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.