ClickFox's Customer Experience Analytics Blog

ClickFox is proud to sponsor the 22nd annual ‘On Wings of Hope’ gala and the continuing efforts of the Hope Heart Institute. The live auction event raises money for cardiovascular research and education to make heart disease – America’s No. 1 cause of death – more treatable, beatable, and preventable. The gala will take place on Feb. 20th at 6pm PST in Seattle, WA. For complete details click here.

To read more about how ClickFox is providing continuing support to national and local community and charitable organizations, click here.

Anna Convery, ClickFox CMO, will speak at the Technology Association of Georgia’s ‘State of CRM’ event, an annual gathering of technology leaders focused the customer relationship management (CRM) industry. More than 60 senior CRM executives will be attending the State of CRM Breakfast, which will take place Thursday, January 14, 2010, from 7:30 am to 9:00 am at Oracle Corporation, 1100 Abernathy Rd., Suite 1120, Atlanta, GA 30328). For more information, visit: www.tagonline.org.

Every January the TAG CRM Society hosts a panel to discuss the newest trends in the industry. This year, the theme is centered around Gartner’s Top 10 Strategic Technologies in 2010, five of which are relevant to the CRM industry: (1) Cloud Computing, (2) Advanced Analytics (3) IT for Green, (4) Social Computing and (5) Mobile Applications.

Read more about the event here.

On October 1st, at 1pm EST, we will host a webinar titled “Dramatically Reduce Customer Churn and Build Loyalty with Customer Experience Analytics:”

Increased competition within today’s marketplace and customer demand for diverse communication methods means that companies must address customer experience across all available service channels to stay profitable. However, traditional approaches only provide a one-dimensional view into customer behavior patterns, offering little to no insight into retention opportunities.

Join us to hear how one of the nation’s largest service providers was able to save over 1,500 customers per month by analyzing specific behavior patterns leading to dissatisfaction and churn. ClickFox CEA delivers a powerful view of customer experience across all touch points, enabling companies to proactively respond with highly effective, customer-centric retention strategies.

Attendees will learn how several world-class organizations across industries are using ClickFox CEA to:

• Gain insight into which specific customer experiences lead to negative and positive CSAT scores
• Understand and quantify the relationship between low CSAT scores and likelihood of customer churn
• Implement targeted process and retention strategies based on comprehensive customer insight across all channels

Limited seats are available – reserve your seat today.

This week, ClickFox hosted the latest in our webinar series with an event that focused on Customer Experience Analytics in Retail. If you missed this webinar, which also included an excellent CEA product demo, you should click here and register to to view the replay.

To register for any of our upcoming events, please click here.

Other useful links:

1. CEA Product Demo
2. Retail Industry Brief

We had a great time at SpeechTEK this year! While some of the exhibitors were milling about, we had a lot of traffic at our booth and people were 3-4 deep trying to get a glimpse of the live demos we were running around the clock.

There was definitely a buzz about ClickFox’s ability to deliver cross-channel customer experience analytics and it seemed like everyone wanted to know more. Here’s a quick video of what the booth looked like. You can see Jeff James, Senior Director of Sales Engineering, engage the crowd in a discussion about the capabilities of CEA5:

ClickFox CMO, Anna Convery, sat on the panel “Using Analytics to Drive Value” with several other industry experts. While many companies have been quick to jump on the “analytics” bandwagon, many of the solutions offered today are technology specific and do not offer an easy way to combine multiple silos of information intelligently. Convery was there to try to help clear the air and set the right expectation for organizations looking to understand the complete customer experience, across all enterprise interaction touch-points.

We met many familiar faces as well as several new ones. We wanted to thank everyone who came by the booth, or met with us in person at other venues. We’d like to give a quick “shout out” to some of these people (in no particular order):

• Sheri Greenhous – Managing Partner, CRMXchange (on twitter @sgreenhaus)
• Adele Sage – Analyst, Forrester Research (on twitter @adelesage)
• Aphrodite Brinsmead – Associate Analyst, Datamonitor (on twitter @diteb)
• Judith Markovitz – President, J. Markovitz Consultants
• Ginger Conlon – Editor-in-Chief, 1to1 media (on twitter @gingerconlon)
• Nancy Jamison – Jamison Consulting (on twitter @NancyJami)
• Keith Dawson – Principal Analyst, Frost & Sullivan
• Erin Harrison – Senior Editor, TMCnet
• Bill Meisel – President, TMA Associates
• Daniel Hong – Customer Interaction Technologies Analyst, Datamonitor (on twitter @D_Hong)

We’re sorry if we left anyone out of the list, we literally met hundreds of people at the show this year. Looking forward to 2010!

BTW, the demo that Jeff is showing in the video above is now available for viewing on our website after registration. So if you’re interested in seeing what all the excitement is about, click here.

Do you have your tickets for SpeechTEK 2009? There’s less than a month left to register for the world’s biggest speech technology conference and exhibition. Nowhere else can you find so much information on the latest ideas, technologies, services, and solutions. This year, they offer more leading-edge information and opportunities for interaction with industry movers and shakers. Mark your calendar now to attend and share in discussions about how these exciting new technologies will drive the future.

ClickFox will be at booth #609 and Anna Convery, ClickFox CMO, will be on the following panel:

Monday, August 24, 2009 – TRACK A: BUSINESS STRATEGIES
A104 – Panel: Using Analytics to Drive Value 2:15 p.m – 3:00 p.m

In today’s economy, call centers face the challenge of cutting costs while maintaining superior customer service. Analytics offers unparalleled ability to harness the huge amount of customer data available to identify opportunities for increased efficiency and better customer experience. Join us to hear industry experts discuss how analytics can help your call center face tough economic times.

Anna Convery, Chief Marketing Officer – ClickFox
Diego Lomanto, Senior Solutions Manager, Analytics – Verint Witness Actionable Solutions
Mike Moore, Analytics Manager – West Corporation
Mike Hutchison, VP, Professional Services – Nexidia, Inc.

If you are interested in a one-to-one meeting with ClickFox, please let us know. We hope to see you there.

Our latest webinar, ClickFox CEA for Operational Efficiency was well attended this week and generated some interesting questions from the audience. The recorded replay is now available in case you missed it or wanted to pass along to your colleagues who may be interested. Please register and view it by following this link. As always, we’d love to hear your questions and comments.

In the following weeks we will announce our next event and let you all know the details soon.

To view some of our other webinars in the series, check out the webinar tab in our download library.

Our next event in the ClickFox Webinar Series is open for registration.

Event Description:

Today’s companies are multi-channel enterprises striving to provide customers with greater choice and a customized experience. Meanwhile, consumers have evolved to expect a unified experience across every channel, regardless of type or frequency used. For a consumer-driven business, a fragmented experience represents lost revenues and eventually lost customers. Being successful in today’s complex, cross-channel environment means effectively balancing customer experience with operational efficiency.

Please join ClickFox for a complimentary webinar entitled “ClickFox CEA for Operational Efficiency: A blueprint for enhanced self-service and customer experience success,” where you will learn:

• New KPIs to address both operational efficiency and customer experience
• The top 3 focus areas to drive the biggest benefits
• How to measure the impact of cross-channel behaviors on efficiency and overall customer experience

Presented by: Mary Ellen Thompson
Mary Ellen Thompson is a Director of Analytics at ClickFox. She has been with the company for more than four years and is responsible for providing consulting and analytics services to Fortune 100 companies. She has extensive experience in workflow optimization and frequently speaks as a customer experience and analytics subject matter expert. Prior to ClickFox, Ms. Thompson worked for IBM. She received her undergraduate degree from Stetson University and has an MBA from UGA’s Terry College of Business.

Click here to view the replay of the webinar.

We are proud to announce that Red Herring Magazine has named ClickFox a winner of Red Herring 100, an award given to the top 100 private technology companies based in North America. Winners were announced on May 13, 2009 at the exclusive Red Herring North America Conference where ClickFox CEO Marco Pacelli spoke at the event on the company’s vision and market strategy.

“This year drew well over one thousand entries and those that made The Red Herring 100 North America companies are definitely the ones to watch,” said Alex Vieux, publisher and CEO of Red Herring. “Despite the economic downturn, companies such as ClickFox are primed for success because of their role in the increasingly important field of customer experience. They will be in good company with past winners including Google, eBay, Skype and Twitter.”

Read the full press release here.

At the Red Herring Top 100 Awards, Adaptive Engineering, a leading developer of collaboration and unified communication software product and solutions for enterprises and ClickFox, the leader in Customer Experience Analytics (CEA) software and solutions today announced a strategic partnership. Leveraging the collective technology assets and expertise of the two organizations, the partnership is expected to accelerate the co-development of next-generation customer experience solutions as well as boost cost-savings and value delivered to their respective client bases.

“As companies across virtually every industry look to navigate to safer waters in this extremely challenging economic environment, they are getting back to basics by focusing on the mission-critical tasks of improving the customer experience to shore up satisfaction and retention while also looking for ways to dramatically reduce operating costs,” said Marco Pacelli, ClickFox’s CEO. “By partnering with Adaptive Engineering, ClickFox will be even better positioned to help our customers address these challenges by delivering even greater value and savings to their bottom line. Adaptive’s innovative systems and intuitive visual applications set them apart from other Unified Communications solutions — providing a number of opportunities to jointly develop new, innovative ways of holistically understanding and analyzing the total customer experience.”

Read the full press release here.