ClickFox's Customer Experience Analytics Blog

Over the past month several top industry analysts have been writing about their focus for 2009. Here are a couple of examples:

Bruce Temkin of Forrester Research, who writes the excellent Customer Experience Matters blog, says his core focus is to dramatically improve the customer experiences that large organizations deliver. This encompasses three core components:

1. Insights into what drives consumers.
2. Best practices for designing good experiences.
3. Enterprise-wide programs for creating a customer-centric DNA.

You can check out his full research agenda for 2009 here.

Donna Fluss of DMG Consulting has also recently published her top ten goals for contact centers in 2009. She wrote that contact center need to help sales and marketing departments retain and increase revenue. Out of her list she points out that the top four goals are of crucial importance and should take precedence over any other activity:

1. Improving productivity and reducing operating expenses
2. Retaining customers
3. Generating incremental revenue
4. Providing an outstanding customer experience

We at ClickFox hear these analysts loud and clear and agree with their evaluations for the coming year. That’s why ClickFox offers a unique Customer Experience Analytics solution that enable a company first to understand every customer interaction across all touch-points, and then take action to improve the customer experience while lowering operating costs. Our Customer Experience Analytics (CEA) solution models data from all customer interactions – email, website, chat, phone calls, retail, IVR, and more – enabling our customers to discover, improve, and drive the ideal customer experience for both their customers and for their company.

To read more about some of our recent results in several industries, head over to our download library and download our case studies.

Our very own Chief Marketing Officer, Anna Convery, will be speaking tomorrow morning, Jan. 22nd 2009 at 7:30am EST, at the Technology Association of Georgia’s CRM Society event titled “The State of the CRM Industry.”

Where:
Oracle – Building 500, Suite 1120
1100 Abernathy Road
Atlanta, GA

When:
Thursday, Jan 22, 2009
07:30 AM – 09:00 AM

Other Panelists:
Bruce Culbert, CEO, iSymmetry, Chairman and Co-Founder, myCRMcareer.com
Mark Storm, Regional Vice President, Salesforce.com

You can register for the event by clicking here.

ClickFox has received the 2008 Product of the Year award by Customer Interaction Solutions Magazine. Our flagship product, ClickFox Customer Experience Analytics (CEA) was honored for outstanding innovation. Here’s a summary of today’s press release:

ATLANTA ,GA – January 14, 2009 – ClickFox, Inc., the defining leader of Customer Experience Analytics (CEA) software and solutions, announced today that the ClickFox CEA solution has received a 2008 Product of the Year Award from Technology Marketing Corporation’s (TMC) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

“I am pleased to honor ClickFox for their hard work and accomplishments. Their commitment to quality and excellence benefit the contact center experience as well as ROI for the companies that use them,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions.  “For 11 years, Customer Interaction Solutions magazine has recognized the companies which demonstrate excellence in technological advancement and application refinements.”

Read the full Press Release here.

ClickFox has teamed up with our partner Intervoice/Convergys for a webinar titled: “Turning Lemons into Lemonade: How to make the most of your contact center investment during an economic crisis.” Here are the event details:

Date: February 10th, 1:00 – 2:00 Eastern
Presented By: Jenny Burr, Sr. Manager Speech Solutions, Intervoice/Convergys; Alex Massie, Vice President of Business Solutions, ClickFox

In both the best of times and the worst of times, Convergys Multichannel Analytics, powered by ClickFox’s Customer Experience Analytics technology, enables better and faster decision-making on these critical areas and beyond.

Listen and Learn
Find out how Multichannel Analytics enables you to:

• Leverage the significant amount you’ve already invested in data collection, using data from any and all systems
• Create your unique view of the total customer experience
• Use Convergys Professional Services to analyze customer behavior and provide specific, actionable recommendations for modifications or simple application tuning in order to improve the customer experience
• Gain actionable insights to see/address key links to business drivers such as improving customer satisfaction, retention, first contact resolution, and self-service completion, reducing operational costs, and closing up-sell opportunities

UPDATE: This event has ended. Click here to register and replay this webinar.

We’ve just released another case study in our download library today. This one deals with the health care industry and is titled: “Leading Health Care Company Relies on Customer Behavior Insights to Improve Self-Serve Completion Rates and Reduce Live Agent Transfers.” Here’s a short summary:

One of the nation’s leading diversified health care benefits companies serves approximately 37.2 million people with information and resources to help them make better informed decisions about their health care. They offer a broad range of traditional and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life and disability plans. Customers include employer groups, individuals, college students, part-time and hourly workers, health plans, governmental units, government-sponsored plans, labor groups and expatriates.

They wanted to know where and why customers were transferring to live agent support and what could be done to shorten the time it took to submit a prescription refill in the system. In search of a clear, quantifiable picture of customer behavior and an understanding of the customer experience, the company turned to ClickFox Customer Experience Analytics to understand the application pain points and analyze how customers were moving through the automated Prescription Refill and Order Status processes. ClickFox created a customer traversal model and visual mapping, populated by customer data, showing exact movement through the application by customer segment, and actions taken before, during and after each point in the process, revealing at what specific points customers experienced problems and why.

Click here to download the Case Study.

New PR just released shows that company momentum surges with new customers, 100% contract renewal rate, significant new partnerships, and expanded solution offerings. Here’s the summary:

ATLANTA – January 13, 2009 – ClickFox, Inc., the defining leader of Customer Experience Analytics (CEA) software and solutions, today announced the company’s 2008 fiscal year results. Marking the company’s strongest financial performance to date, the year saw a string of successes capped off by a 100%+ leap in booking growth over 2007, dramatically exceeding overall industry growth forecasts. With the record-breaking growth, the company extends its successful track record of growing year-over-year, providing surging momentum and an expanded customer base on which to accelerate growth in 2009.

Read the full Press Release here.

There’s a new white paper in our download library that I wanted to make everyone aware of. The topic of discussion is customer satisfaction (CSAT) and how our customers have been leveraging ClickFox CEA to improve their CSAT metrics. Here a quick summary:

Customer satisfaction (CSAT), the measure of how products and services supplied by a company meet or surpass customer expectations, is a key performance indicator within the enterprise and in a competitive marketplace. Yet, CSAT is often an ambiguous and abstract concept because the actual manifestation of satisfaction levels varies widely across consumer populations and product segmentations. According to a recent Forrester Research report (“The Customer Experience Journey” by Bruce Temkin, Sept. 17, 2008), good customer experience has a high correlation to customer loyalty across virtually every industry vertical. The same report noted that, based on their surveys, customers are currently not satisfied with company interactions. Of all the different interaction channels (from in-person, to live phone agents, web and e-mail) the lowest level of customer satisfaction was related to phone-self service (IVR).

The following white paper explains real world customer satisfaction issues and shows how ClickFox CEA addresses such things as:

• What experiences lead to high/low CSAT scores?
• What were the reasons for a poor or favorable survey score?
• What behaviors need to be encouraged or discouraged that will favorably impact CSAT scores?
• How can CSAT be improved?

To read the entire white paper click here.