There's a new white paper in our download library that I wanted to make everyone aware of. The topic of discussion is customer satisfaction (CSAT) and how our customers have been leveraging ClickFox CEA to improve their CSAT metrics. Here a quick summary:

Customer satisfaction (CSAT), the measure of how products and services supplied by a company meet or surpass customer expectations, is a key performance indicator within the enterprise and in a…

Our second event in the ClickFox Webinar Series, featuring Bruce Temkin of Forrester Research is now available for playback. Just click the link to register and view the rebroadcast. Bruce highlighted the importance of customer experience in differentiating your company from the competition. He's been speaking and writing about Experience-Based Differentiation (EBD) at Forrester and on his blog for a while now (read more at Customer Experience Matters ). ClickFox…

McKinsey & Company has just published a new article in The McKinsey Quarterly about " Maintaining the Customer Experience " in which they make some very valid points.

In their report they state that as a result of challenges in the economy, consumer companies are “cutting back the service levels that customers have come to expect,” and as a result, “satisfaction scores are reversing.” McKinsey's research shows that the focus of senior executives…

We hope you've been keeping track of all the new material available for download from our Download Library . We've just added a new Telco Case Study to the financial and utility ones already published. Here's a brief summary:

One of the most popular prepaid wireless brands in the US was searching for a way to reduce live agent support by providing more effective voice self-care options. Customer care management was interested…

Our very own Myles Rose, Vice President EMEA at ClickFox, has published an interesting article over at MyCustomer.com titled "Breaking down the barriers to customer experience measurement." Here's a short excerpt to get you started:

Today’s companies are using multiple channels and complicated paths to do business. Unfortunately, traditional reporting and analytics tools cannot identify the ideal customer experience across all of these channels, nor can they tell businesses where they are effective…

Have you checked out our Download Library recently? Well, we're constantly adding new resources for you to download. We've just added three new white papers: 1) ClickFox Customer Experience Analytics

ClickFox Customer Experience Analytics (CEA) enables the enterprise to analyze any customer interaction at and across multiple interaction touch-points. ClickFox CEA is platform, channel and technology independent and delivers a true total customer experience view, within and across all self…

Finding your competitive advantage using Customer Experience Analytics There’s no question about it: It’s a tough time to be in business today. As companies tighten their belts and budgets, executives are forced to cut excess and prudently invest only in mission-critical projects with proven, hard ROI. In short, successfully weathering the storm means getting back to basics and that means renewing your focus on what really matters:- delivering an exceptional customer experience; running lean, highly efficient…

ClickFox has recently started a new webinar series to help define Customer Experience Analytics. We will feature several customer experience gurus from Forrester Research, such as Elizabeth Herrell and Bruce Temkin, as well as other surprise guests. The first webinar was already completed on November 6th and the topic was Reducing Service Costs While Improving Customer Experience with Customer Experience Analytics. The guest speaker was Elizabeth Herrell - Vice President, Principal Analyst, Forrester Research.…

Welcome to our brand new blog! ClickFox is the pioneering leader of a new field called Customer Experience Analytics (CEA). So what does that mean exactly? In a nutshell, CEA software synthesizes all information from all customer touch-points in an integrated, visual view to understand and manage the “Total Customer Experience.” Customers are multi-dimensional beings; their true behavior is manifested in a complex web of interactions. So why settle for only a limited single-channel window of…