A few days ago Gartner issued a press release where they discussed recent analyst feedback stating that BPM (business process management) solutions have helped companies reduce costs by as much as 20% in the first year of use. The article says:

As companies try to find cost optimization opportunities during the economic downturn, business process management (BPM) investments can provide a cost savings of as much as 20 percent within the first…

We've recently updated the resources in our download library to make the documentation more readable and included some new screenshots in our white papers. If you haven't checked these free downloadable resources, you should do so right now. Here's a quick look at the new design - click the images to download these files immediately ( Financial Case Study - left, CEA Technical White Paper - right):

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We just sent out our quarterly newsletter and wanted to share it with site visitors and blog readers as well. Feel free to share the link with your colleagues as well. The ClickFox Experience | Q1 2009 If you would like to subscribe to our newsletter and recieve the next issue directly to your email, just enter your e-mail in the box on the right sidebar of blog. Any comments or suggestions are welcome.…

Avinash Kaushik wrote a terrific post on his blog, Occam's Razor, titled " Aggregation of Marginal Gains: Recession Busting Analytics! " which touches on topics that apply not only to web analytics but can be expanded into customer experience analytics as well. If you haven't read Avinash's post, do that now, then come back and read more here.

ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced that the company has been selected as one of the Top 40 Innovative Technology companies in Georgia by the Technology Association of Georgia (TAG) , the state’s leading technology organization.

"Our congratulations to ClickFox for making this year's Top 40 list,” said Tino Mantella, president of TAG. "Every year the Top 40 competition is one of the highlights of…

We asked Marco Pacelli, ClickFox CEO, about his top 5 tips for building customer loyalty. Here's what he had to say along with a few examples: 1. One Experience Does Not Fit All: The first tenet of customer loyalty is about serving customers according to their preferences. Different customer segments tend to have strong interaction preferences - choosing, for instance, to speak to a live agent or to log on to their account via mobile browser…

ClickFox will be at MIT in May as a panelist and a Gold Sponsor. Here's a little more about the event:

The MIT Sloan CIO Symposium is an annual one-day conference, held on the MIT campus, where CIOs and other senior business executives from around the world gather to explore how leading-edge academic research and innovative technologies can help address the practical challenges faced in today’s changing economy. Senior IT decision makers engage…

In a press release this morning it was announced that Amdocs is the latest company to partner with ClickFox to sell and deliver Customer Experience Analytics solutions:

ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced that it has signed an agreement with Amdocs to offer its award-winning CEA solution to service providers. Under the agreement, Amdocs will utilize ClickFox CEA—a patented behavioral analysis engine that visually synthesizes all interaction…

I just couldn't resist the pun in the title of this post. As some of you may have already read in other places, Datamonitor associate analyst Aphrodite Brinsmead has published an article about Twitter and Google as customer service tools in which she says:

The current business environment consists of a struggling economy, in which customer acquisition is challenging, while consumers are increasingly sharing information on the web. These…

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…