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.

The report, which describes ClickFox as the “most prominent” vendor in the contact center market, notes that consumer behavior is changing with the emergence of newer service channels like web and mobile: “The rapid uptake of web-based collaboration tools such as social media make understanding customer behavior across all channels a crucial part of the effort to provide stellar customer experiences.” Ovum analyst, Aphrodite Brinsmead, also notes that “A greater number of customer touchpoints has created pressure for enterprises to create consistent experiences across multiple channels. In order to increase satisfaction rates and improve first contact resolution, enterprises must provide relevant information at the initial point of contact. Cross-channel analytics are increasingly important to understand customer preferences and adapt services appropriately.”

Brinsmead points to the limitations of surveys and other analytics tools in delivering complete insight into customer experience: “Although there are a number of ways to measure customer satisfaction, including surveys and speech analytics, these tools do not relate different channel interactions from the same customer.” The report notes that “[ClickFox] aggregates data from all possible points of contact between a customer and an organization” to track consumer patterns and predict future behavior. This insight enables organizations to deliver more cost-effective, satisfying experiences tailored to their customer’s unique needs, regardless of the channel used.

For a limited time, you can download the report here.

You can also download a Forrester Research about Real-Time Analytics for Contact Centers which singles out ClickFox’s unique capabilities (available for a limited time as well).

Click here to register for our upcoming webinar with Forrester’s Vice President and Principal Analyst which takes place this Thursday, the 10th of June at 1pm EST.

ClickFox today announced the launch of ClickFoxGO!, a new packaged software and services offering aimed at companies with light to moderate interaction volumes and limited customer service channels. The ClickFoxGO! solution will enable companies of any size to gain deep and powerful insight into customer experience trends and issues faster, easier, and more affordably than ever before.

Leveraging the industry-leading ClickFox CEA technology ClickFoxGO! will deliver advanced dashboards and reporting of high-level customer experience improvement opportunities. Marco Pacelli, ClickFox CEO, says:

“We’ve seen the adoption rate of customer experience analytics grow tremendously in the past few years, but it still remains largely concentrated around large-scale organizations. ClickFox is expanding its offerings to meet the demand for more accessible and affordable solutions to ensure that organizations of all sizes can benefit from customer behavior analysis and insight. This cost-effective solution will deliver immediate ROI and a better understanding of customer paths, preferences and service needs.”

ClickFoxGO! packages are available for a single interaction channel (such as IVR), or cross-channel environments, and include:

• Up to 5 million analyzed customer interactions per month
• Analytics powered by the ClickFox CEA core engine
• Solution hosting and data retention for 13 months
• ClickFox professional services

Contact us for more information on ClickFoxGO!

PS: Don’t forget that there’s still time to fill out our customer tipping point survey for a chance to win an iPad.

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.

1to1 Media has published an article by ClickFox CMO, Anna Convery, on the topic of self-service. Here’s a short preview:

Self-service heaven is easily achieved by adhering to five golden rules:

1. Analyze the entire consumer experience across all channels
2. Understand that channel performance metrics are often misleading and  not indicative of self-service success
3. Upstream and downstream channel interactions may tell us more about the root cause of self-service failure than the Web or IVR itself
4. Marrying customer behavior analytics with customer segmentation data gives a rich multidimensional view that enables organizations to truly make customer-centric decisions
5. Siloed analytics leads to isolated decisions, a less-than-optimum customer experience at a broad level, and broken self service experiences for both the customer and the organization.

Read the entire article here.

ClickFox is proud to announce the launch of Customer Experience Analytics Insight (CEAⁱ), a new industry research service to map the complete customer experience and identify the greatest opportunity for improvement across interaction channels and key points of service:

• Rooted in analytics engine of 240 million monthly customer interactions, industry research pinpoints customer behavior trends and best practices
• Findings reveal biggest opportunity is for companies to improve self-service to increase deflection and lower costs
• Small improvements in heavy transaction volume areas drive multi-million-dollar savings for large organizations

Initial CEAⁱ findings reveal a critical need for companies to focus on improving voice self-service:

• Over 40% of self-service interactions result in transfer to a live agent, driving hundreds of millions of dollars in increased operating costs for call centers.
• Deeper analysis reveals that 10% of these interactions transfer due to a failed transaction, and 24% transfer without even attempting self-service, pointing to a need to identify where customers encounter issues to truly make self-service experiences more intuitive and effective.

The most compelling findings and proven best practices of category leaders for optimizing voice self-service is detailed in a market brief, available for download at: http://web.clickfox.com/ceai-voice-self-service/.

Read the full press release here.

As consumers, we have high expectations of companies we choose to give our business. Sometimes we want a personal touch – other times we just want the fastest way to an answer or action.

Please take our simple 2-minute survey to tell us your preferred method of interacting with organizations and institutions, as a customer. Simply provide us with your email address at the end of the survey, and you’ll receive:

• The complete survey results and analysis when available so you have insight into customer channel preferences across industries and interaction types for more informed customer experience decision-making
• A copy of the new voice self-service market brief, presenting findings, trends and best practices from our massive repository of customer behavior data spanning billions of interactions for over 240 million consumers

Please click here to participate in our survey.

Thank you in advance.

- The ClickFox Customer Experience Analysis team

ClickFox and Merced Systems today announced a partnership delivering visibility into the customer-agent-organization relationship. This combination of comprehensive cross-channel customer behavior insight from Clickfox with the sales and service optimization solutions in Merced Performance Suite will align customer experience with agent performance and revenue optimization goals for large enterprise customers. Says, ClickFox CEO, Marco Pacelli:

“In our customer base and in the overall marketplace we are seeing increased demand to quickly and efficiently provide data not only to optimize the customer experience but also to drive more revenue from service operations. Our relationship with Merced Systems delivers on this demand by enabling organizations to align customer behavior and preferences to sales and service strategies so they capitalize on every interaction to dramatically increase loyalty and revenue.”

Read the full press release here.

Find out more about Customer Experience Analytics in the Utilities, Finance and Retail industries 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.

ClickFox announced today that a Fortune 500 energy provider has expanded its software deployment for more robust customer experience analytics. The company started using the ClickFox CEA solution in 2008 to analyze customer behavior in their web self-service systems and has decided to expand to include CTI and IVR system data for
deeper insight into how web task flow processes are directly impacting customer effort, customer satisfaction and operations costs. Says Marco Pacelli, ClickFox’s CEO:

“This is one of several utility companies leveraging ClickFox’s technology to gain visibility into the complete customer experience, from Web site all the way through to customer service representative.”

Read the full press release here.

Download our Utility Industry Case Study here.