Wikipedia defines 'Big Data' as "datasets that grow so large that they become awkward to work with using on-hand database management tools. Difficulties include capture, storage, search, sharing, analytics, and visualizing." Traditionally, this has been the case in the fields of Astronomy, Genetics, Meteorology, Internet Search, Finance and Business Informatics. At ClickFox, we view customer experience as a 'Big Data' problem which we solve using our CEA solutions. Here's an example that will give…

ClickFox is presently seeking candidates for: Marketing Manager position to support our growing marketing department needs. Junior Business Analyst positions to deliver consulting and analytics work for multiple large enterprise customers. Senior Sales Executives to immediately expand our North American sales organization in the role(s) of Sales Director. For a full description of these positions, visit our careers page .

ClickFox today announced that it has signed a multi-year contract with a leading energy company to analyze and improve the complete, cross-channel customer experience. Serving more than 4 million consumers, the organization will leverage CEA to track and analyze customer behavior across channels, including Web, IVR, and call center agent interactions from a central marketing data warehouse to identify ways to optimize self-service, reduce customer frustration, and improve first contact resolution. Marco Pacelli, ClickFox's CEO says:…

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

• Latest ClickFox News
• Customer Service  Best Practices Survey Results
• Did You Know?
• ClickFox Webinar Series
• Free Analyst Reports
• Free Downloads

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During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer relationships as a more cost-effective way to increase revenue. It is also during these times that they realize the vital role that customer service operations play in maintaining profits and improving customer loyalty. The Customer Service Best Practices survey sought to discover:

• Which industries are doing the best job when it comes…

We've created a quick 4 minute video demo to give you a glimpse into the capabilities of ClickFox Pulse , the only product of it's kind that features fully customizable executive dashboard reports that visually display customer experience trends and key performance metrics across channels. Users can monitor and track the metrics that are most important to their role or business and executives can quickly and easily monitor changes in metrics like self-service…

ClickFox , the pioneering leader of  customer experience analytics (CEA) software and solutions, and  Next IT , a leader in the design and implementation of natural language, self-service technology for businesses and organizations, today announced a partnership to redefine customer service through technology. Next IT will use ClickFox's CEA to understand how customers interact with Virtual Experts, to optimize Virtual Expert performance and measure the overall user experience.

"By…

ClickFox CEO, Marco Pacelli, contributed an article on Bloomberg/BusinessWeek that gives companies a few tips on how to avoid the mistakes found in our recent customer tipping point survey . In our survey, the top three responses when customers were asked what makes their blood boil were:

• Speaking with multiple agents and starting over every time.
• Dealing with rude or inexperienced representatives or service technicians.
• …

Bob Thompson, founder and CEO of CustomerThink, recently interviewed the VP of Customer Experience at Sprint and mentioned ClickFox's part in helping understand the complete cross-channel experience during the interview. It's an interesting interview that touches on how large organizations are embracing customer experience at the executive level and what impact customer experience analytics has on operational efficiency, customer satisfaction and churn rates. Interview topics include (from CustomerThink): Role and empowerment of VP of Customer…

In our last survey on customer tipping points , consumers told us where companies fail at meeting their expectations and how they react to poor customer service.  Since we now know what makes them tick, we're going to find out what companies are doing right. Take our simple, 3-minute survey and tell us what companies are doing to meet or exceed your…