1to1 Media's Executive Business Editor Tom Hoffman has a video segment called 'Hoffman's Hot Seat' where he sits down with today's business leaders to discuss the latest trends in customer strategy and tactics. In this week's hot seat he interviewed ClickFox CMO, Anna Convery, at the Gartner 360 conference in a segment titled "Best Practices for Applying Customer Experience Analytics:"

Customer-centric companies are trying to learn as much as they can from their customers' experiences in order to more effectively meet their needs and maximize business opportunities with them. ClickFox Chief Marketing Officer Anna Convery shares her recommendations on using customer experience analytics to make the most out of each customer interaction.

Below is the interview  in its entirety (click here if you're reading this via an email subscription): Anna was also quoted today in a 1to1 Magazine article titled "Turning Up the Voice of the Customer" where she discussed how new unstructured sources of customer feedback can provide a deeper level of customer insight when integrated with more traditional, structured VoC data:

"Customers are different and have different ways of expressing satisfaction or dissatisfaction with a company," says Anna Convery, chief marketing officer of analytics firm ClickFox. New interaction channels help companies understand customer activity and reach people who don't give feedback through traditional channels.

Read the full article here.