Forrester announces a new Customer Experience Cloud, plus two acquisitions to power it

Research firm Forrester is announcing this week that it is evolving its CX (customer experience) Index into a real-time CX Cloud, propelled by two acquisitions also unveiled today.

One of the new purchases is FeedbackNow, which makes physical buttons and accompanying monitoring software to assess customer experience. Its Smiley Boxes populate airports, hotels and other public-facing establishments, initially in Europe but now entering the US market.

When walking through an airport terminal, for instance, an airline customer might see such a physical box with its request to give a quick vote on overall airport experience: a green button for “good,” a red button for “bad,” and a yellow button for “neutral.” FeedbackNow’s backend software assesses responses based on related factors, such as time of day, location or sequences of negative responses.

[Read the full article on MarTech Today.]

About The Author

Barry Levine covers marketing technology for Third Door Media. Previously, he covered this space as a Senior Writer for VentureBeat, and he has written about these and other tech subjects for such publications as CMSWire and NewsFactor. He founded and led the web site/unit at PBS station Thirteen/WNET; worked as an online Senior Producer/writer for Viacom; created a successful interactive game, PLAY IT BY EAR: The First CD Game; founded and led an independent film showcase, CENTER SCREEN, based at Harvard and M.I.T.; and served over five years as a consultant to the M.I.T. Media Lab. You can find him at LinkedIn, and on Twitter at xBarryLevine.

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