Bob Thompson, founder and CEO of CustomerThink, recently interviewed the VP of Customer Experience at Sprint and mentioned ClickFox's part in helping understand the complete cross-channel experience during the interview. It's an interesting interview that touches on how large organizations are embracing customer experience at the executive level and what impact customer experience analytics has on operational efficiency, customer satisfaction and churn rates. Interview topics include (from CustomerThink): Role and empowerment of VP of Customer…

Last week at Amdocs’ Partner Sales Organization annual partner event in Las Vegas, ClickFox was recognized as ‘Emerging Partner of the Year’. As a strategic partner of Amdocs for over a year, ClickFox offers the only true cross-channel software solution on the market, enabling unparalleled visibility into customer experience for improved operational efficiency, customer satisfaction and customer retention. Says Marco Pacelli, ClickFox CEO:

“ClickFox is honored to be recognized by Amdocs as an emerging partner. We…

ClickFox today released a  free interactive Customer Experience ROI Calculator and we invite everyone to try it out. Focused mostly on operational efficiency, this real world calculator was designed based on previous engagements with leading, world-class organizations across several industries. These companies have already realized millions of dollars in cost savings by identifying ways to serve their customers more efficiently across different interaction channels. We tried to keep it as simple as possible and…

A new press release today details how a top-tier telecommunications organization, a current ClickFox customer, has decided to expand their CEA deployment to now include all customer interactions. Based on a proven track record of multi-million dollar results with ClickFox CEA, this leading wireless provider will leverage both existing and new interaction analysis to further improve operational efficiency, customer retention, revenue generation and customer satisfaction. From the release:

“The telecommunications industry is challenged with steep competition,…

We just announced a new event in our ongoing webinar series titled "Understanding Cross-Channel Customer Experience in Retail" and it's now open for registration . Here are some more details: You may know a lot about your customers, and you know they are interacting with you across many channels… But can you easily access that information and are you putting it to work for you? Customer information and customer interactions are a retailer's most…

Our latest webinar, ClickFox CEA for Operational Efficiency was well attended this week and generated some interesting questions from the audience. The recorded replay is now available in case you missed it or wanted to pass along to your colleagues who may be interested. Please register and view it by following this link . As always, we'd love to hear your questions and comments. In the following weeks we will announce our next event…

Our next event in the ClickFox Webinar Series is open for registration. Event Description: Today’s companies are multi-channel enterprises striving to provide customers with greater choice and a customized experience. Meanwhile, consumers have evolved to expect a unified experience across every channel, regardless of type or frequency used. For a consumer-driven business, a fragmented experience represents lost revenues and eventually lost customers. Being successful in today’s complex, cross-channel environment means effectively balancing customer experience with operational…

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…

As you can read in our press release today , we're announcing three CEA business solutions to meet market demand to address critical challenges of carving out operational costs, boosting customer experience and retention. We've designed these new solutions, consisting of integrated software and services, as practical, pre-packaged solution offerings that enable businesses to easily and rapidly achieve significant, ongoing bottom-line benefits on the path to full-channel customer experience excellence.

“Analytics in many…