In the latest  CEA ⁱ customer experience industry research, ClickFox examined behaviors in customer identification (authentication) during web and phone self-service interactions for more than 300 million consumers in the financial services, telecom, utility and insurance industries. Analysis revealed insight into the following:

• How do authentication rates vary across industries?
• What are the best methods of identifying customers?
• How does authentication impact operations…

Customer retention is a top priority for most companies, especially in highly competitive industries, like insurance or travel. I wanted to share a quick example that demonstrates how a company can be completely blind to the events leading to customer churn. In this case we're talking about an insurance company that I've been a loyal customer of for the past 5 years.

One of the websites I use to…

"The ClickFox Experience," our  quarterly newsletter was sent out to subscribers earlier today and contains information about the following items:

• Latest ClickFox News
• Cost of Customer Experience Calculator
• Did You Know?
• Upcoming Events
• ClickFox Interactive
• ClickFox Mindshare
• Free Downloads

If you aren't subscribed to our newsletter, just enter your email…

We wanted to share some of the latest interviews of ClickFox's CEO, Marco Pacelli, from the last few weeks: ClickFox on Big Data Realism and Future of Customer Analytics

Consumers are increasingly using social media channels to talk about the companies they do business with, but they are also directly interacting with businesses and fellow consumers through online communities, like forums and blogs, to access information, service and support. Take our 2-minute survey to tell us if and how you’re using social media to communicate about products and services and you’ll be entered into a drawing to win an Apple iPad! You’ll also…

ClickFox today announced that it achieved record growth in 2010, with a collective customer cost savings totaling billions to date. ClickFox CEA currently analyzes nearly one billion customer interactions per month across retail stores, web sites, call centers, chat, mobile applications and more from the nation's largest banks, wireless telcos, and utility and insurance providers serving nearly 300 million consumers.

"With each additional customer added and more sophisticated deployments involving emerging channels like social media…

Our CEO was just interviewed by Wikibon. You can watch the complete interview below:
Watch live video from Wikibon on Justin.tv

We wanted to take this opportunity to introduce the latest member of our management team, as Senior Vice President of Worldwide Sales, Sefton Cohen is responsible for setting the company's global sales strategies, as well as leading ClickFox’s rapidly growing sales organization. Throughout Cohen’s more than 17 years of enterprise-technology sales and executive management experience, he has played a pivotal role in launching and growing sales organizations to create value…

In a move that further solidifies its leadership position in the analytics space, ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced it has raised $18 million in financing from a syndicate led by Morgan Stanley Alternative Investment Partners (AIP). The financing will support the company's continued growth and expansion in the rapidly growing and evolving marketplace.

"The tremendous growth ClickFox has experienced over the years is a testament to…

ClickFox today announced a multi-year contract with a leading energy company to address one of the primary strategic goals of the organization: optimizing the customer experience across touch points to constantly meet and exceed customers' expectations. The organization which serves millions of residential, commercial, and industrial customers will leverage CEA to analyze the end-to-end customer experience through each communication channel to gain a deep understanding of key customer behaviors, preferences and trends not possible with traditional…