ClickFox's Customer Experience Analytics Blog

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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.

ClickFox announced today that it has signed a multi-year contract with a leading Fortune 500 energy company to analyze several million monthly customer interactions across a variety of service channels. The organization will use ClickFox CEA to track and analyze customer behavior across their web site, interactive voice response (IVR) system and call center (including agent desktop, call routing and electronic dialogue) to get a complete picture of the full experience from the customer’s point of view.

Says Marco Pacelli, ClickFox CEO:

“This new relationship further deepens ClickFox’s domain expertise in the energy industry and adds to an already impressive roster of Fortune 500 utility companies. With the addition of this customer, we now have insight into customer behavior for nearly 40 million energy consumers in the US, enabling us to focus on the most critical areas impacting their experiences and develop industry best practices for cross-channel customer experience excellence.”

Read the full press release here.

You can also read a Utility Industry Case Study or our Utility Industry Brief.

Last week at Amdocs’ Partner Sales Organization annual partner event in Las Vegas, ClickFox was recognized as ‘Emerging Partner of the Year’. As a strategic partner of Amdocs for over a year, ClickFox offers the only true cross-channel software solution on the market, enabling unparalleled visibility into customer experience for improved operational efficiency, customer satisfaction and customer retention. Says Marco Pacelli, ClickFox CEO:

“ClickFox is honored to be recognized by Amdocs as an emerging partner. We look forward to expanding our reach into the marketplace as one of the only combined solutions that delivers insight into today’s complete, end-to-end customer experience.”

Read the full press release here.

ClickFox today released a free interactive Customer Experience ROI Calculator and we invite everyone to try it out. Focused mostly on operational efficiency, this real world calculator was designed based on previous engagements with leading, world-class organizations across several industries. These companies have already realized millions of dollars in cost savings by identifying ways to serve their customers more efficiently across different interaction channels.

We tried to keep it as simple as possible and all you need to do to use the ROI calculator is enter the number of customers your company serves. The tool then calculates your potential ROI using default data gathered from ClickFox’s growing repository representing billions of complex customer interactions. You can then play around with many optional parameter ranging from cost per interaction and channel-to-channel transfer rates, to specific measurements such as annual self-service containment improvement goals.

There’s also a quick instructional video to help you get started.

When you’re done, you’ll be able to download a customized ROI Report, which includes graphs showing potential operations savings over a 5-year period. The report provides details on specific areas of impact that have been identified as having the most significant and immediate effect on an organization’s bottom line. This also includes real-world examples of customers who have achieved huge returns using CEA.

“ClickFox’s calculator is extremely useful for demonstrating the tangible financial benefits of cross-channel customer experience analytics,” said Marco Pacelli, chief executive officer of ClickFox. “The calculator was built not just for customer experience decision makers, but also executives in finance, sales and marketing, product development and more, who need to understand the impact that customer experience has on their departments and the overall business.”

The ROI Calculator is available as a free tool at http://www.clickfox.com/resources/roi-calculator.

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.

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.

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.

I just read a fantastic post by Peter Merholz: “A Framework for Building Customer Experiences.” Before continuing to read what I think you should head over to his blog and read it. Are you back? Great! What did you think? Well, I can’t agree more with how Peter defines the inside-out approach to design that many companies take. And like he says, it’s not their fault because they just don’t have the right tools to understand the customer experiences that can then lead to an outside-in design process. But while the framework Peter talks about looks like this:

I think there is even deeper silo fragmentation and the diagram should look more like this:

We still find that many companies design and analyze their customer experiences inside-out in separate silos. They don’t have a way to understand true cross-channel customer experience and behavior paths and patterns. What we at ClickFox try to do is help move our customers from the silos they have been living with and transform them into a consolidated cross-channel view. Then through analyzing the customer experiences first, they can start to create an enterprise outside-in framework like the one below:

What do you think? I’d love to hear your thoughts in the comments.

Today’s financial services providers are driven to discover new and innovative ways to reduce costs while simultaneously improving customer experience to remain competitive. Join ClickFox, the pioneering leader in customer experience analytics, at 1:00 pm on Thursday, October 29th to learn how the nation’s leading financial services providers realized hundreds of millions of dollars in annual savings by analyzing the paths of their customers to:

• Increase online and self-service transaction efficiency to deflect more calls away from agents
• Streamline authentication process for quicker account holder verification and fewer transfers
• Improve task flow processes to increase CSAT scores across channels

Attendees will learn how to leverage their existing investments in data warehousing, CRM and BI tools to gain a complete view of the customer experience, enabling targeted improvement strategies that have an immediate impact on operating costs and customer satisfaction and loyalty. Some of the nation’s most respected banking, credit card and investment organizations turn to ClickFox to transform the paths of their customers into multi-million dollar insights – register now to see how we can help you on the path to full, cross-channel customer experience excellence in 2010.

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!