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!

Which Operating Systems for Smartphones are Generating Higher Service Costs?

The explosion of smartphones has revolutionized the wireless world in recent years, serving as an additional revenue stream for telecom companies, while offering consumers dramatically advanced user experiences and convenience. Smartphone data plans increase…

This week, Carl Lyon, Discussion Chairman for The QoE (Quality of Experience), a forum designed to foster collaboration and best practice-sharing within the customer experience industry, met with ClickFox experts in Denver to exchange insights on customer experience trends, measurement and business impact in the modern age. The QoE brings together senior executives from large organizations to explore the issues and address the challenges involved in delivering exceptional customer and…

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!

Has a customer service experience ever made you want to scream? You’re not alone. As consumers, we have high expectations for the companies we invest our money in. And when they fail on service, send us through migraine-inducing communications loops and waste our time, we’re…

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

In a move that further solidifies its leadership position in the analytics space, ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced it has raised $18 million in financing from a syndicate led by Morgan Stanley Alternative Investment Partners (AIP). The financing will support the company's continued growth and expansion in the rapidly growing and evolving marketplace.

"The tremendous growth ClickFox has experienced over the years is a testament to…

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…

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…

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…