ClickFox's Customer Experience Analytics Blog

ClickFox hosted an excellent webinar event yesterday titled “The Hundred-Million Self Service Question” which is now available for replay. Click the link to find out what the answer is:

The answer to this question is right under your nose and contained in your customers’ everyday transaction data history – from kiosks, web site, and IVR systems. Join us to learn how several top-tier organizations reported $200MM cost savings after they discovered the specific areas driving self-service failure and increased live agent calls – simply by analyzing customers’ paths across the multiple channels they interact with.

To view the entire webinar replay, click here.

To view all our other webinars (and there are a lot of them to chose from), visit our download library.

Yesterday’s webinar about Customer Experience Analytics in Finance is now available for replay:

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 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.

Watch the webinar replay now!

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.

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.

We just announced a new event in our ongoing webinar series titled “Understanding Cross-Channel Customer Experience in Retail” and it’s now open for registration.

Here are some more details:

You may know a lot about your customers, and you know they are interacting with you across many channels… But can you easily access that information and are you putting it to work for you?

Customer information and customer interactions are a retailer’s most valuable asset. But being able to understand comprehensive cross-channel customer experience and gaining actionable insights from that information either is too difficult or too expensive… Until now.

ClickFox’s Customer Experience Analytics solution can help you easily aggregate both customer information and cross-channel customer behavior patterns into one single source for sales, marketing, operations and business performance information, providing powerful analytics tools to improve decision making across your organization.

Join us as we discuss how you can:

• Integrate customer experience analysis with customer information to promote your strategic objectives
• Provide consistent service across all channels
• Gain a complete picture of your customers
• Target customer segments for tailored programs
• Stock the right products and services, in the right channels at the right time
• Streamline customer service processes for a substantial competitive advantage

In this webinar we will share use cases illustrating how retail organizations utilize customer experience analytics to:

• Deliver a superior customer experience
• Drive improvements to achieve operational excellence
• Improve customer retention & satisfaction
• Leverage marketing insight

To view all of our upcoming webinars, please click here.

When potential customers ask us to explain why our Customer Experience Analytics (CEA) solution is different from anything else they have ever seen, we usually hear a follow up question mentioning the multi-channel capabilities of business intelligence and data warehouse vendors. Many people fail to realize that there is a tremendous difference between analyzing multiple channels as separate silos versus analyzing customer traversals across multiple customer interactions touch-points. When we refer to cross-channel analytics, we’re talking about the complete picture, not just several snapshots. We’re not discounting the significance of being able to look at multiple channels, we’re just saying that looking across the channels reveals hidden opportunities for the enterprise to understand customer behavior better and to create a better overall experience.

For example, I’ll take two channels that many companies use these days: Web & IVR. Almost every company with a website has some sort of analytics tool that helps it understand what customers are doing on the site, what they’re placing in their abandoned shopping carts or at what point in the bill pay process they decided to leave the site. When it comes to IVR, most of that kind of visibility is harder to understand because traditionally, the IVR has been a black box and at best companies know how many calls came in and how many went to a live agent. In some cases specific IVR self-service funnels are analyzed, but usually to the level of overall completion rate without the step-by-step details necessary to make any significant changes.

ClickFox CEA connects channels to show relationships in activities across multiple customer touch-points. In the example below, we can see that customers are moving from Web to IVR and focus on a specific event in the IVR experience. But that’s not all – we then look upstream at the activities that occurred in the Web channel prior to the event we’re focusing on (click image to enlarge):

This is a simple way to illustrate cross-channel analytics capabilities, but obviously this is just the starting point. ClickFox CEA also provides details in each interaction channel to show more specifics on what drives users to downstream channels and what they do when they get there. In our example, the details of upstream to downstream flows show instances of bill pay in the Web channel that lead to significant instances of bill pay in IVR channel. The cheaper web channel is actually the root cause for the far more expensive IVR transaction (order of magnitude is about x10) which can then lead to a far more expensive live agent interaction (order of magnitude is about x100+ that of a web session). When analyzing cross-channel traversals these kinds of details become painfully clear (click to enlarge):

Cost savings is not the only reason companies need to understand their customers’ cross-channel experiences. Negative experiences will almost always lead to poor customer satisfaction and the real possibility of customer churn. And there are many other interaction channels in today’s complex customer environment. Starting with a pair of channels is just the first step, but eventually additional channels (Email, Kiosk, ATM, CTI, CSAT, CRM, Live Agent, etc.) are needed to complete the whole picture.

For more on cross-channel design & analysis,  please join ClickFox and featured guest Adele Sage of Forrester Research for a complimentary webinar on April 30th, 2009 at 2pm EST:

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.

Register Today!

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!

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:

ClickFox has teamed up with our partner Intervoice/Convergys for a webinar titled: “Turning Lemons into Lemonade: How to make the most of your contact center investment during an economic crisis.” Here are the event details:

Date: February 10th, 1:00 – 2:00 Eastern
Presented By: Jenny Burr, Sr. Manager Speech Solutions, Intervoice/Convergys; Alex Massie, Vice President of Business Solutions, ClickFox

In both the best of times and the worst of times, Convergys Multichannel Analytics, powered by ClickFox’s Customer Experience Analytics technology, enables better and faster decision-making on these critical areas and beyond.

Listen and Learn
Find out how Multichannel Analytics enables you to:

• Leverage the significant amount you’ve already invested in data collection, using data from any and all systems
• Create your unique view of the total customer experience
• Use Convergys Professional Services to analyze customer behavior and provide specific, actionable recommendations for modifications or simple application tuning in order to improve the customer experience
• Gain actionable insights to see/address key links to business drivers such as improving customer satisfaction, retention, first contact resolution, and self-service completion, reducing operational costs, and closing up-sell opportunities

UPDATE: This event has ended. Click here to register and replay this webinar.

Our second event in the ClickFox Webinar Series, featuring Bruce Temkin of Forrester Research is now available for playback. Just click the link to register and view the rebroadcast.

Bruce highlighted the importance of customer experience in differentiating your company from the competition. He’s been speaking and writing about Experience-Based Differentiation (EBD) at Forrester and on his blog for a while now (read more at Customer Experience Matters). ClickFox highlighted how Customer Experience Analytics is helping companies gain valuable insight into customer behavior and is leading to significant improvements in customer loyalty and satisfaction.

We will soon announce our next event. To subscribe to our RSS feed and be notified of the next event, click here.

To replay the webinar follow this link.