In March, Fors Marsh Group (FMG) launched the Customer Experience (CX) division to address the growing industry demand for improving customer experiences with products, websites, and services. The CX division will offer clients deeper insight into how their customers use their services and will provide clients with solutions to improve the experience and measure their impact.
"The Customer Experience division launch stems from the growing consumer-facing client portfolio FMG gained in 2017," explains Kinsey Gimbel, CX Director. "Leveraging FMG’s user experience (UX) and technology capabilities to collect rich data around a product’s usability, CX experts interpret the data to extract meaningful insight and provide actionable intelligence that helps clients ensure their services achieve the intended outcomes."
"Over the past two years, FMG has executed a number of projects that applied research to enhance customer experiences through innovation and improved usability," said Sean Marsh, CEO. "We are excited to offer these services to clients in the future through our Customer Experience division and we are honored to have conducted this type of work for clients like Facebook, Oculus, the Internal Revenue Service (IRS), and the Consumer Financial Protection Bureau (CFPB) in the past."
The CX division evaluates a product or process during any part of the development lifecycle, from inception to post-launch. The scope of services and capabilities include:
- FMG Insights, an online survey panel and research participant recruitment platform;
- RIVA-trained moderators for focus groups to conduct customer needs analyses and create journey maps;
- Tobii Pro Glasses 2 for eye tracking to capture natural viewing behavior in real-world situations—online and offline; and
- UX researchers trained in human factors theory and methodology to implement human-centered design research.
Fors Marsh Group (FMG) applies behavioral and data science to improve organizational processes, business solutions, and customer experiences. This work is conducted within seven core U.S. markets: health, defense, technology, finance, homeland security, policy, and consumer. As a certified B Corporation, FMG’s business practices create positive impact beyond our client portfolio, extending into the community through pro bono service to nonprofits that are aligned with FMG’s corporate values.