ClickFox's Customer Experience Analytics Blog

As customer experience becomes more strategic in today’s enterprise, ClickFox Pulse answers the demand for executives to gain direct, easy access to key customer experience metrics and insight, enabling them to keep their finger on the ‘pulse’ of their customer and their business. Pulse draws on ClickFox’s unique ability to unify the customer experience by leveraging data from all customer interaction channels, including: retail, Web, IVR, call center, email, chat and mobile/SMS applications. Powered by ClickFox’s award-winning CEA platform, ClickFox Pulse introduces new, innovative features that enable executives to gain a single view of the customer across the enterprise.

Pulse is also the first product of its kind that measures the financial impact of today’s complex customer experience on the organization. By leveraging user-defined data like cost per transaction and average lifetime value, executives can immediately identify opportunities to reduce costs and grow revenue by implementing more efficient, customer-centric business strategies and processes. Pulse can then be used to monitor and measure the upstream and downstream impact of changes over time for seamless reporting and analysis.

Marco Pacelli, ClickFox CEO, says:

“Traditionally, executives have only had access to limited, siloed views of the customer from various departments within the organization. ClickFox Pulse was specifically designed to reveal hidden connections in customer behavior across all interaction channels, eliminating these executive ‘blind spots’, and delivering a single, powerful view of the customer experience across the entire enterprise. ClickFox is the only solution on the market able to deliver this level of insight in a way that is highly intuitive and actionable, supporting a top-down approach to customer experience.”

(If you’re reading this post via an Email subscription – Click here to view a demo of ClickFox Pulse )

Read the complete press release here.

Harvard Business School professor Ranjay Gulati, an expert on leadership, strategy, and organizational issues in firms, recently engaged in a Q&A sessions where he discussed how companies can become more customer-centric. He explains why companies with an outside-in perspective aim to provide solutions for customers, while those with an inside-out orientation, on the other hand, just focus on products, sales, and the organization. In his new book ‘Reorganize for Resilience: Putting Customers at the Center of Your Business’, he finds that customer-centric companies tracked between 2001 and 2007 delivered shareholder returns of 150% while the S&P 500 delivered 14%.

One of the main points in the interview is what we here at ClickFox have been helping our customers do for the past decade – break down informational silos in the enterprise to allow true comprehensive cross-channel understanding of the customer experience. Says Gulati:

The more I researched, the more it became apparent that the problem had to do with internal silos. Most organizations today are still typically built around product and geography, and do not have a clear line of sight to the customer. These silos not only create proverbial blind spots for firms but also impede coordinated action toward addressing what may be identified as central for their customers. As I show in my book, you don’t always have to bust silos; in most instances, you sometimes have to simply find ways to bridge them. Ultimate success cannot come without a supple organization that has fluid internal and external boundaries.

The article is full of great insight into the journey a company must take to become customer-centric. Gulati has some examples of these processes and companies who have made the choice to change the way they view their customers. Read the complete article here.

Go here to watch a demo video of ClickFox CEA and how it helps organizations understand customer behavior across multiple interaction channels.

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 – is one of those executive blind spots, mostly because the rich data that each department measures is locked in organizational and information silos.

Follow this link to see the complete article.

To find out more, join us for our next webinar on March 18th at 1pm EST, featuring Forrester analyst, Bruce Temkin, titled “Understand your Customers as Individuals, Not Individual Transactions”.

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 interact  in stores, on web sites or with call centers, but looking at these interactions independently of each other creates huge ‘blind spots’ resulting in increased operations costs and customer churn. Connecting the dots between service channels delivers a complete picture of customer experience, not just several individual snapshots, for true customer-centric improvement strategies.

Join Bruce Temkin and ClickFox CMO Anna Convery to learn how best-in-class companies are applying a cross-channel approach to customer experience to:

• visualize customer experience across all retail, web, voice self service, and live agent interactions
• apply the appropriate mix of highly efficient, lower cost customer service options
• build a behavioral model for deep analysis into customer paths, trends, and preferences
• understand the direct impact of experiences on CSAT, churn and future buying behavior
• predict and proactively respond to potential churn with highly effective retention strategies

Attendees will hear several powerful case studies illustrating how cross-channel customer experience analytics is delivering multi-million dollar insights and enabling organizations to finally understand their customers as individuals rather than a series of individual transactions.

Register NOW!

You can also watch a replay of our previous webinar with Bruce Temkin, Finding Your Competitive Advantage with Customer Experience Analytics, here.