ClickFox hosted an excellent webinar event yesterday titled " The Hundred-Million Self Service Question " which is now available for replay. Click the link to find out what the answer is:

The answer to this question is right under your nose and contained in your customers’ everyday transaction data history – from kiosks, web site, and IVR systems. Join us to learn how several top-tier organizations reported  $200MM cost savings after…

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…

In a recent blog post VP & Research Director at Ventana Research, Richard Snow, recommended taking a look at what the ClickFox product can do to help you optimize the customer experience across channels and take a key step to supporting customer performance management. He also writes about a recent piece of research he just finished, where the majority of companies said it was important for them to track interactions across channels, however closer…

When potential customers ask us to explain why our Customer Experience Analytics (CEA) solution is different from anything else they have ever seen, we usually hear a follow up question mentioning the multi-channel capabilities of business intelligence and data warehouse vendors. Many people fail to realize that there is a tremendous difference between analyzing multiple channels as separate silos versus analyzing customer traversals across multiple customer interactions touch-points. When we refer to cross-channel analytics,…

I came across an interesting article titled " Overheard - The IT department decides what data you get to see? " that raises a lot of very valuable points about the shortcomings of current BI tools. One of the things that jumps at you right away is a quote from Forrester Principal Analyst, Boris Evelson , who is quoted (from a different article):

"One bank CIO recently told…

Avinash Kaushik wrote a terrific post on his blog, Occam's Razor, titled " Aggregation of Marginal Gains: Recession Busting Analytics! " which touches on topics that apply not only to web analytics but can be expanded into customer experience analytics as well. If you haven't read Avinash's post, do that now, then come back and read more here.

We asked Marco Pacelli, ClickFox CEO, about his top 5 tips for building customer loyalty. Here's what he had to say along with a few examples: 1. One Experience Does Not Fit All: The first tenet of customer loyalty is about serving customers according to their preferences. Different customer segments tend to have strong interaction preferences - choosing, for instance, to speak to a live agent or to log on to their account via mobile browser…

Over the past month several top industry analysts have been writing about their focus for 2009. Here are a couple of examples: Bruce Temkin of Forrester Research , who writes the excellent Customer Experience Matters blog , says his core focus is to dramatically improve the customer experiences that large organizations deliver. This encompasses three core components:

1. Insights into what drives consumers.
2. Best practices…

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…

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…