Working with some of our customers, we (and they) see previously unimaginable results. I’m not only talking about hundreds of millions of dollars in new revenue and costs savings. I’m talking about huge gains in customer satisfaction scores and mainstream, objective recognition by the likes of  ACSI  and JD Powers  as well as praise by industry analysts (Gartner, Forrester, etc). But then along come some other reports like the annual “MSN Hall of…

In the latest  CEA ⁱ customer experience industry research, ClickFox examined behaviors in customer identification (authentication) during web and phone self-service interactions for more than 300 million consumers in the financial services, telecom, utility and insurance industries. Analysis revealed insight into the following:

• How do authentication rates vary across industries?
• What are the best methods of identifying customers?
• How does authentication impact operations…

We've created a quick 4 minute video demo to give you a glimpse into the capabilities of ClickFox Pulse , the only product of it's kind that features fully customizable executive dashboard reports that visually display customer experience trends and key performance metrics across channels. Users can monitor and track the metrics that are most important to their role or business and executives can quickly and easily monitor changes in metrics like self-service…

ClickFox is one of several vendors featured in a recent Forrester Research report titled "Real Time Analytics for Contact Centers" which points at a lack of meaningful customer data as a major challenge for contact centers. According to the report:

"Most metrics that report on an agent's call handling do not report on the customer's experience while navigating multiple contact center channels, such as IVRs, email, and the Web. Although typical reporting practices segment data…

1to1 Media has published an article by ClickFox CMO, Anna Convery, on the topic of self-service. Here's a short preview: Self-service heaven is easily achieved by adhering to five golden rules:

1. Analyze the entire consumer experience across all channels
2. Understand that channel performance metrics are often misleading and  not indicative of self-service success
3. Upstream and downstream channel interactions may tell us more about the root cause of…

1to1 Magazine today published an article titled "What's Wrecking Your Customer Experience" where they explained four strategies companies can use to navigate their way to customer experience excellence. Anna Convery, ClickFox CMO, was one of the interviewees quoted in the article:

Anna Convery, chief marketing officer at customer experience analytics company ClickFox, says she is beginning to see more chief customer officers and the like who sponsor customer experience projects. But it's not yet commonplace.…