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…

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!

Is Social Media Just Another Customer Service Interaction Silo?

Social media is all the rage lately with new solutions, companies and “gurus” popping up everywhere. There’s no denying that social media has revolutionized the way companies listen to and engage with their customers, but…

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…

We wanted to share some of the latest interviews of ClickFox's CEO, Marco Pacelli, from the last few weeks: ClickFox on Big Data Realism and Future of Customer Analytics

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

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.
• …

ClickFox announced today significant company growth in the first quarter of 2010. With a growing roster of Fortune 500 customers in the utility, financial services and telecom industries, ClickFox continues to expand an already massive repository of customer experience behavior data and is now processing close to one billion cross-channel customer interactions per month. Say ClickFox CEO, Marco Pacelli:

“Market demand for actionable insight into customer behavior and experience continues to grow exponentially. A plethora of…

ClickFox and Merced Systems today announced a partnership delivering visibility into the customer-agent-organization relationship. This combination of comprehensive cross-channel customer behavior insight from Clickfox with the sales and service optimization solutions in Merced Performance Suite will align customer experience with agent performance and revenue optimization goals for large enterprise customers. Says, ClickFox CEO, Marco Pacelli:

"In our customer base and in the overall marketplace we are seeing increased demand to quickly and efficiently provide data…

CustomerThink has published a post by ClickFox's CEO, Marco Pacelli, titled "Get Past the Yes Man."

It’s every executive’s fear: Their direct reports paint a picture of healthy, high-performance business segments. But in reality, these reports are downplaying the major issues and the executives have no reliable source to give it to ‘em straight. Getting a complete view of how a customer interacts with a business – online, in retail sites, and through call centers…

ClickFox announced today that it has signed a multi-year contract with a leading Fortune 500 energy company to analyze several million monthly customer interactions across a variety of service channels. The organization will use ClickFox CEA to track and analyze customer behavior across their web site, interactive voice response (IVR) system and call center (including agent desktop, call routing and electronic dialogue) to get a complete picture of the full experience from the customer’s point of…