Dec 8, 2009
We announced today that we’ve grown our processing volume to over 750 million customer transactions per month, up from 500 million earlier this year. These complex cross-channel customer interactions span across multi touch-points and include Web, IVR, CTI, CSAT, Live Agents, Handheld Devices, Interactive Kiosks and others.
“No other company has gathered such a complete, collective data set that truly represents today’s varied, complex cross-channel customer,” said Marco Pacelli, chief executive officer of ClickFox. “As we continue to grow our customer base, this wealth of data deepens our domain expertise so we can identify and apply proven best practices for our Fortune 500 customers, many of whom have already realized hundred-million dollar ROIs.”
Read the entire press release here.
Next Steps:
Watch an 8 minute demo of ClickFox CEA.
Read our CEA White Paper.
Nov 18, 2009
ClickFox announced yesterday that it signed a multi-million dollar contract with a leading international wireless provider to analyze, understand and act on customer experience intelligence across all interactions points. The organization provides industry-leading technology to its customer base and partners, relying on over 200 providers in other geographies to ensure optimum service levels. The addition of ClickFox CEA across all business units will enable enterprise-wide visibility into operational excellence to support their strategic emphasis on excellent customer experience.
Marco Pacelli chief executive officer (CEO) of ClickFox said:
“Based on our years of experience with the top telecommunications organizations in North America, we have established an unrivaled domain expertise that ensures all wireless and data communications providers can quickly and effortlessly see high impact from customer experience analytics.”
Read the entire press release here.
Read our Telco Industry Case Study here.
Oct 22, 2009
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 institutions strive to retain customers in a climate with few, if any, growth opportunities in the short term.
ClickFox Customer Experience Analytics (CEA) enables some of the world’s leading banking and financial institutions to understand and drive the ideal customer experience by leveraging the significant amount they’ve already invested in automated systems and data collection. By translating complex customer interactions across multiple, self- and assisted service channels – touchtone or speech-enabled Voice self-service, Email, Web, Chat, Agent Desktop/CRM, Kiosks – ClickFox turns data into fact-based insights for optimizing cross-channel business performance and improving overall customer experience.
You can download the Finance Industry Brief now.
And don’t forget to register for our next webinar on Oct. 29th at 1pm: What top-performing banks already know about Customer Experience.
Oct 2, 2009
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, shows how one of the nation’s largest service providers was able to save over 1,500 customers per month by analyzing specific behavior patterns leading to dissatisfaction and churn. ClickFox CEA delivers a powerful view of customer experience across all touch points, enabling companies to proactively respond with highly effective, customer-centric retention strategies.
Learn how several world-class organizations across industries are using ClickFox CEA to:
- Gain insight into which specific customer experiences lead to negative and positive CSAT scores
- Understand the relationship between low CSAT scores and customer churn behavior
- Discover how to predict and proactively respond to potential churn with highly effective customer-centric retention efforts
- Implement targeted improvement strategies based on comprehensive customer insight across all channels
Watch the Webinar Replay now!
Sep 11, 2009
On October 1st, at 1pm EST, we will host a webinar titled “Dramatically Reduce Customer Churn and Build Loyalty with Customer Experience Analytics:”
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.
Join us to hear how one of the nation’s largest service providers was able to save over 1,500 customers per month by analyzing specific behavior patterns leading to dissatisfaction and churn. ClickFox CEA delivers a powerful view of customer experience across all touch points, enabling companies to proactively respond with highly effective, customer-centric retention strategies.
Attendees will learn how several world-class organizations across industries are using ClickFox CEA to:
- Gain insight into which specific customer experiences lead to negative and positive CSAT scores
- Understand and quantify the relationship between low CSAT scores and likelihood of customer churn
- Implement targeted process and retention strategies based on comprehensive customer insight across all channels
Limited seats are available – reserve your seat today.
Sep 3, 2009
This week, ClickFox hosted the latest in our webinar series with an event that focused on Customer Experience Analytics in Retail. If you missed this webinar, which also included an excellent CEA product demo, you should click here and register to to view the replay.
To register for any of our upcoming events, please click here.
Other useful links:
- CEA Product Demo
- Retail Industry Brief
Jul 17, 2009
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 and let you all know the details soon.
To view some of our other webinars in the series, check out the webinar tab in our download library.
Jun 25, 2009
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 efficiency.
Please join ClickFox for a complimentary webinar entitled “ClickFox CEA for Operational Efficiency: A blueprint for enhanced self-service and customer experience success,” where you will learn:
- New KPIs to address both operational efficiency and customer experience
- The top 3 focus areas to drive the biggest benefits
- How to measure the impact of cross-channel behaviors on efficiency and overall customer experience
Presented by: Mary Ellen Thompson
Mary Ellen Thompson is a Director of Analytics at ClickFox. She has been with the company for more than four years and is responsible for providing consulting and analytics services to Fortune 100 companies. She has extensive experience in workflow optimization and frequently speaks as a customer experience and analytics subject matter expert. Prior to ClickFox, Ms. Thompson worked for IBM. She received her undergraduate degree from Stetson University and has an MBA from UGA’s Terry College of Business.
Click here to view the replay of the webinar.
May 27, 2009
ClickFox announced today that it has been selected as a finalist for the 2009 SoftwareCEO Innovation Award. These awards recognize innovative software products and new business models in eight different categories and ClickFox is a finalist in the ‘Most Innovative Enterprise Software’ category.
“It’s truly an honor to be named a finalist for SoftwareCEO’s 2009 Innovation Awards, particularly given the talented pool of ground-breaking companies that vie for this prestigious honor each year,” said ClickFox CEO Marco Pacelli. “From the start, ClickFox’s vision has been to deliver tremendous value to enterprises by looking past incremental changes and traditional practices. Instead, our innovative CEA solution represents a significant paradigm shift for best-in-class businesses of the 21st century by transcending a single channel view to deliver truly integrated cross-channel customer experience management.”
Read the full press release here.
May 13, 2009
At the Red Herring Top 100 Awards, Adaptive Engineering, a leading developer of collaboration and unified communication software product and solutions for enterprises and ClickFox, the leader in Customer Experience Analytics (CEA) software and solutions today announced a strategic partnership. Leveraging the collective technology assets and expertise of the two organizations, the partnership is expected to accelerate the co-development of next-generation customer experience solutions as well as boost cost-savings and value delivered to their respective client bases.
“As companies across virtually every industry look to navigate to safer waters in this extremely challenging economic environment, they are getting back to basics by focusing on the mission-critical tasks of improving the customer experience to shore up satisfaction and retention while also looking for ways to dramatically reduce operating costs,” said Marco Pacelli, ClickFox’s CEO. “By partnering with Adaptive Engineering, ClickFox will be even better positioned to help our customers address these challenges by delivering even greater value and savings to their bottom line. Adaptive’s innovative systems and intuitive visual applications set them apart from other Unified Communications solutions — providing a number of opportunities to jointly develop new, innovative ways of holistically understanding and analyzing the total customer experience.”
Read the full press release here.
