1to1 Magazine today published an article titled "What's Wrecking Your Customer Experience" where they explained four strategies companies can use to navigate their way to customer experience excellence. Anna Convery, ClickFox CMO, was one of the interviewees quoted in the article:

Anna Convery, chief marketing officer at customer experience analytics company ClickFox, says she is beginning to see more chief customer officers and the like who sponsor customer experience projects. But it's not yet commonplace.…

I just read a fantastic post by Peter Merholz: "A Framework for Building Customer Experiences." Before continuing to read what I think you should head over to his blog and read it. Are you back? Great! What did you think? Well, I can't agree more with how Peter defines the inside-out approach to design that many companies take. And like he says, it's not their fault because they just don't have the right tools to understand…

I read an interesting post on the Good Experience blog that got me thinking about how organizations are aligning themselves to become more customer-centric. The post was a paraphrased chat with someone who asked "Since  CIO s spend their days deciding which system to buy, or migrate, or install, do they really need to worry about the customer experience?" At first I was surprised that this question even came up. Of course a CIO…

Contact Professional has published an article written by ClickFox titled "Five Ways Customer Experience Analytics (CEA) Solutions Can Help You Overcome the Shortcomings of Your Business Intelligence (BI) Tools." The five ways discussed in the article are:

1. CEA solutions point you to the problem areas for further investigation.
2. CEA solutions track customer behavior paths and show you what happened and why.
3. CEA solutions can ingest…

Erika Morphy of CRMBuyer.com wrote an article about self-service in general and specifically named IVR systems as one of the problematic channels that customers don't like to use:

One area of technology development that has not progressed at a head-spinning pace is self-service -- that is, automated systems that aim to help customers without involving an actual human rep. Although these systems have improved over the past couple of decades, some nagging problems…

Last week TMCnet.com published an article discussing the ways that Customer Experience Analytics can help companies overcome the shortcomings of BI tools. Here is a short excerpt from the article:

Certain surveys have found that only 13 percent of companies implementing BI tools will ever achieve their original business objectives. Market research has shown that of surveyed executives in Fortune 500 companies:

76 percent were forced to make decisions because not…

In a recent blog post VP & Research Director at Ventana Research, Richard Snow, recommended taking a look at what the ClickFox product can do to help you optimize the customer experience across channels and take a key step to supporting customer performance management. He also writes about a recent piece of research he just finished, where the majority of companies said it was important for them to track interactions across channels, however closer…

I came across an interesting article titled " Overheard - The IT department decides what data you get to see? " that raises a lot of very valuable points about the shortcomings of current BI tools. One of the things that jumps at you right away is a quote from Forrester Principal Analyst, Boris Evelson , who is quoted (from a different article):

"One bank CIO recently told…

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…