Welcome to our brand new blog! ClickFox is the pioneering leader of a new field called Customer Experience Analytics (CEA). So what does that mean exactly? In a nutshell, CEA software synthesizes all information from all customer touch-points in an integrated, visual view to understand and manage the “Total Customer Experience.” Customers are multi-dimensional beings; their true behavior is manifested in a complex web of interactions. So why settle for only a limited single-channel window of understanding into the customer experience? By pulling together data from all your systems (from IVR & CRM/agent desktops to web and email to handheld devices and kiosks, among others), ClickFox CEA connects the dots with visually intuitive mappings of all your customer interactions to reveal hidden connections and powerful customer insights. With this holistic view, you can build a significant competitive advantage by enabling better, faster decision-making on fundamental questions, such as: What is the ideal customer experience? Where are we falling short and why? Why do individual customers defect? Where and why do customers get frustrated as they move through our different channels? What really drives 1st contact resolution, effective cross-selling and other key metrics? Where should we best invest our limited time and resources? So stay tuned right here. In the coming weeks and months, we’ll give you access to white papers, case studies, recorded webinars, sneak peeks into new product releases, how-to video guides and more. We hope you’ll join us in some lively discussion as we open the floor to questions and we get to know each other better. That’s it for now. Please be sure to bookmark this page or subscribe to our RSS feed via your favorite RSS reader or via e-mail. And don't be shy, leave us a comment once in a while! Let's get started.