Our second event in the ClickFox Webinar Series, featuring Bruce Temkin of Forrester Research is now available for playback. Just click the link to register and view the rebroadcast. Bruce highlighted the importance of customer experience in differentiating your company from the competition. He's been speaking and writing about Experience-Based Differentiation (EBD) at Forrester and on his blog for a while now (read more at Customer Experience Matters ). ClickFox…

McKinsey & Company has just published a new article in The McKinsey Quarterly about " Maintaining the Customer Experience " in which they make some very valid points.

In their report they state that as a result of challenges in the economy, consumer companies are “cutting back the service levels that customers have come to expect,” and as a result, “satisfaction scores are reversing.” McKinsey's research shows that the focus of senior executives…

We hope you've been keeping track of all the new material available for download from our Download Library . We've just added a new Telco Case Study to the financial and utility ones already published. Here's a brief summary:

One of the most popular prepaid wireless brands in the US was searching for a way to reduce live agent support by providing more effective voice self-care options. Customer care management was interested…

Our very own Myles Rose, Vice President EMEA at ClickFox, has published an interesting article over at MyCustomer.com titled "Breaking down the barriers to customer experience measurement." Here's a short excerpt to get you started:

Today’s companies are using multiple channels and complicated paths to do business. Unfortunately, traditional reporting and analytics tools cannot identify the ideal customer experience across all of these channels, nor can they tell businesses where they are effective…