Our CEO was just interviewed by Wikibon. You can watch the complete interview below:
Watch live video from Wikibon on Justin.tv

Wikipedia defines 'Big Data' as "datasets that grow so large that they become awkward to work with using on-hand database management tools. Difficulties include capture, storage, search, sharing, analytics, and visualizing." Traditionally, this has been the case in the fields of Astronomy, Genetics, Meteorology, Internet Search, Finance and Business Informatics. At ClickFox, we view customer experience as a 'Big Data' problem which we solve using our CEA solutions. Here's an example that will give…

ClickFox CEO, Marco Pacelli, contributed an article on Bloomberg/BusinessWeek that gives companies a few tips on how to avoid the mistakes found in our recent customer tipping point survey . In our survey, the top three responses when customers were asked what makes their blood boil were:

• Speaking with multiple agents and starting over every time.
• Dealing with rude or inexperienced representatives or service technicians.
• …

Bob Thompson, founder and CEO of CustomerThink, recently interviewed the VP of Customer Experience at Sprint and mentioned ClickFox's part in helping understand the complete cross-channel experience during the interview. It's an interesting interview that touches on how large organizations are embracing customer experience at the executive level and what impact customer experience analytics has on operational efficiency, customer satisfaction and churn rates. Interview topics include (from CustomerThink): Role and empowerment of VP of Customer…

There's been some recent media coverage of ClickFox that we wanted to share with our blog readers. First off, we had a great time at SpeechTEK 2010, participated in a couple of panels and presentation and met some interesting attendants at the exhibit hall and the networking event. Our VP of Business Development was interviewed on BnetTV.com and you can view that video here :  Next up is a fantastic article in Contact…

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…

On Tuesday , ClickFox's customer, Sprint, received the prestigious Gartner & 1to1 Media Gold CRM Excellence Award for outstanding customer strategies that produce impressive business results. Below is an excerpt from 1to1 Media's Customer Centricity Wins article titled "Sprint Nextel’s Leadership Makes Customer Experience a Top Priority." The article goes into further detail about how the telecommunications company has improved retention and service levels while cutting costs:

Partnering with ClickFox, Sprint began to analyze…

We've had such an overwhelming response to our Customer Tipping Point Survey that we couldn't include all the open ended answers in the survey results. Christina Tynan-Wood over at InfoWorld's Grip Line blog has a couple of great posts ( 1 , 2 ) on the topic as well. This topic seems to always touch a nerve with customers and the…

Harvard Business School professor Ranjay Gulati, an expert on leadership, strategy, and organizational issues in firms, recently engaged in a Q&A sessions where he discussed how companies can become more customer-centric. He explains why companies with an outside-in perspective aim to provide solutions for customers, while those with an inside-out orientation, on the other hand, just focus on products, sales, and the organization. In his new book 'Reorganize for Resilience: Putting Customers at the Center of…

1to1 Media has published an article by ClickFox CMO, Anna Convery, on the topic of self-service. Here's a short preview: Self-service heaven is easily achieved by adhering to five golden rules:

1. Analyze the entire consumer experience across all channels
2. Understand that channel performance metrics are often misleading and  not indicative of self-service success
3. Upstream and downstream channel interactions may tell us more about the root cause of…