Feb 9, 2010
Register NOW!
Understand your Customers as Individuals, Not Individual Transactions – Featuring Bruce Temkin
Thursday, March 18th 1:00 pm EST
Forrester analyst Bruce Temkin estimates that customer experience quality could cause swings of $242 million for a large bank and $184 million for a large retailer, but also notes that one of the biggest challenges to success is a lack of cooperation across the organization. Chances are, you already know how customers interact in stores, on web sites or with call centers, but looking at these interactions independently of each other creates huge ‘blind spots’ resulting in increased operations costs and customer churn. Connecting the dots between service channels delivers a complete picture of customer experience, not just several individual snapshots, for true customer-centric improvement strategies.
Join Bruce Temkin and ClickFox CMO Anna Convery to learn how best-in-class companies are applying a cross-channel approach to customer experience to:
- visualize customer experience across all retail, web, voice self service, and live agent interactions
- apply the appropriate mix of highly efficient, lower cost customer service options
- build a behavioral model for deep analysis into customer paths, trends, and preferences
- understand the direct impact of experiences on CSAT, churn and future buying behavior
- predict and proactively respond to potential churn with highly effective retention strategies
Attendees will hear several powerful case studies illustrating how cross-channel customer experience analytics is delivering multi-million dollar insights and enabling organizations to finally understand their customers as individuals rather than a series of individual transactions.
Register NOW!
You can also watch a replay of our previous webinar with Bruce Temkin, Finding Your Competitive Advantage with Customer Experience Analytics, here.
Nov 20, 2009
ClickFox hosted an excellent webinar event yesterday titled “The Hundred-Million Self Service Question” which is now available for replay. Click the link to find out what the answer is:
The answer to this question is right under your nose and contained in your customers’ everyday transaction data history – from kiosks, web site, and IVR systems. Join us to learn how several top-tier organizations reported $200MM cost savings after they discovered the specific areas driving self-service failure and increased live agent calls – simply by analyzing customers’ paths across the multiple channels they interact with.
To view the entire webinar replay, click here.
To view all our other webinars (and there are a lot of them to chose from), visit our download library.
Oct 30, 2009
Yesterday’s webinar about Customer Experience Analytics in Finance is now available for replay:
Today’s financial services providers are driven to discover new and innovative ways to reduce costs while simultaneously improving customer experience to remain competitive. Join ClickFox, the pioneering leader in customer experience analytics to learn how the nation’s leading financial services providers realized hundreds of millions of dollars in annual savings by analyzing the paths of their customers.
Watch the webinar replay now!
Oct 13, 2009
Today’s financial services providers are driven to discover new and innovative ways to reduce costs while simultaneously improving customer experience to remain competitive. Join ClickFox, the pioneering leader in customer experience analytics, at 1:00 pm on Thursday, October 29th to learn how the nation’s leading financial services providers realized hundreds of millions of dollars in annual savings by analyzing the paths of their customers to:
- Increase online and self-service transaction efficiency to deflect more calls away from agents
- Streamline authentication process for quicker account holder verification and fewer transfers
- Improve task flow processes to increase CSAT scores across channels
Attendees will learn how to leverage their existing investments in data warehousing, CRM and BI tools to gain a complete view of the customer experience, enabling targeted improvement strategies that have an immediate impact on operating costs and customer satisfaction and loyalty. Some of the nation’s most respected banking, credit card and investment organizations turn to ClickFox to transform the paths of their customers into multi-million dollar insights – register now to see how we can help you on the path to full, cross-channel customer experience excellence in 2010.
Oct 2, 2009
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.
ClickFox, the leader in cross-channel customer experience analytics, shows 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.
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 the relationship between low CSAT scores and customer churn behavior
- Discover how to predict and proactively respond to potential churn with highly effective customer-centric retention efforts
- Implement targeted improvement strategies based on comprehensive customer insight across all channels
Watch the Webinar Replay now!
Sep 11, 2009
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.
Sep 3, 2009
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:
- CEA Product Demo
- Retail Industry Brief
Aug 18, 2009
We just announced a new event in our ongoing webinar series titled “Understanding Cross-Channel Customer Experience in Retail” and it’s now open for registration.
Here are some more details:
You may know a lot about your customers, and you know they are interacting with you across many channels… But can you easily access that information and are you putting it to work for you?
Customer information and customer interactions are a retailer’s most valuable asset. But being able to understand comprehensive cross-channel customer experience and gaining actionable insights from that information either is too difficult or too expensive… Until now.
ClickFox’s Customer Experience Analytics solution can help you easily aggregate both customer information and cross-channel customer behavior patterns into one single source for sales, marketing, operations and business performance information, providing powerful analytics tools to improve decision making across your organization.
Join us as we discuss how you can:
- Integrate customer experience analysis with customer information to promote your strategic objectives
- Provide consistent service across all channels
- Gain a complete picture of your customers
- Target customer segments for tailored programs
- Stock the right products and services, in the right channels at the right time
- Streamline customer service processes for a substantial competitive advantage
In this webinar we will share use cases illustrating how retail organizations utilize customer experience analytics to:
- Deliver a superior customer experience
- Drive improvements to achieve operational excellence
- Improve customer retention & satisfaction
- Leverage marketing insight
To view all of our upcoming webinars, please click here.
Jul 17, 2009
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.
Jun 25, 2009
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.
