Targeting CX investments to strengthen retention, prevent
churn and drive share of wallet

At Forethought, we know that leveraging the voice of the customer is critical in building a
robust customer measurement infrastructure. That is, hearing directly in an unbiased and representative manner from your existing customers about the good and bad aspects of dealing with your organisation.

Using both research and organisational data, we can identify and quantify the key customer interactions that impact tangible commercial outcomes – such as retention, uptiering and cross-selling – to determine the business focus for your investment.

Once your commercial drivers are identified and ranked, we can map these back to your internal database, creating a real-time flagging system that enables effective business intervention, driving commercial value.

Outcomes

Know where to invest for a commercial return

Align and mobilise the organisation on targeted initiatives

Identify database flags for customers at risk

Improve customer retention

Stem customer defection

Increase share of wallet

JOURNEY MAPPING

DRIVING NPS

MOBILISING CX CHANGE

Customer Experience

Brand

Communications

Marketing Strategy