ClickFox's Customer Experience Analytics Blog

Sprint was recognized today for their enterprise-wide vision and commitment to the customer experience as the Gold winner of the 2010 Gartner & 1to1 Media Customer Relationship Management Excellence Award in the Customer Experience category. These awards highlight innovative companies that impact value through their customer relationship strategy and demonstrate excellence in delivering the customer experience.

Sprint leverages ClickFox CEA to analyze customer experience behavior trends across interaction channels, including retail stores, web, call center, IVR, and CTI routing applications. This single, powerful view of the customer is tied to customer satisfaction and customer churn data to identify hidden connections between interactions and customer loyalty for dramatically improved satisfaction and retention.

Bob Johnson, Sprint’s Chief Service Officer, says:

“The award is gratifying and a reflection of Sprint’s work over the last few years to improve the quality and consistency of our customer interactions. ClickFox, one of our important partners in this process, provided us with key insight needed to drive measurable improvements in customer satisfaction, loyalty and retention.”

Marco Pacelli, ClickFox’s CEO, congratulated Sprint on this prestigious award and says:

“Sprint has demonstrated what it truly means to be customer-centric by elevating customer experience to be a strategic, enterprise-wide initiative. They are one of several progressive Fortune 500 companies leveraging cross-channel analytics, and ClickFox is proud to be a part of their commitment to revolutionizing the complete, end-to-end customer experience.”

Read the full press release here.

As customer experience becomes more strategic in today’s enterprise, ClickFox Pulse answers the demand for executives to gain direct, easy access to key customer experience metrics and insight, enabling them to keep their finger on the ‘pulse’ of their customer and their business. Pulse draws on ClickFox’s unique ability to unify the customer experience by leveraging data from all customer interaction channels, including: retail, Web, IVR, call center, email, chat and mobile/SMS applications. Powered by ClickFox’s award-winning CEA platform, ClickFox Pulse introduces new, innovative features that enable executives to gain a single view of the customer across the enterprise.

Pulse is also the first product of its kind that measures the financial impact of today’s complex customer experience on the organization. By leveraging user-defined data like cost per transaction and average lifetime value, executives can immediately identify opportunities to reduce costs and grow revenue by implementing more efficient, customer-centric business strategies and processes. Pulse can then be used to monitor and measure the upstream and downstream impact of changes over time for seamless reporting and analysis.

Marco Pacelli, ClickFox CEO, says:

“Traditionally, executives have only had access to limited, siloed views of the customer from various departments within the organization. ClickFox Pulse was specifically designed to reveal hidden connections in customer behavior across all interaction channels, eliminating these executive ‘blind spots’, and delivering a single, powerful view of the customer experience across the entire enterprise. ClickFox is the only solution on the market able to deliver this level of insight in a way that is highly intuitive and actionable, supporting a top-down approach to customer experience.”

(If you’re reading this post via an Email subscription – Click here to view a demo of ClickFox Pulse )

Read the complete press release here.

Today we announced the release of a new book being published July 7^th, Agile Development and Business Goals: The Six Week Solution. The book is authored by Bill Holtsnider, Joseph Gee, George Stragand and Tom Wheeler; four of the company’s visionary software developers behind the pioneering customer experience analytics (CEA) software and solutions. The book goes beyond theory and academia to offer a practical guide for aligning software development processes with core business goals.

Tom Wheeler, VP of Research and Development at ClickFox says about the book:

“I have applied the knowledge and best practices in this book to launch innovative, business-driven enterprise software solutions like customer experience analytics (CEA). I think developers will appreciate the fact that this book speaks their language, and does so in the context of their role in driving strategic goals for the organization.”

The book is available for pre-order on Amazon.com.

We’re pleased to announce the addition of Rob Strickland, Senior Consultant to Amdocs, Ltd, to our customer advisory board. The ClickFox advisory board is comprised of progressive executives from leading, world-class organizations in financial services, telecom, utility and insurance, who share a mission to improve and optimize the complete, cross-channel customer experience.

Marco Pacelli, ClickFox CEO, says:

“ClickFox will leverage Rob’s extensive experience and innovative vision for our growing advisory board. His expertise and successful track record of applying technology to achieve strategic business results makes him a highly valuable asset for ClickFox’s continued growth and dominance in the customer experience analytics market.”

Read the full press release here.

ClickFox today released the results of a survey conducted to understand how consumers prefer to interact with companies when completing various service transactions. The online survey was distributed to a large group of consumers across age groups and geographical regions, and delivered valuable insight into today’s true customer needs and preferences.

Here’s a quick glimpse into the preferences of customers of wireless providers:

(click to enlarge)

The survey covers the following industries: Banking, Wireless, Cable, Insurance, Healthcare, Utilities. Click any of the previous links to download an industry case study.

Go here to download the survey results.

Go here to read the full press release.

ClickFox is proud to announce the launch of Customer Experience Analytics Insight (CEAⁱ), a new industry research service to map the complete customer experience and identify the greatest opportunity for improvement across interaction channels and key points of service:

• Rooted in analytics engine of 240 million monthly customer interactions, industry research pinpoints customer behavior trends and best practices
• Findings reveal biggest opportunity is for companies to improve self-service to increase deflection and lower costs
• Small improvements in heavy transaction volume areas drive multi-million-dollar savings for large organizations

Initial CEAⁱ findings reveal a critical need for companies to focus on improving voice self-service:

• Over 40% of self-service interactions result in transfer to a live agent, driving hundreds of millions of dollars in increased operating costs for call centers.
• Deeper analysis reveals that 10% of these interactions transfer due to a failed transaction, and 24% transfer without even attempting self-service, pointing to a need to identify where customers encounter issues to truly make self-service experiences more intuitive and effective.

The most compelling findings and proven best practices of category leaders for optimizing voice self-service is detailed in a market brief, available for download at: http://web.clickfox.com/ceai-voice-self-service/.

Read the full press release here.

ClickFox announced today significant company growth in the first quarter of 2010. With a growing roster of Fortune 500 customers in the utility, financial services and telecom industries, ClickFox continues to expand an already massive repository of customer experience behavior data and is now processing close to one billion cross-channel customer interactions per month. Say ClickFox CEO, Marco Pacelli:

“Market demand for actionable insight into customer behavior and experience continues to grow exponentially. A plethora of tools such as speech analytics have emerged in recent years, but only deliver insight into single-channel interactions (often at the conclusion of the customer experience instance), neglecting the fact that a majority of customers today utilize multiple touch points to interact with companies. Without insight into this cross-channel customer experience, organizations are missing out on huge opportunities to deliver efficient, effective and rewarding experiences.”

Read the full press release here.

Try out our free Customer Experience ROI Calculator to see how ClickFox CEA can help your organization achieve its goals.

ClickFox announced a multi-million dollar expansion contract with a leading U.S.-based global financial services organization to analyze and improve customer experience across all interaction points, including all contact center consumer touch points – contact center self-service channels, call routing, agent interaction  and agent performance, email and chat.

Says ClickFox CEO, Marco Pacelli:

“Progressive, forward-thinking companies like this one are already realizing the extraordinary value of the cross-channel approach to customer interaction analytics. Most organizations are still relying on siloed tools, like web and speech analytics, that only deliver a very limited view of the issues impacting customer experience. It is critical to understand how to prevent unnecessary and expensive agent interactions — as well as multiple attempts, and multiple touch point interactions — however today’s agent performance data stops short of telling us why simple transactions end up with a live agent. And the subsequent effect on customer experience.”

Read the entire press release here.

To read a ClickFox Financial Case Study, click here.

ClickFox and Merced Systems today announced a partnership delivering visibility into the customer-agent-organization relationship. This combination of comprehensive cross-channel customer behavior insight from Clickfox with the sales and service optimization solutions in Merced Performance Suite will align customer experience with agent performance and revenue optimization goals for large enterprise customers. Says, ClickFox CEO, Marco Pacelli:

“In our customer base and in the overall marketplace we are seeing increased demand to quickly and efficiently provide data not only to optimize the customer experience but also to drive more revenue from service operations. Our relationship with Merced Systems delivers on this demand by enabling organizations to align customer behavior and preferences to sales and service strategies so they capitalize on every interaction to dramatically increase loyalty and revenue.”

Read the full press release here.

Find out more about Customer Experience Analytics in the Utilities, Finance and Retail industries here.

ClickFox announced today that it has signed a multi-year contract with a leading Fortune 500 energy company to analyze several million monthly customer interactions across a variety of service channels. The organization will use ClickFox CEA to track and analyze customer behavior across their web site, interactive voice response (IVR) system and call center (including agent desktop, call routing and electronic dialogue) to get a complete picture of the full experience from the customer’s point of view.

Says Marco Pacelli, ClickFox CEO:

“This new relationship further deepens ClickFox’s domain expertise in the energy industry and adds to an already impressive roster of Fortune 500 utility companies. With the addition of this customer, we now have insight into customer behavior for nearly 40 million energy consumers in the US, enabling us to focus on the most critical areas impacting their experiences and develop industry best practices for cross-channel customer experience excellence.”

Read the full press release here.

You can also read a Utility Industry Case Study or our Utility Industry Brief.