ClickFox today announced that it has signed a multi-year contract with a leading energy company to analyze and improve the complete, cross-channel customer experience. Serving more than 4 million consumers, the organization will leverage CEA to track and analyze customer behavior across channels, including Web, IVR, and call center agent interactions from a central marketing data warehouse to identify ways to optimize self-service, reduce customer frustration, and improve first contact resolution. Marco Pacelli, ClickFox's CEO says:…

Summer is a usually the time when horror movies hit the theaters. With #FrustrationFridays, a weekly Twitter meme and blog column we share some of the worst customer experience nightmares we received in our Customer Tipping Point Survey . Here are a few more horror stories and our Customer Experience takeaways:

I was having problems downloading a ring tone to my son's cell phone from the web…

Last week we started up #FrustrationFridays, a weekly Twitter meme and column where we share some of the worst customer experience stories we received in our Customer Tipping Point Survey . Here are some more horror stories and our Customer Experience takeaways:

For 4 continuous years, I was a customer of this large phone company for my landline under the same price plan. A couple of their reps came home proposing us to change to…

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…

Erika Morphy of CRMBuyer.com wrote an article about self-service in general and specifically named IVR systems as one of the problematic channels that customers don't like to use:

One area of technology development that has not progressed at a head-spinning pace is self-service -- that is, automated systems that aim to help customers without involving an actual human rep. Although these systems have improved over the past couple of decades, some nagging problems…