ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

Marketing’s Role In The Customer Experience Ecosystem

We’ve all done it: called a company about a product or service only to navigate through an endless voice system. Perhaps after that we fired off an email to customer service and then we got online…

As a reflection of its recognition of the importance of customer experience management, ClickFox has joined the CXPA as a Corporate Member of the growing association.

The CXPA supports the professional development of its members and advances the field by providing research and education, establishing standards, offering networking and career opportunities, promoting the industry, and creating a better understanding of the customer experience discipline.

“ClickFox has been a…

It's been a few months since our previous post about voice of the customer programs being inadequate indicators of customer experience in general and customer satisfaction in particular. Recently we came up with some additional data about this topic that we thought would be important to share with our readers.

During a recent analysis for one of our large customers who is adamant on using VoC programs…

ClickFox, the defining leader in a new breed of experience analytics , today announced a technology partnership with Teradata Corporation (NYSE: TDC), the world’s leading analytic data solutions company focused on Integrated Data Warehousing , Big Data Analytics , and Business Applications . The complementary technologies of ClickFox customer experience analytics and Teradata analytic data solutions will enable more users across…

Mobile applications are slowly taking over our lives. To understand how consumers are using apps for customer service, we'd like you to participate in a survey that we're conducting. We're trying to understand usage, preferences and perceptions of mobile applications for customer service and engagement.

Take our 2-minute survey and we'll enter you in a drawing for a chance to win an iPad 2! We're going to…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

“What is Customer Satisfaction—Really?”

High customer satisfaction translates to customer loyalty, and loyalty is one of the biggest drivers of corporate growth. Let’s face it – customer satisfaction is at an all-time low in our country. So, what exactly is going on?

For…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

Which Operating Systems for Smartphones are Generating Higher Service Costs?

The explosion of smartphones has revolutionized the wireless world in recent years, serving as an additional revenue stream for telecom companies, while offering consumers dramatically advanced user experiences and convenience. Smartphone data plans increase…

ClickFox CEO, Marco Pacelli, recently participated in an online webinar hosted by our partners at EMC/Greenplum:

Massive volumes of information – commonly referred to as Big Data – are growing beyond the performance capacity of traditional data warehouses and database management systems. New technologies like analytic databases, open source software, noSQL and Hadoop are enabling businesses to process massive amounts of data that had previously been untapped and wasted.

The bottom line is that…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

Is Social Media Just Another Customer Service Interaction Silo?

Social media is all the rage lately with new solutions, companies and “gurus” popping up everywhere. There’s no denying that social media has revolutionized the way companies listen to and engage with their customers, but…

In our latest CEA i industry market brief , we decided to tackle an interesting, but often neglected, aspect of the booming smartphone mobile market: Service Costs.

The explosion of smartphones has revolutionized the wireless world in recent years, serving as an invaluable additional revenue stream for telecom companies while offering consumers dramatically advanced user experiences and convenience. Smartphone data plans increase monthly service bills by $10-$20 per customer, improving the bottom line…