A couple of reports by Forrester Research have come out recently discussing this topic. In " How Companies Improve Their Customer Experience Index Scores ," by Principal Analyst Paul Hagen, he discusses how companies are more likely to try to improve online self-service rather than focusing on improvements in cross-channel interactions. Instead of blaming low customer experience scores on insufficient budgets and lack of executive support, leading customer experience decision makers should focus on…

Here's your chance to meet us in person. ClickFox will be at SpeechTEK , the premier speech technology conference and exhibition, August 2 – 4 in New York. Attendees can visit ClickFox in Booth #609 to see the latest developments at ClickFox, including groundbreaking products, industry research , and multi-million dollar customer success stories. ClickFox will debut their latest solution, ClickFox Pulse , the first executive dashboard application for customer…

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…

About the Book: Agile Development and Business Goals describes a unique, state-of-the-art methodology that aligns the critical but often "silo-ed" software development process with core company goals. Eschewing long-winded "agile philosophy" in favor of a formally prioritized process, this book serves as a distilled learning guide for managing technical resources in a manner that directly boosts your bottom line. Build the teams, define the…

Summer is a usually the time when horror movies hit the theaters. With #FrustrationFridays, a weekly Twitter meme and blog column we share some of the worst customer experience nightmares we received in our Customer Tipping Point Survey . Here are a few more horror stories and our Customer Experience takeaways:

I was having problems downloading a ring tone to my son's cell phone from the web…