US-based retailer Tailored Brands has selected voice of customer (VOC) solutions provider ForeSee’s technology to manage its customer experience (CX) intelligence.
The ForeSee CX Suite is expected to allow Tailored Brands to benefit from a unified view of the customer, with scientific CX measurement throughout the customer journey.
A pilot programme was undertaken to trial the ForeSee CX Suite technology and the company is set to expand its use to measure customer satisfaction across all of its retail brands and omnichannel experiences, including web, store locations, and fulfilment.
Tailored Brands store operations and real estate executive vice-president Mark Neutze said: “At Tailored Brands, we pride ourselves on providing world-class customer service, so our goal is not just to meet our customers’ expectations, but to exceed them whenever possible.
“To do this, we needed to find an industry leader in VOC to be our partner. With the proven methodology behind ForeSee CX Suite, we will be able to better identify and act on important customer satisfaction drivers across all of our customer touchpoints."
The CX measurement solution of ForeSee is aimed at delivering methodology-backed, calibrated customer feedback and insights to fully represent the customer experience at Tailored Brands.
ForeSee CEO Pete Daffern said: "We know that ForeSee's systematic approach to CX measurement will boost Tailored Brands’ business by creating a ‘CX currency’ that can be measured, utilised, and understood by executives at every level of the organisation to improve customer experience."
Tailored Brands helps men to find the right dress for work, special occasions and everyday life.
The retailer has a network of more than 1,400 locations in the US and Canada, besides digital channels and branded sites.
It operates under multiple brands such as Men's Wearhouse, Jos. A. Bank, Joseph Abboud, Moores Clothing for Men, and K&G.