ClickFox's Customer Experience Analytics Blog

In a press release today, ClickFox announced that an addition of a new customer significantly expands and anchors its dominance in Customer Experience Interaction Analytics in the financial market. The contract with a leading US-based global financial services organization, valued at approximately $7 million, will provide comprehensive cross-channel analytics across all customer interactions. Says ClickFox’s CEO:

“Since we launched our product and solutions in 2004, we have seen our customers in the financial sector grow in numbers and in depth of application of Customer Experience Analytics,” said Marco Pacelli chief executive officer (CEO) of ClickFox. “Our analytics platform continues to deliver double-digit annual ROI across our customer base. These customers realize they must go beyond traditional surveys and siloed reporting data to get a 360 degree view of every customer interaction and its impact on operating costs and satisfaction and loyalty. By diving deeper into customer behavior and leveraging existing intelligence (such as customer segmentation data), these firms are realizing immediate and continuous savings and returns, while increasing their competitive advantage.”

Read the full press release here.

Read the Financial Industry Brief to find out how ClickFox CEA can help financial institutions increase their competitive advantage.

A few days ago Gartner issued a press release where they discussed recent analyst feedback stating that BPM (business process management) solutions have helped companies reduce costs by as much as 20% in the first year of use. The article says:

As companies try to find cost optimization opportunities during the economic downturn, business process management (BPM) investments can provide a cost savings of as much as 20 percent within the first year of implementation, according to Gartner, Inc. Analysts have said enterprises can achieve the payback from their BPM implementation within a year.

Gartner defines BPM as “a discipline that optimizes the performance of end-to-end business processes (interdepartmental functions, partners, suppliers and service providers)” and recommends that companies use it wisely. While we agree with this definition, ClickFox sees Customer Experience Analytics (CEA) as a mirror image of BPM from the customer experience perspective. Where BPM is mostly used to streamline internal processes and to confront business challenges and complex business relationships, CEA can help a company visualize and understand the complex interactions it has with its customers.

At a recent Gartner event in London, an estimated 70% of attendees were from companies who are in “survival” mode and only 20% said they were using BPM as a catalyst to grow their business. ClickFox CEA is currently being used to generate a competitive advantage for our customers, especially in the current economy where customer retention and brand loyalty are driven by the overall customer experience.

Additional information:

Click the following link to view a replay of a recent ClickFox webinar featuring Bruce Temkin of Forrester Research titled: “Finding Your Competitive Advantage Using Customer Experience Analytics“:

Click the following link to view a replay of a recent ClickFox webinar featuring Elizabeth Herrell of Forrester Research titled: “ClickFox and Forrester Research define Customer Experience Analytics” where we discussed how to reduce service cost while improving customer experience:

Finding your competitive advantage using Customer Experience Analytics

There’s no question about it: It’s a tough time to be in business today. As companies tighten their belts and budgets, executives are forced to cut excess and prudently invest only in mission-critical projects with proven, hard ROI. In short, successfully weathering the storm means getting back to basics and that means renewing your focus on what really matters:- delivering an exceptional customer experience; running lean, highly efficient operations; creating market-differentiating products and services.

History has shown that in times of crisis, the winners and losers are separated not by how much they were able to slash costs, but rather by intelligently investing to build their competitive advantage. Instead of only focusing on retaining customers, they also look to attract and win new ones.

Are you using Customer Experience Analytics to help your enterprise adopt Experience-Based Differentiation measures to gain a competitive advantage? How would you describe your approach to customer experience? What are your obstacles to delivering an overall better customer experience? Are you obsessing about customer needs instead of product features? (Hint: You should be).

Join us as we invite Bruce Temkin of Forrester Research to explain how enterprises are heading down the path towards Experience-Based Differentiation (EBD) and embarking on the long journey to eventually embed EBD in their corporate culture. Bruce will dive into lessons learned from Fortune 500 companies who are differentiating themselves from their competition every day.

Speaker:
Featured Guest: Bruce D. Temkin – Vice President and Principal Analyst, Forrester Research

When:
1pm EST, December 11, 2008

Who Should Attend:
VPs of Customer Service/Customer Experience, CIOs, VP Marketing, all C-Level and Senior level managers responsible for customer service, the customer experience, customer service channel strategy, managing call center and self-service channel operations and costs.

Sign up today!

UPDATE: The recorded event can be viewed by clicking here.

Welcome to our brand new blog!

ClickFox is the pioneering leader of a new field called Customer Experience Analytics (CEA). So what does that mean exactly? In a nutshell, CEA software synthesizes all information from all customer touch-points in an integrated, visual view to understand and manage the “Total Customer Experience.”

Customers are multi-dimensional beings; their true behavior is manifested in a complex web of interactions. So why settle for only a limited single-channel window of understanding into the customer experience? By pulling together data from all your systems (from IVR & CRM/agent desktops to web and email to handheld devices and kiosks, among others), ClickFox CEA connects the dots with visually intuitive mappings of all your customer interactions to reveal hidden connections and powerful customer insights.

With this holistic view, you can build a significant competitive advantage by enabling better, faster decision-making on fundamental questions, such as: What is the ideal customer experience? Where are we falling short and why? Why do individual customers defect? Where and why do customers get frustrated as they move through our different channels? What really drives 1st contact resolution, effective cross-selling and other key metrics? Where should we best invest our limited time and resources?

So stay tuned right here. In the coming weeks and months, we’ll give you access to white papers, case studies, recorded webinars, sneak peeks into new product releases, how-to video guides and more. We hope you’ll join us in some lively discussion as we open the floor to questions and we get to know each other better.

That’s it for now. Please be sure to bookmark this page or subscribe to our RSS feed via your favorite RSS reader or via e-mail. And don’t be shy, leave us a comment once in a while!

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