ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

Marketing’s Role In The Customer Experience Ecosystem

We’ve all done it: called a company about a product or service only to navigate through an endless voice system. Perhaps after that we fired off an email to customer service and then we got online…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

“What is Customer Satisfaction—Really?”

High customer satisfaction translates to customer loyalty, and loyalty is one of the biggest drivers of corporate growth. Let’s face it – customer satisfaction is at an all-time low in our country. So, what exactly is going on?

For…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

Which Operating Systems for Smartphones are Generating Higher Service Costs?

The explosion of smartphones has revolutionized the wireless world in recent years, serving as an additional revenue stream for telecom companies, while offering consumers dramatically advanced user experiences and convenience. Smartphone data plans increase…

In our latest CEA i industry market brief , we decided to tackle an interesting, but often neglected, aspect of the booming smartphone mobile market: Service Costs.

The explosion of smartphones has revolutionized the wireless world in recent years, serving as an invaluable additional revenue stream for telecom companies while offering consumers dramatically advanced user experiences and convenience. Smartphone data plans increase monthly service bills by $10-$20 per customer, improving the bottom line…

E Source , a provider of independent research, advisory, and information services to utilities, major energy users, and other key players in the retail energy marketplace, recently released its  2011 Review of North American Electric and Gas Company IVRs and 3 of the top 7 ranked utilities are leveraging ClickFox customer experience analytics to optimize IVR effectiveness and increase self-service success. One top-ranked provider  increased IVR containment from 30% to 70% with…

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…

We published our third Industry Brief today focused on the utility industry . One of the biggest challenges utility executives face is changing the utility culture to be more flexible and customer focused as they strive to implement current trends in customer service and compete in an environment characterized by volatile market conditions regulation and de-regulation, and unexpected seasonal and event-driven peaks in volume. ClickFox has been helping utility companies …

Consumers and enterprises are expected to increase interactions with their financial service providers in response to the current economic climate as they strive to re-evaluate finances and shift around assets. Each of these interactions represents the potential to keep or lose important customers, according to Forrester Research, which two years ago defined customer experience as "one of the key skills for survival in the financial services industry." That prediction seems even more relevant today as financial…

  We've added a new section to our download library for industry briefs and we'll be adding new content for download on a weekly basis. The first industry brief that's available right now is the Retail Industry Brief . Download it and find out how ClickFox Customer Experience Analytics can help retail companies deliver a…