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A World of Customer Experience Knowledge
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Browse through any of the documents below to read about real-world customer success and our CEA solutions, watch webinars to hear from industry experts and see more in-depth product demos, and learn about industry-specific applications.
Customer Experience Analytics (CEA) provides a unique visual map of customer behavior within and across all interaction channels to provide powerful insight into systems and issues preventing customers from quickly and easily completing tasks and resolving their issues so you can implement changes that have an immediate impact on customer experience and operations costs:
- Identify where and why customers opt out of IVR application
- Pinpoint authentication issues preventing customers from task completion
- View customer behavior across channels to see what drives repeat contacts
- Understand the direct relationship between higher customer effort and satisfaction and loyalty
If you’re looking to slash costs dramatically without re-engineering your infrastructure or operations while improving the customer experience, you can’t afford to miss this webinar!
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 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 – see how we can help you on the path to full, cross-channel customer experience excellence in 2010.
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
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
Today’s companies are multi-channel enterprises striving to provide customers with greater choice and a customized experience. Meanwhile, consumers have evolved to expect a unified experience across every channel, regardless of type or frequency used. For a consumer-driven business, a fragmented experience represents lost revenues and eventually lost customers. Being successful in today’s complex, cross-channel environment means effectively balancing customer experience with operational efficiency.
Please join ClickFox for a complimentary webinar entitled “ClickFox CEA for Operational Efficiency: A blueprint for enhanced self-service and customer experience success,” where you will learn:
- New KPIs to address both operational efficiency and customer experience
- The top 3 focus areas to drive the biggest benefits
- How to measure the impact of cross-channel behaviors on efficiency and overall customer experience
Presented by: Mary Ellen Thompson
Mary Ellen Thompson is a Director of Analytics at ClickFox. She has been with the company for more than four years and is responsible for providing consulting and analytics services to Fortune 100 companies. She has extensive experience in workflow optimization and frequently speaks as a customer experience and analytics subject matter expert. Prior to ClickFox, Ms. Thompson worked for IBM. She received her undergraduate degree from Stetson University and has an MBA from UGA’s Terry College of Business.
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.
When was it: April 30, 2009 - 2:00pm-3:00pm EST
Speakers:
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 Was It:
1pm EST, December 11, 2008
Speakers:
Bruce Temkin - Vice President, Principal Analyst, Forrester Research
Marco Pacelli - CEO, ClickFox, Inc.
Alex Massie - VP Business Solutions, ClickFox, Inc.
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.
What you can't see and don't know can hurt your business. Do you really know what customers are experiencing and why they are behaving as they do as they move through your multiple self-service channels and interactive touch points? Are self-service rates too low and transfer rates too high? Know why? How to improve? This business-level briefing will discuss the imperative of going beyond traditional metrics to get to the why of customer behavior using Customer Experience Analytics which delivers visual, holistic, actionable customer experience insight across all self-service contact center, Web and retail channels.
When Was It:
12pm EST, November 6, 2008
Speakers:
Elizabeth Herrell - Vice President, Principal Analyst, Forrester Research
Marco Pacelli - CEO, ClickFox, Inc.
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:
When was it: February 10th, 1:00 - 2:00 Eastern Time
Presented By: Alex Massie, Vice President of Business Solutions, ClickFox; Jenny Burr, Sr. Manager Speech Solutions, Intervoice/Convergys
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
The rebroadcast is provided courtesy of CRMXchange. Additional registration may be required
Are Saying... " Aside from the amazing intelligence we gained with the easy-to-use dashboards and traffic viewer reports, we were amazed at how knowledgeable and helpful ClickFox’s associates were in helping us to build a solid business case, and recommending targeted action plans for improvement… "
- Director, Customer Intelligence at a National Consumer Products Company