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Managing Forward

Analytics to Understand the Multi-Channel and Multi-Device Customer

As competition intensifies, the opportunity to differentiate your company based on customer experience becomes critically important. Companies committed to providing a superior customer experience face a common problem — how to evaluate and benchmark performance across multiple touch-points with consistent, insightful and actionable metrics that reflect the customers’ perspective? Learn more about the roles mobile, websites, social media, stores and call centers play in shaping customer experience and purchase intent, as tracked by ForeSee’s Top 40 eRetail Index research. Larry Freed will show you how to focus your company or client’s resources to improve customer experience using analytics that quantify satisfaction’s impact and predict customer behavior, not just report it.


Larry FreedLarry Freed is president and CEO of ForeSee Results, a firm that uses the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI) to help clients understand and prioritize website improvements. In addition to regular presentations and trade events, Freed is frequently quoted in trade and general media publications, including Brandweek, CNN Money, Destination CRM and Twice among many others. He launched a new book, “Managing Forward: How to Move from Measuring the Past to Managing the Future,” in 2011 that explores new research connecting the customer experience to future financial success across all industries, with a focus on digital marketing and Web-based initiatives.