ClickFox's Customer Experience Analytics Blog

Last week TMCnet.com published an article discussing the ways that Customer Experience Analytics can help companies overcome the shortcomings of BI tools. Here is a short excerpt from the article:

Certain surveys have found that only 13 percent of companies implementing BI tools will ever achieve their original business objectives. Market research has shown that of surveyed executives in Fortune 500 companies:

76 percent were forced to make decisions because not all the information was available in time 63 percent believe that BI reports are simply reference documents used to justify a decision after it was made 70 percent do not receive reports that provide predictions about problems or potential opportunities.

In today’s complex customer interaction environment, it is becoming increasingly more difficult to navigate through the data jungle in order to find what you’re really looking for. While companies have invested heavily in building multiple customer interaction touch-points, they have neglected to understand that their customers will ultimately decide how they want to interact with them in the first place. Instead of focusing on cross-channel customer behavior patterns, customer tendencies and the ability to understand customer intent, they have been focusing on analyzing customer interactions in silos and using BI tools to generate limited insight.

Although the shortcomings of BI tools can be easily overcome by using new CEA solutions, this does not mean that the time and money invested in BI has gone to waste. On the contrary, a well-designed BI solution with a powerful schema can be used as one of the data feeds into a new CEA system. By combining the capabilities of both systems, working in unison, results will be achieved much faster and with greater ease.

To read more about the ClickFox Customer Experience Analytics solution, download the white paper or view the ClickFox CEA5 Product Demo.