We wanted to share a fantastic complimentary case study from Gartner on how Sprint's holistic voice of the customer (VoC) program helped it improve customer satisfaction, accelerating it from last place to first in several major satisfaction rankings. Gartner highlights the best practices that customer experience executives can use to improve their VoC initiatives. See why ClickFox was mentioned in the report.

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In the latest  CEA ⁱ customer experience industry research, ClickFox examined behaviors in customer identification (authentication) during web and phone self-service interactions for more than 300 million consumers in the financial services, telecom, utility and insurance industries. Analysis revealed insight into the following:

• How do authentication rates vary across industries?
• What are the best methods of identifying customers?
• How does authentication impact operations…

Customer retention is a top priority for most companies, especially in highly competitive industries, like insurance or travel. I wanted to share a quick example that demonstrates how a company can be completely blind to the events leading to customer churn. In this case we're talking about an insurance company that I've been a loyal customer of for the past 5 years.

One of the websites I use to…

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…

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…

Have you had a chance to check out our new Customer Experience ROI Calculator yet? It's a truly unique ROI tool and many people have tried it out so far with a lot of eye-opening results. I've decided to put together a few posts with examples of using the calculator, based on fictitious examples of large, medium and small companies. Today we'll tackle the large company example. First, I'd like you to take a quick look at the introduction video ( …

ClickFox today released a  free interactive Customer Experience ROI Calculator and we invite everyone to try it out. Focused mostly on operational efficiency, this real world calculator was designed based on previous engagements with leading, world-class organizations across several industries. These companies have already realized millions of dollars in cost savings by identifying ways to serve their customers more efficiently across different interaction channels. We tried to keep it as simple as possible and…

ClickFox announced today that a Fortune 500 energy provider has expanded its software deployment for more robust customer experience analytics. The company started using the ClickFox CEA solution in 2008 to analyze customer behavior in their web self-service systems and has decided to expand to include CTI and IVR system data for deeper insight into how web task flow processes are directly impacting customer effort, customer satisfaction and operations costs. Says Marco Pacelli ,…

We've recently translated some of our case studies to Spanish and added them to our Download Library . We're also working on translating our demo (click the link if you haven't watched it yet) to Spanish and will post it here on the blog and on YouTube shortly. But for now, please follow the links below to download our Spanish Case Studies: Financial Industry Case Study in Spanish …