This week, Carl Lyon, Discussion Chairman for The QoE (Quality of Experience), a forum designed to foster collaboration and best practice-sharing within the customer experience industry, met with ClickFox experts in Denver to exchange insights on customer experience trends, measurement and business impact in the modern age. The QoE brings together senior executives from large organizations to explore the issues and address the challenges involved in delivering exceptional customer and…

The report , which describes ClickFox as the “most prominent” vendor in the contact center market, notes that consumer behavior is changing with the emergence of newer service channels like web and mobile: “The rapid uptake of web-based collaboration tools such as social media make understanding customer behavior across all channels a crucial part of the effort to provide stellar customer experiences.” Ovum analyst, Aphrodite Brinsmead, also notes that “A greater number of customer…

ClickFox today announced the launch of ClickFox GO! , a new packaged software and services offering aimed at companies with light to moderate interaction volumes and limited customer service channels. The ClickFox GO! solution will enable companies of any size to gain deep and powerful insight into customer experience trends and issues faster, easier, and more affordably than ever before. Leveraging the industry-leading…

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.…

Register NOW! Understand your Customers as Individuals, Not Individual Transactions – Featuring Bruce Temkin Thursday, March 18 ^th 1:00 pm EST Forrester analyst Bruce Temkin estimates that customer experience quality could cause swings of $242 million for a large bank and $184 million for a large retailer, but also notes that one of the biggest challenges to success is a lack of cooperation across the organization. Chances are, you already know how customers…

Consumers and enterprises are expected to increase interactions with their financial service providers in response to the current economic climate as they strive to re-evaluate finances and shift around assets. Each of these interactions represents the potential to keep or lose important customers, according to Forrester Research, which two years ago defined customer experience as "one of the key skills for survival in the financial services industry." That prediction seems even more relevant today as financial…

Increased competition within today’s marketplace and customer demand for diverse communication methods means that companies must address customer experience across all available service channels to stay profitable. However, traditional approaches only provide a one-dimensional view into customer behavior patterns, offering little to no insight into retention opportunities. ClickFox, the leader in cross-channel customer experience analytics…

I just couldn't resist the pun in the title of this post. As some of you may have already read in other places, Datamonitor associate analyst Aphrodite Brinsmead has published an article about Twitter and Google as customer service tools in which she says:

The current business environment consists of a struggling economy, in which customer acquisition is challenging, while consumers are increasingly sharing information on the web. These…

ClickFox has recently published a couple of case studies that we wanted to make sure you were aware of. These case studies are based on real world data and show how Customer Experience Analytics has enabled corporation to better understand their customers and gain tremendous business advantages. For the financial industry, we published a case study titled Harnessing the Value of Customer Behavior Insights at a Global Financial Services Powerhouse . Here's the case study overview:…