E Source , a provider of independent research, advisory, and information services to utilities, major energy users, and other key players in the retail energy marketplace, recently released its  2011 Review of North American Electric and Gas Company IVRs and 3 of the top 7 ranked utilities are leveraging ClickFox customer experience analytics to optimize IVR effectiveness and increase self-service success. One top-ranked provider  increased IVR containment from 30% to 70% with…

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…