior leaders want to see, but it takes skill, time, and strategy to accurately communicate what your VOC and CX data show, let alone spur your internal teams to act on the findings. This session will give you ideas on how to gain organizational buy-in, pulling from our nearly two decades of experience doing just that.

Socializing CX Organizational Buy-in CX Suite

Tech Track

ForeSee Tech, from A to Z

SDK, API, CX Suite, IDK! We'll spell out all things technology: what we use, how different platforms integrate with ForeSee, and what it all means for you as a ForeSee client. This session is intended for anyone even moderately interested in the technical ins and outs of your ForeSee solution.

CX Suite API SDK Tech Track

11:45am – 1:00pm

Lunch

1:00pm – 1:45pm

FORESEE CX SUITE TRAINING

Closing the Loop with Case Management

When a customer has a less-than-ideal experience, it’s critical for you to be able to make it right — and turn a negative experience into a positive one. It’s what builds loyalty and increases a customer’s likelihood to return to your channel or store, organization, or brand. Learn how ForeSee Case Management closes the loop with customers who have requested to be contacted following their experience.

CX Suite Training Case Management

ForeSee Product Insights

Finding CX Insights with Artificial Intelligence

It’s a blessing and a curse: Your VOC program returns so much valuable data that you can’t possible glean the insights you need in the time you have. In this session, learn how advancements in the CX Suite have integrated Artificial Intelligence (AI) to reduce the amount of time needed to find, analyze, and act on insights that are buried in your data. From concepts like anomaly detection and cause analysis, to tools like ForeSee replay and heatmaps, you’ll leave understanding that you’re not alone: the machine is here to help.

Artificial Intelligence AI CX Suite Anomaly Detection Replay Text Analytics Product Insight

Tech Track

User Management & Implementing Single Sign-On (SSO)

Coming Soon!

Tech Track

2:00pm – 2:45pm

FORESEE CX SUITE TRAINING

Creating Dashboards for Literally Anyone

Getting the right data in front of the right people is critical to making real change using CX data. The ability to create custom dashboards gives you the flexibility to choose metrics that are important to unique audiences across your organization. This session will show you how to create, modify, copy, and share CX Suite Dashboards with individuals, groups, or the entire org.

CX Suite Training Dashboards

ForeSee Product Insights

Acting on the Insights (with the Teams that Need to Know)

So, you’ve identified a problem within your customer’s experience. How do you change the insight into action within your company’s internal teams? Getting the data in to the right hands of team members who can fix the issue isn’t always clear-cut. In this session we’ll show how the CX Suite can help package information and clarify next steps in a format that internal stakeholders can — and will — use.

Socializing CX Case Management Dashboards Leaderboards Text Analytics Product Insight

Tech Track

OData and ForeSee API: Use the data your way

It’s likely that your organization wants to view CX data alongside other data sources – and that you’re already using powerful tools to manage, view, and analyze those sources. ForeSee meets you where you are with our OData and API integrations. Learn the basics of what these tools can do and how you can start using them in seconds so you can begin to run on-demand analysis ASAP.

Tech Track

3:00pm – 3:45pm

ForeSee CX Suite Training

Intro to Feedback, Replay, and Text Analytics

Tools like Feedback, Replay, and Text Analytics allow you to analyze and take action on the great data and insights in CX Suite. Feedback provides visitors with an opportunity to share their thoughts and notify you of issues on their terms, Replay visualizes those issues and speeds up resolution times, and Text Analytics makes sense of volumes of open-ended comments. Learn how to use these tools together for uncovering ultimate insights in your VOC data.

CX Suite Training Feedback Replay Text Analytics

ForeSee Product Insights

Contextualized Collection Across a Customer Journey

It’s time to take the surveys out of silos. Every step of a customer’s journey affects the next, and it’s important to capture feedback in-context so you can make the right improvements based on good data. ForeSee covers the entire customer journey, and you can build a logical construct to assess it, meaning you get the whole photo album instead of one overexposed picture. By fully understanding your customer’s journey, you can start to orchestrate it — and provide a better experience overall.

Customer Journey Customer Orchestration CX Suite Product Insight

Tech Track

Advanced SDK/Integration capabilities

Our SDK is a powerful and customizable piece of ForeSee kit. We’ll explain how our code works, how to customize it, including examples of custom Customer Passed Parameters (CPPs) and other identifiers that can be collected and stored in our database for wider third-party integrations.

Tech Track

4:00pm – 5:00pm

Networking Roundtables

6:00pm – 9:00pm

Welcome Reception

Tuesday, April 9

7:45am – 8:45am

Breakfast

8:45am – 8:50am

Welcome and Introduction

8:50am – 10:30am

ForeSee Business & Product Updates

10:30am – 11:00am

Networking Break

11:00am – 11:45pm

Case Studies

11:45am – 1:00pm

LUNCH

1:00pm – 1:45pm

Case Studies

1:45pm – 2:00pm

Break

2:00pm –  2:45pm

Case Studies

2:45pm – 3:15pm

Networking Break

3:15pm – 4:00pm

Case Studies

4:00pm – 4:15pm

Break

4:15pm – 5:00pm

Case Studies

5:00pm – 5:30pm

General Session

6:30pm – 10:00pm

Evening Event

Wednesday, April 10

7:45am – 8:45am

Breakfast

8:45am – 9:00am

Welcome Back

9:00am – 10:00am

Keynote

10:00am – 10:30am

BREAK

10:30am – 11:15am

Client Case Studies

11:15am – 11:30am

BREAK

11:30am – 12:15pm

General Session

12:00pm – 1:00pm

Lunch

1:00pm

ForeSee Summit Concludes