ClickFox's Customer Experience Analytics Blog

One of the benefits of having an interaction cloud with billions of customer behavior patterns is that we can aggregate it to find interesting stories. This infographic illustrates variations in customer behavior across the US for nationwide wireless providers – analysis revealed that customer in some states are more likely to contact their provider more than once, driving up service costs for the organization.

Do you agree with this…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

Marketing’s Role In The Customer Experience Ecosystem

We’ve all done it: called a company about a product or service only to navigate through an endless voice system. Perhaps after that we fired off an email to customer service and then we got online…

As a reflection of its recognition of the importance of customer experience management, ClickFox has joined the CXPA as a Corporate Member of the growing association.

The CXPA supports the professional development of its members and advances the field by providing research and education, establishing standards, offering networking and career opportunities, promoting the industry, and creating a better understanding of the customer experience discipline.

“ClickFox has been a…

ClickFox, the defining leader in a new breed of experience analytics , today announced a technology partnership with Teradata Corporation (NYSE: TDC), the world’s leading analytic data solutions company focused on Integrated Data Warehousing , Big Data Analytics , and Business Applications . The complementary technologies of ClickFox customer experience analytics and Teradata analytic data solutions will enable more users across…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

“What is Customer Satisfaction—Really?”

High customer satisfaction translates to customer loyalty, and loyalty is one of the biggest drivers of corporate growth. Let’s face it – customer satisfaction is at an all-time low in our country. So, what exactly is going on?

For…

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…

"The ClickFox Experience," our  quarterly newsletter was sent out to subscribers earlier today and contains information about the following items:

• Latest ClickFox News
• Cost of Customer Experience Calculator
• Did You Know?
• Upcoming Events
• ClickFox Interactive
• ClickFox Mindshare
• Free Downloads

If you aren't subscribed to our newsletter, just enter your email…

We wanted to share some of the latest interviews of ClickFox's CEO, Marco Pacelli, from the last few weeks: ClickFox on Big Data Realism and Future of Customer Analytics

Consumers are increasingly using social media channels to talk about the companies they do business with, but they are also directly interacting with businesses and fellow consumers through online communities, like forums and blogs, to access information, service and support. Take our 2-minute survey to tell us if and how you’re using social media to communicate about products and services and you’ll be entered into a drawing to win an Apple iPad! You’ll also…