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…

A new press release today details how a top-tier telecommunications organization, a current ClickFox customer, has decided to expand their CEA deployment to now include all customer interactions. Based on a proven track record of multi-million dollar results with ClickFox CEA, this leading wireless provider will leverage both existing and new interaction analysis to further improve operational efficiency, customer retention, revenue generation and customer satisfaction. From the release:

“The telecommunications industry is challenged with steep competition,…

Consumers and enterprises are expected to increase interactions with their financial service providers in response to the current economic climate as they strive to re-evaluate finances and shift around assets. Each of these interactions represents the potential to keep or lose important customers, according to Forrester Research, which two years ago defined customer experience as "one of the key skills for survival in the financial services industry." That prediction seems even more relevant today as financial…

I just read a fantastic post by Peter Merholz: "A Framework for Building Customer Experiences." Before continuing to read what I think you should head over to his blog and read it. Are you back? Great! What did you think? Well, I can't agree more with how Peter defines the inside-out approach to design that many companies take. And like he says, it's not their fault because they just don't have the right tools to understand…

When faced with the sometimes daunting task of interacting with a company, most people won't say the word "fun" is the first one that comes to mind. I've heard "frustrating" or "time-consuming" many times, but does it really always have to be this way? I came across the video below (some of you may have seen this already) and thought it wonderfully demonstrates the idea that customer behavior and experience can be changed by adding a…

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…

I read an interesting post on the Good Experience blog that got me thinking about how organizations are aligning themselves to become more customer-centric. The post was a paraphrased chat with someone who asked "Since  CIO s spend their days deciding which system to buy, or migrate, or install, do they really need to worry about the customer experience?" At first I was surprised that this question even came up. Of course a CIO…

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…

Contact Professional has published an article written by ClickFox titled "Five Ways Customer Experience Analytics (CEA) Solutions Can Help You Overcome the Shortcomings of Your Business Intelligence (BI) Tools." The five ways discussed in the article are:

1. CEA solutions point you to the problem areas for further investigation.
2. CEA solutions track customer behavior paths and show you what happened and why.
3. CEA solutions can ingest…