ClickFox's Customer Experience Analytics Blog

ClickFox CMO Anna Convery lead an expert panel of call center executives from Delta, Intercontinental Hotels Group, Equifax and Liberty Mutual in a lively discussion of contact center optimization best practices at Tuesday’s CRMA/ATA breakfast panel titled “Recession-Proofing Your Contact Center” in Atlanta. Panelists pointed to initiatives like analytics, work-at-home agent programs and incenting executives on customer experience improvements as key in driving more efficient, effective contact center operations.

We had a fantastic turnout yesterday for our webinar titled “Understand Your Customers as Individuals, Not Individual Transaction” in which Bruce Temkin of Forrester and ClickFox CMO, Anna Convery, discussed how best-in-class companies are applying a cross-channel approach to customer experience.

To view the replay of the event, click here.

We are currently compiling the questions from the event’s Q&A session and will share them separately in a future post. If you have any questions after watching the webinar please let us know in the comments section.

ClickFox CMO, Anna Convery, will lead an informative panel discussion with industry experts, entitled “Recession Proofing Your Contact Center: Methods Helping Contact Centers Optimize in a Downturn”, hosted by Customer Relationship Management Association (CRMA) and the American Teleservices Association (ATA).

When: Tuesday, March 30, 2010 from 7:30 am – 9:30 am

Where: The Ravinia Club, Two Ravinia Drive, #100, Atlanta, GA 30346

Panelists: Anna will lead a panel discussion featuring expert call center executives from world-class organizations, including:

• Daiquiri Gleaves, Call Center Director, Delta Airlines
• Ann Glover, Director of Business Performance & Quality, InterContinental Hotels Group
• Diane Moogalian, VP of Customer Care, Equifax
• Pamela Mayfield, Director of Training, Quality & e-Kos Support Services, Liberty Mutual

Registration: Event registration and additional information are available here.

Also, don’t forget that Anna will be hosting a webinar this Thursday, March 18th at 1pm EST with Bruce Temkin of Forrester. For full details and to register for the event click here.

Anna Convery, ClickFox CMO, will speak at the Technology Association of Georgia’s ‘State of CRM’ event, an annual gathering of technology leaders focused the customer relationship management (CRM) industry. More than 60 senior CRM executives will be attending the State of CRM Breakfast, which will take place Thursday, January 14, 2010, from 7:30 am to 9:00 am at Oracle Corporation, 1100 Abernathy Rd., Suite 1120, Atlanta, GA 30328). For more information, visit: www.tagonline.org.

Every January the TAG CRM Society hosts a panel to discuss the newest trends in the industry. This year, the theme is centered around Gartner’s Top 10 Strategic Technologies in 2010, five of which are relevant to the CRM industry: (1) Cloud Computing, (2) Advanced Analytics (3) IT for Green, (4) Social Computing and (5) Mobile Applications.

Read more about the event here.

Do you have your tickets for SpeechTEK 2009? There’s less than a month left to register for the world’s biggest speech technology conference and exhibition. Nowhere else can you find so much information on the latest ideas, technologies, services, and solutions. This year, they offer more leading-edge information and opportunities for interaction with industry movers and shakers. Mark your calendar now to attend and share in discussions about how these exciting new technologies will drive the future.

ClickFox will be at booth #609 and Anna Convery, ClickFox CMO, will be on the following panel:

Monday, August 24, 2009 – TRACK A: BUSINESS STRATEGIES
A104 – Panel: Using Analytics to Drive Value 2:15 p.m – 3:00 p.m

In today’s economy, call centers face the challenge of cutting costs while maintaining superior customer service. Analytics offers unparalleled ability to harness the huge amount of customer data available to identify opportunities for increased efficiency and better customer experience. Join us to hear industry experts discuss how analytics can help your call center face tough economic times.

Anna Convery, Chief Marketing Officer – ClickFox
Diego Lomanto, Senior Solutions Manager, Analytics – Verint Witness Actionable Solutions
Mike Moore, Analytics Manager – West Corporation
Mike Hutchison, VP, Professional Services – Nexidia, Inc.

If you are interested in a one-to-one meeting with ClickFox, please let us know. We hope to see you there.

We recently announced another event in the ClickFox Webinar Series. Here are the details:

Today’s customers have a variety of preferences and expectations that make managing customer experience data complex. The comprehensive customer experience is defined by the collective interactions they have with the enterprise, and the ability to analyze these interactions enables a company to proactively provide an optimal experience at every touch point.

Register today!

Join ClickFox and featured guest Adele Sage of Forrester Research for a complimentary webinar:

Delivering an Integrated Customer Experience:
Best Practices in Cross-Channel Design & Analysis

ClickFox will also preview three new solution offerings — CEA Service Optimization , CEA Customer Retention and CEA Customer Modeling — each addressing strategic organizational goals.

Speakers:
Marco Pacelli, CEO of ClickFox, and Anna Convery, CMO of ClickFox, will overview ClickFox CEA (Customer Experience Analytics), a unique software solution that models information from all customer interactions across the enterprise — Contact Center, IVR, call routing, website, chat, retail/POS, mobile devices, email, and more. CEA provides insights and recommendations that enable a company to successfully balances two mission critical goals: providing customers with productive, satisfying experiences, and leveraging cost effective customer service options.

Featured Guest:
Adele Sage, Analyst with Forrester Research will discuss Best Practices in Cross-Channel Design, delving into why customers become dissatisfied as they navigate across channels, and why lack of consistency, continuity and insight into cross channel experience is impacting customer experience. Adele will share the current state of cross-channel analysis and experience, best practices in cross-channel design, and how companies can use this opportunity to differentiate themselves with a seamless, integrated cross-channel experience.

When:
April 30, 2009 – 2:00pm-3:00pm EST

Who Should Attend:
CIOs, CMOs, VPs and Directors of Customer Care, Customer Service, Customer Experience, Claims

Register today!

Our very own Chief Marketing Officer, Anna Convery, will be speaking tomorrow morning, Jan. 22nd 2009 at 7:30am EST, at the Technology Association of Georgia’s CRM Society event titled “The State of the CRM Industry.”

Where:
Oracle – Building 500, Suite 1120
1100 Abernathy Road
Atlanta, GA

When:
Thursday, Jan 22, 2009
07:30 AM – 09:00 AM

Other Panelists:
Bruce Culbert, CEO, iSymmetry, Chairman and Co-Founder, myCRMcareer.com
Mark Storm, Regional Vice President, Salesforce.com

You can register for the event by clicking here.