How Forsta makes VoC more than the sum of its parts Uncover the right insights and act upon them with Forsta. Our Voice of the Customer (VoC) capabilities give you all you need to understand your customers and give the right people the right tools. So you can make that understanding count. Whether you choose…
Professional services offerings Forsta’s digital diaries and online communities help researchers and marketers capture deeper, in-the-moment insights through a user-friendly and engaging platform. It’s the best solution for mobile diaries, insight communities, concept tests and bulletin board discussions. With our Professional Services, you also get the benefit of our dedicated team to help set up…
Action management features Action management offers a wealth of features that help you address customer experience issues: Customizable user roles ensure the best person is assigned to solve the problem. A localizable interface enables a truly global reach for your CX program. Predefined workflows empower your staff to take the best course of action. Easy-to-use…
Digital transformation. Voice of the Customer. Big Data. Customer Experience. Data-driven, customer-driven Business. Today’s businesses and brands face more disruptors today than they have since the industrial revolution with every customer interaction and touchpoint becoming more and more important each day. The Experience Economy is forcing brands to rethink, innovate, create and automate their customers’…
Global awards program celebrates excellence and innovation in the global Market Research and Insights industry Forsta, the leading Customer Experience and Research Technology company, is announcing the winners in its fourth annual Achievement in Insight and Research (AIR) Awards. The annual awards recognize winners across three categories – Agency, Project & Innovation and Professionals -…
Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in “just another customer survey”….
Modern lives are encoded in data. People spend four hours a day on their smartphone. Two-and-a-half hours on social media [1]. And a lifetime on Zoom calls. Data footprints are left in search queries, Twitter posts, Uber journeys. Cell towers and satellites track real-world movements. Customer surveys. Web analytics. NPS feedback. CRM profiles. Social listening….
Every successful business must have a concrete and measurable way to evaluate performance; monitor their strength and weaknesses, and keep a pulse on the customers experience as well as the competitive landscape. One way to do this is through a powerful online survey technique called, “tracking.” In a tracking survey, customer feedback on the same…
Researchers know that consistency is a critical ingredient for a successful tracking survey. If the sample provider changes, a new screener requirement is added, or a survey question is reworded — changes like these can compromise comparisons to historical data. As such, the prospect of migrating a tracking study to a new survey software platform…
The Forsta ACE (Achievement in Customer Excellence) Awards program celebrates outstanding achievement in customer and employee experience. Receiving a Forsta ACE Award demonstrates an organization’s rigorous appli cati on of Customer Experience best practices, and its outstanding performance as measured by those processes. The winners’ stories in these pages demonstrate how listening to the Voice of the…
Forsta Placed in 2021 Gartner® Magic Quadrant™ for Voice of the Customer Forsta Recognized for Completeness of Vision and Ability to Execute Forsta, the leading Customer Experience and Research Technology company, today announced that it has been positioned by Gartner as a Leader in the Magic Quadrant for Voice of the Customer[1]. The evaluation was…
The terms “Big Data” and “Small Data” have become popular buzzwords over the past five to ten years. Yet, it’s not always clear what either of these terms means or how they help us better understand our customers. Big Data is data created in untold ways, such as through transactions, clicks, radiofrequency identifi cati on readers (RFID),…
Small data collection and analysis unlocks deeper customer understanding and business opportunity There is an inherent complexity and messiness when it comes to designing brand experiences. Like humans, what makes for a compelling experience isn’t static. Each customer has a unique profile of tendencies and preferences that shape how they think, feel, and act —…
Research companies are showing a new level of enthusiasm for gathering insights digitally. Much of it’s due to the pandemic, but it made good business sense even before. The ‘new normal’ in research The pandemic has forced many sectors of the insight industry to speed up their existing digitalization programs or even adopt online methods for the first time. This is the conclusion of Manny Rodriguez, Global Director…
How our software helped Wyndham Destinations Asia Pacific rise from “gut feel” to hard stats. The challenge Steering a big ship makes clear data a must Wyndham Destinations Asia Pacific quickly became the biggest va cati on ownership business in the region. But quick growth can mean a lot to manage: 2,000 staff on 32 resorts spanning…
In a matter of weeks, the COVID-19 global pandemic changed the daily lives of billions of people around the world as cities, states, and countries, shut down normal operations and billions of people sheltered in place in their homes. Even as restrictions loosen, many offices and schools remain closed. This change, as we now know,…
Treat me like a human I am not your consumer, your user, your respondent. I am not the sum of my clicks, likes and shares. I am not my purchase history, my demographics, my audience segment. I am not my asthma, my Adidas or my Apple devices. I am none of these things and I…
How our software helped Norway’s Regional Center for Child and Adolescent Mental Health (RBUP) be there for struggling youth. The challenge Making sure no one falls through the cracks RBUP’s research program collects data and feedback to drive innovation for edu cati on programs and services across the child welfare system, district services and schools. Listening to…
Wouldn’t it be lovely if your business had a crystal ball that would tell you what the future holds and how to improve it? With that information, you could plan the most effective steps to drive revenue or beat out the competition. Unfortunately, there are no crystal balls in business. But, it doesn’t follow that…
Surveys have been employed as a way to gather information about people’s behaviors and preferences. Businesses, academia, and the government use them to guide policy decisions, develop new products, or improve service offerings in the form of opinion polls, to test ads, or track key performance indicators (KPI). What makes surveys so valuable is our…