ClickFox Newsroom

ClickFox podcast interview live on EM360 website

ClickFox Press Release

ClickFox podcast interview live on EM360° website
19 April, 2013
PRESS RELEASE

FOR IMMEDIATE RELEASE

Expert discussion on consumer experience analytics live on enterpisemanagement360.com

Summary: ClickFox podcast interview live on EM360° website

Enterprise Management 360° (EM360°), the thought leadership resource for IT executives, has published its exclusive interview with Clickfox on their customer experience analytics solution, available to listen on enterprisemanagement360.com.

The interview, discussing going on a journey of consumer experience, concentrates on how businesses are finding ways to map information on customers’ experience with brands by aggregating data to visualise experience journeys. This is achieved, says ClickFox, by integrating a customer experience analytics platform that will benefit customer services, product development, sales, and marketing teams.

Its Chief Technology Officer Tom Wheeler speaks of his company’s headlining solution, “We are much more interested in showing the flow of people that went from one place to another.”

Tom has held various development and management positions at General Electric, US West and Centerpoint, Inc. At Centerpoint, he was responsible for building Avaya’s globally distributed Centre Vu Explorer. Tom also headed all of Engineering Services at NICE Systems where he and his team delivered custom software solutions for NICE’s premier customers including many of the Fortune 500. Tom possesses deep domain expertise in contact centre, web application and financial analysis software. As a developer of early data warehouses in financial and legal markets, he recognised the unique and powerful value of data in delivering bottom-line insights to the enterprise.

The podcast is available to listen here:

http://www.enterprisemanagement360.com/podcast/go-on-a-journey-of-experienced-analytics/

About Enterprise Management 360°

Enterprise Management 360° provides subscribers with cutting-edge enterprise level strategy for technology – specifically IT business strategy. We do this through the Enterprise Management 360° magazine, a global quarterly report dedicated to CIOs and IT executives driven entirely by the independent analyst community.

About ClickFox

ClickFox, the leader in a new breed of experience analytics, maps the complex maze of customer experience successes and failures formed by interactions at every touch point. The company translates terabytes of transactional experiences into a picture of humanity for customers: who, what and why they experienced what they did.

ClickFox’s patented technology can be installed in weeks to deliver a clear picture of unstructured data and drive better decisions. Working with ClickFox, Fortune 500 leaders in telecommunication, financial services, media, utilities and healthcare organizations collectively have added more than $1 billion to their bottom lines.

Contact details

David Tran

Editor, EM360°

+44 207 148 5151 | dtran@imipublishing.com

ClickFox Survey Reveals Apple Leads in Customer Loyalty Second Year in a Row

ClickFox Press Release

ATLANTA, GA. ClickFox, the pioneering leader in customer experience analytics, today announced findings from its second brand loyalty survey. Just in time for customer loyalty month in April, the survey examines drivers of brand loyalty and the industries to which consumers are most loyal.

ClickFox research this year identified Apple as the top brand consumers can't live without, while Starbucks, Google, Microsoft and Amazon rounded out the top five most revered brands in the study. Amazon fell to fifth place from second in customer loyalty, per ClickFox's 2012 research. Starbucks and Microsoft grew in customer loyalty in 2013, climbing to second and fourth place, respectively.

Consumers identified food and beverage, airlines, cellphone manufacturers, retail stores, hotel chains, and automakers as the brand categories to which they are most loyal. Although research indicated that brand image and advertising are important in determining loyalty, poor customer service and brand quality are always the biggest deterrents to brand loyalty (48 percent and 35 percent, respectively). Most importantly, a majority of consumers revealed that they can only remain loyal to three brands they engage with on a daily basis, proving that consumers are only truly loyal to a few brands despite habitual usage of products and services.

"Our research shows that consumers have a negative disposition to service agents," noted Marco Pacelli, CEO of ClickFox. "This lingering sentiment often centers on service teams having inaccurate or incomplete data regarding a consumer's experience with a brand, leading to customer frustration as they repeat their inquiry to multiple agents. While the first brand experience may be the tipping point for customer loyalty, businesses need to better analyze trends in negative service inquiries to fully capture the hearts, minds, and wallets of consumers."

Customer Service and Loyalty

The study noted that consumers strongly dislike unsolicited outreach from agents representing the brand. Survey respondents identified in-store representatives and phone agents as their lowest preference for learning more about products (29 percent and 36 percent). Additionally, 66 percent of consumers do not want to be contacted over the phone for special offers, information and upgrades; however, nearly three-quarters of respondents revealed that they would prefer to be contacted via email and text messages from companies.

Consumers continue to discover new products on their own, with 45 percent preferring to find information, upgrades and help with products via email and text messages, and 41 percent preferring websites, chats and online advertising resources. Ironically, 35 percent of consumers identified loyalty programs as trivial when selecting their favorite brands.

Drivers for Loyalty

ClickFox's research revealed that benefits drive brand loyalty with consumers, identifying brand quality (60 percent), ease of use (46 percent) and features (40 percent) as crucial in deciding their favorite brands. Moreover, first impressions matter: brands have one chance to win customers over, according to 56 percent of consumers who say that the first purchase or beginning of service is the deciding moment in establishing brand loyalty.

Survey findings highlighted shifting loyalties among consumers as they mature:

        -- Loyalty to cell phone manufacturers peaks among younger consumers ages
            21 and under.
        -- Despite being a relatively new market, brand loyalty to PC/tablet
            manufacturers is correlated with consumers ages 22 to 34.
        -- Loyalty to banking/credit card companies dominates consumers ages 35
            to 64.

The economy continues to divide consumer behavior: 57 percent of consumers are more focused on price, while the remaining 43 percent are less focused on price when switching and selecting brands.

Methodology

The ClickFox 2013 Brand Loyalty Survey audited 304 consumers in March 2013 on their preferences when selecting brands. Respondents were 58 percent male and 42 percent female. The research evaluated a broad range of generational attitudes with 27 percent ages 22 to 34, 31 percent ages 35 to 44, 28 percent ages 45 to 54, and 11 percent ages 55 to 64. Consumers polled leaned towards the affluent with 14 percent earning less than $50,000, 13 percent earning $50,000 to $69,999, 12 percent earning $70,000 to $89,999, 20 percent earning $90,000 to $124,999, and 41 percent earning $125,000 or more per household.

Access the infographic here

Discover the results from the 2012 Brand Loyalty Survey here

About ClickFox ClickFox is the market leader of a new breed of experience analytics software and solutions, analyzing behavior for more than 17.6 billion consumer journeys across every channel available to consumers. Transcending a limited single channel view, ClickFox patented behavioral analysis engine provides a visually intuitive mapping of all customer interactions -- from IVR, retail, Web, and email to agent CRM desktops, mobile devices, and interactive kiosks -- delivering unparalleled visibility to uncover hidden connections and reveal bottom-line customer insights. Deployed by some of the nation's largest telcos, financial institutions, among other Fortune 500 enterprises, ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability.

Consumers Pick eCommerce for Better Customer Service

ClickFox News

A recent study conducted by ClickFox, dealing specifically with holiday buying plans, reveals that customers favor online customer service and associate negative experiences with in-store and call center service representatives. Unless a unique shopping experience is emphasized, merchants who primarily deal with customers directly risk losing sales to their online counterparts.

Best Practices Mapping Customer Experience Using Data

ClickFox News

Who do you love? On social media, the answer seems to be Starbucks.

The ubiquitous coffee house chain is the "most loved" of 3,400 food and restaurant brands, according to an analysis of social media sentiment in the first half of 2012 conducted by Digital CoCo, a marketing agency.

Despite being satirized by everyone from Mike Myers as Austin Powers to your cousin's blog, Starbucks routinely scores at the top of the list among all consumer brands, not just food and beverage brands.

Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.

“Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Grossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

It is only February but imprortant that the C-Suite collaborates now to learn from this recent holiday rush and look forward already for how they will improve in execution in 2013. These data best practices provide a blue print in how organizations can better prepare using customer touch point data in new and improved ways.

ClickFox Analysis Points to Increasing Complexity in Measuring Customer Experience

ClickFox Press Release

ClickFox Analysis Points to Increasing Complexity in Measuring Customer Experience

Increasing Investments in CRM Technologies Create Data Management Obstacles for Businesses

ATLANTA, Feb 7, 2013 – ClickFox, the pioneering leader in customer experience analytics, today announced a record year in analyzing 17.6 billion customer journeys. The Fortune 500 enterprises the company serves strive to create holistic perspectives of customer service experience across multiple service touch points. These findings point to enterprises’ adoption of new customer service technologies as an annual trend, with the total number of disparate customer relationship management systems ingested for analysis by ClickFox up 15 percent over 2011, and 60 percent over 2010.

“The growth of disparate customer relationship management systems and customer journeys analyzed by ClickFox this year is not surprising,” said Marco Pacelli, CEO, ClickFox. “While businesses recognize the need to accurately capture customer service experiences across their technology investments, they continue to fail to aggregate data to accurately identify where customer service goes wrong. With these insights in mind, customer-facing organizations are empowered to increase customer loyalty, maximize sales channels and decrease service overhead associated with addressing negative, service experiences.”

ClickFox manages the increasing complexity and scale of customer journeys by deploying its patented visualization software on EMC’s Greenplum MPP environment. This environment enables the perfect balance of effective ways to leverage emerging technologies for handling large amounts of data while providing classical database capabilities.

Companies that are leading in customer experience improvements understand that to get the most out of their CX effort they need to focus on the journeys versus single touch points. ClickFox enables this breed of customer centric innovation, which allows companies to analyze behavioral patterns, execute “test and improve” recommendations and measure the successful ROI of these efforts. ClickFox has ingested over 340 billion nodes into its data analysis software in 2012, which is further evidence of the scale of customer service experience management across operational and technology silos for businesses.

Best Practices for Customer Journey Management in 2013

In order to more effectively manage negative service experiences and increase customer loyalty in 2013, ClickFox recommends the following best practices as industry standards for managing customer service data:

Analyze customer experience across unified data sets
Foster integration between IT, marketing and service teams to ensure data silos are managed holistically
Utilize metrics that drive actionable business decisions based on customer journeys
Predict future customer behavior based on recorded journeys
Invest in analysis capabilities to ensure maximum value from data management initiatives

About ClickFox

ClickFox is the market leader of a new breed of experience analytics software and solutions, analyzing behavior for more than 17.6 billion consumer journeys across every channel available to consumers. Transcending a limited single channel view, ClickFox patented behavioral analysis engine provides a visually intuitive mapping of all customer interactions – from IVR, retail, Web, and email to agent CRM desktops, mobile devices, and interactive kiosks – delivering unparalleled visibility to uncover hidden connections and reveal bottom-line customer insights. Deployed by some of the nation's largest telcos, financial institutions, among other Fortune 500 enterprises, ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability.

Amazon, Best Buy Provide Best Holiday Customer Service Says ClickFox Poll

ClickFox Press Release

ClickFox, the pioneering leader in customer experience analytics, today announced the results of a consumer survey auditing customer service experience and purchase behavior during the busy holiday buying season. The results showed a correlation between favoring online customer service and identifying negative experiences with in-store and call center service representatives. Amazon and Best Buy were revealed to be the companies providing the best customer experience during the holiday season, according to consumers.

“Consumers have become adept at identifying the easiest customer service resolution,” said Marco Pacelli, CEO, ClickFox. “The findings of our research should serve as a wake-up call for those in the retail industry: if they continue to fail to provide stellar in-store customer service, they risk losing customers to online competitors. As we’ve seen with analysis of more than 12 billion customer touch points annually, when retailers fail to resolve customer service inquiries at the first point of service, companies can expect increased service overhead and decreased customer loyalty as consumers are forced to utilize multiple service channels to resolve their issues.”

Online Customer Experience Resonates with Consumers

The findings pointed to strong adoption of e-commerce by consumers this holiday season, with 62 percent of respondents noting that they plan to do the bulk of their shopping online this year. Increased online shopping can be attributed to the positive service experience reported by 78 percent of respondents. Self-service options provided by online storefronts were also identified as the most influential component of customer purchasing for 23 percent of consumers polled.

Contact Centers and Sales Floor Representatives Drive Negative Experiences

Customer service via phone was revealed as the worst service touch point, with 50 percent of consumers polled reporting negative experiences. 41 percent of respondents noted sales floor representatives as the greatest point of negative customer service experience during the holidays behind service via phone. In addition, checkout representatives and peer influences were found to be the least effective for holiday purchases, with consumers rating their respective influences at 37 percent and 25 percent.

When attempting to resolve a negative customer service experience, 52 percent of respondents reported they would first speak to a manager in person; 33 percent would call a customer service hotline as the next step. 39 percent of consumers also admitted they would attempt to resolve customer service experiences with a live contact before engaging brands via social media as a final step towards resolution.

Prices and Service Experience Influence Store Selection

Despite the optimistic economic outlook, 57 percent of consumers identified having the best prices and deals as the greatest factors when selecting a store to purchase holiday gifts. Customer service experience was recorded as the second highest priority when selecting a store at 32 percent.

Returning unwanted holiday gifts is an important factor for store selection for the 67 percent of consumers who will shop at stores where they know the returns process is easy. Most consumers who plan on returning holiday gifts will do so after the New Year (49 percent), while 39 percent of gift-returning consumers will return them between Christmas and New Year’s Day.

Unsurprisingly, advertising was identified as the most influential factor for holiday purchasing by 25 percent of consumers.

Methodology

The ClickFox 2012 Holiday Customer Service Audit evaluated 213 consumers on their preferences and experiences with customer service during the holiday buying season. The responses were recorded in October 2012 and respondents were 62 percent male and 38 percent female. Additionally, results represented a broad range of generational insights, with 1 percent of respondents under the age of 21; 18 percent between 22 and 34; 32 percent between 35 and 44; 31 percent between 45 and 54; 15 percent between 55 and 64; and 3 percent over the age of 65.

Access the infographic here: http://www.clickfox.com/insights/consumer-surveys/2012-holiday-customer-service-audit .

Additional ClickFox information is available at http://www.clickfox.com/and on the ClickFox Customer Experience Analytics Blog at http://www.clickfox.com/blog. Join the team on Twitter, Facebook and LinkedIn.

About ClickFox

ClickFox is the defining leader of a new breed of experience analytics software and solutions, analyzing behavior for more than 400 million consumer accounts across every channel available to consumers today. Transcending a limited single channel view, ClickFox patented behavioral analysis engine provides a visually intuitive mapping of all customer interactions -- from IVR, retail, Web, and email to agent CRM desktops, handheld devices, and interactive kiosks -- delivering unparalleled visibility to uncover hidden connections and reveal bottom-line customer insights. Deployed by some of the nation's largest telcos, financial institutions, among other Fortune 500 enterprises, ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability.

Major Financial Institution Selects ClickFox to Provide Cross Channel Customer Experience Analytics to Improve Service Delivery and Lift Net Promoter Scores

ClickFox Press Release

ClickFox, the pioneering leader in experience analytics, today announced it has secured a new customer in the banking and financial services industry. The Credit Card Division of the company will use ClickFox's Customer Experience Analytics (CEA) platform to integrate customer data across 40M+ consumers to deliver the best experiences. Data will come from multiple channels including call center, Web analytics, digital marketing, Net Promoter Score (NPS), interactive voice response (IVR), churn events and card activations. ClickFox CEA will allow the company to obtain a 360-degree view into customer experiences. This insight will be used to implement strategies that will help improve NPS and long-term loyalty while decreasing the amount of time customers dedicate to service inquiries and reduce the operational costs associated with inbound customer service issues.

With the announcement of this latest customer, ClickFox now manages customer records for three of the top five U.S. financial institutions, driving leadership to create better customer experiences in the financial sector. ClickFox currently analyzes more than 12 billion customer interactions annually across all major industry verticals.

ClickFox was chosen over other analytics providers because it provided the only solution that connected customer traversals through each of the service experience channels, including call center, Web, digital marketing, IVR analytics, NPS and card activations. With the integration of the ClickFox CEA platform, the customer will gain insight into over 80 million customer sessions per month. ClickFox was also the only solution that met the institution's requirements of a quick deployment timeframe, a minimal IT resource requirement and a tool that allowed the business team to manage ongoing analytics without the need to request changes to data and data queries.

Before selecting ClickFox for its customer experience analytics, the customer was analyzing individual interaction experiences at the transaction level, rather than across the customer journey. Limited by having an incomplete picture of all customer journeys across channels, the customer often focused on issues too narrow in scope because they either lacked customer perspectives across multiple touch points for a transaction, or because the feedback was based on a small sample of the customer population.

Once the CEA platform is fully operational, the customer expects to be able to implement recommendations to help optimize broken processes that cause customer frustration and drive unnecessary service costs. The customer will be able to redesign cross-channel service journeys that are negatively impacting customer loyalty and develop new segmentation strategies to deliver personalized service experiences. Analytics will assist the customer in improving retention, reducing agent calls, self-service containment within interactive voice response systems and increased enrollment in marketing offers.

About ClickFox

Using Customer Service to Build Loyalty

ClickFox News

Who do you love? On social media, the answer seems to be Starbucks.

Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.

Product quality and service drive loyalty: A survey by Clickfox found that product quality and customer service were the most important factors to gaining consumer trust. Quickly resolving issues and going beyond customers' expectations may encourage repeat business from patrons, but it in many cases, businesses need to go further than that. Smart Company notes that all organizations are trying to deliver good service, which makes it difficult for it to be a differentiating factor.

Leading Provider of Digital Entertainment Turns to ClickFox to Map Customer Journeys, Ingesting Millions of Customer Interactions into Customer Experience Analytics Platform

ClickFox Press Release

ClickFox, the pioneering leader in experience analytics, today announced it has secured a new customer in the digital entertainment services industry. The company will utilize the ClickFox customer experience analytics (CEA) platform to gain a 360-degree view into their customers’ cross channel service experiences. The CEA platform will connect millions of customer sessions per month across multiple interaction channels and source insight into which customer behavior patterns and lifecycle episodes have the most positive and negative influence on business outcomes. With this insight, the provider can establish targeted improvement strategies that will increase customer satisfaction, decrease operational costs, improve revenue generation and increase loyalty. ClickFox is now managing more than 12 billion customer sessions per year across all major industry sectors, helping those businesses achieve several hundred million dollars in revenue maximization and service cost reductions.

ClickFox was selected as it is the only solution able to connect customer experiences through each interaction touch point provided: Web, mobile, agent, customer satisfaction, field service, marketing and IVR technologies. In addition to providing data analysis across multiple customer interaction silos, ClickFox’s CEA platform was identified as the sole technology able to deploy in a short timeframe with a minimal IT resource requirement. ClickFox enabled dynamic management of customer analytics for the core business team without the need to constantly maintain data and modify data queries for accurate experience insights.

Prior to selecting ClickFox as its customer experience analytics technology provider, the service provider was forced to juggle multiple operational and marketing metrics for each touch point channel. Sample experiences from call monitoring and satisfaction surveys were also being used to gauge successful interactions. These strategies lacked a comprehensive view into all customer journeys, leaving the business unable to view how customers were truly interacting with their company.

"In a world of distributed customer interactions, the complete story can only be seen by assembling evidence from dozens of systems," said Dan Woods, CTO and Editor of CITO Research and contributor to Forbes.com. "ClickFox is the only technology that distills micro-interactions into cascading, higher levels of summary, enhancing and supplementing the models with new data along the way. ClickFox uncovers the whole story of a customer interaction enabling essential business questions to be answered without lengthy delays. ClickFox allows analysis to take place at the highest or most granular level, depending on the issue at hand, which is why the company is popular in the most complex and demanding customer interaction scenarios."

About ClickFox

ClickFox is the defining leader of a new breed of experience analytics software and solutions, analyzing behavior for more than 400 million consumer accounts across every channel available to consumers today. Transcending a limited single channel view, ClickFox patented behavioral analysis engine provides a visually intuitive mapping of all customer interactions—from IVR, retail, Web, and email to agent CRM desktops, handheld devices, and interactive kiosks—delivering unparalleled visibility to uncover hidden connections and reveal bottom-line customer insights. Deployed by some of the nation’s largest telcos, financial institutions, among other Fortune 500 enterprises, ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability.

Additional ClickFox information is available at http://www.clickfox.com and on the ClickFox Customer Experience Analytics Blog at http://www.clickfox.com/blog. Join the team on Twitter, Facebook and LinkedIn.ClickFox was selected as it is the only solution able to connect customer experiences through each interaction touch point provided: Web, mobile, agent, customer satisfaction, field service, marketing and IVR technologies. In addition to providing data analysis across multiple customer interaction silos, ClickFox’s CEA platform was identified as the sole technology able to deploy in a short timeframe with a minimal IT resource requirement. ClickFox enabled dynamic management of customer analytics for the core business team without the need to constantly maintain data and modify data queries for accurate experience insights.

About ClickFox

Alteryx, IBM, ClickFox Highlight Need for Data Management Tools

ClickFox News

Who do you love? On social media, the answer seems to be Starbucks.

Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.

Data management—especially when the data in question grows to epic proportions—remains a top goal of analysts and CIOs. In order to fulfill that need, some IT vendors have begun embedding tools into their software offerings that automate data management.

ClickFox, for example, manages Big Data on behalf of customers who want to invoke its customer experience management application in the cloud. According to Jeff Gossman, vice president of product management, the company provides a service overlay on top of datasets that makes all that information more accessible to business users. “ClickFox does all the heavy lifting,” Gossman said, “because the shortage of data scientists has become a bottleneck.”

ClickFox Enables Richer Data Analysis by ingesting speech and text data from vendors such as Nexidia, Nice, Verint, Clarabridge and SAS into the ClickFox CEA Platform

ClickFox Press Release

ATLANTA —Sept. 20, 2012 – ClickFox, the pioneering leader in experience analytics, has seen increased interest from customers extending the scope of the company’s proprietary ClickFox CEA software to include speech and text analytics vendors data sets. One of the top 3 banks as well as a top cable provider have added their vendor speech and text analytics data to the CEA system to provider a higher level of accuracy in their speech analytics. These data insights can come from various vendors such as Nexidia, Nice, Verint, Clarabridge and SAS, and from diverse interaction channels such as web, email, chat, IVR agent records and social commentary.

ClickFox rapidly increases the ability for enterprises to gain value from existing Speech Vendors data sets by connecting the dots of customer behavior patterns to isolate targeted voice trends for deeper analytics. Without the added insight provided by ClickFox CEA enterprises are forced to perform rigorous analytics functions across the entirety of their speech and text data stores. ClickFox CEA now provides a more strategic approach to analyzing speech and text analytics by allowing analysts to specifically target focused datasets for faster and more insightful analysis. For example, ClickFox was able to narrow the query into the speech analytics from a base of several hundred thousand calls to a much smaller subset of calls. This allowed the analysts to find the avoidable agent repeat calls taking place after customers had visited the online channel and prior to them providing a low c-sat survey score.

“Our customers have told us that we have been instrumental in being able to increase the efficiency of speech analytics. Best analogy – ClickFox gets our customers to the goal line and speech scores the touchdown. The marriage of these tools has been invaluable to really get underneath and demystify the level of effort and causes for defect.” Marco Pacelli, CEO ClickFox.

ClickFox CEA will empower companies to more accurately target customer experience behavioral patterns within the vast speech and text analytics data stores. With ClickFox CEA, analysts can also identify more defined queries to better understand which customers or contact channels reveal the most insightful conversations as well as validate the CRM resolution code interpreted by comparing it to the upstream intent of the customer. By analyzing more refined data sets, companies experience a quicker time to value, and ultimately, greater efficiency in painting a holistic view of the customer experience data present within the organization. Additionally, other business functions and teams can capitalize on the knowledge revealed by speech and text analysis by integrating the data back into ClickFox CEA software to improve the 360-degree perspective of the customer journey.

About ClickFox
ClickFox is the defining leader of a new breed of experience analytics software and solutions, analyzing behavior for more than 400 million consumer accounts across every channel available to consumers today. Transcending a limited single channel view, ClickFox patented behavioral analysis engine provides a visually intuitive mapping of all customer interactions -- from IVR, retail, Web, and email to agent CRM desktops, handheld devices, and interactive kiosks -- delivering unparalleled visibility to uncover hidden connections and reveal bottom-line customer insights. Deployed by some of the nation's largest telcos, financial institutions, among other Fortune 500 enterprises, ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability.

Atlanta’s ClickFox Remains Unchallenged In IVR Customer Analytics Industry

ClickFox News

Who do you love? On social media, the answer seems to be Starbucks.

Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.

Atlanta-based analytics company ClickFox has moved deep into customer behavior analysis across a variety of web-based platforms since its launch in 2000. The company has been so successful in its field that Forbes named it one of the 10 greatest industry-disrupting startups of this year.

NBC News: ClickFox SVP Jeff Gossman and Brand Loyalty Survey Featured in Article on Best Loved Food Brands on Social Media

ClickFox News

Who do you love? On social media, the answer seems to be Starbucks.

Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.

Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience. “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Gossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

Consumers Trust Amazon, Apple and Google Most With Their Information, New ClickFox Consumer Data Audit Finds: Report Highlights New Trends in Personal Data Management

ClickFox News

ClickFox, an experience analytics firm, recently announced the results of a survey exploring consumer's data management preferences within organizations. The results indicated that consumers embrace location services in marketing campaigns, are wary of data use among retailers and trust the financial services industry most with personal information, followed by healthcare and government in second and third, respectively. Amazon, Apple and Google were revealed as the most trustworthy organizations with regards to consumer data management.

Study: Consumers Increasingly Will Give Personal Info for Deals

ClickFox News

Consumers are increasingly willing to give up personal information if it will help them get a deal or improve their shopping experience. The vast majority of consumers expect companies to know their purchase history and retail experience. More than 80% do in fact, according to a new study from ClickFox.

Consumers Trust Amazon, Apple and Google Most with Their Information

ClickFox Press Release

ATLANTA —Aug. 14, 2012 – ClickFox, the pioneering leader in experience analytics, today announced the results of a recent survey exploring consumer’s data management preferences within organizations. The results indicated that consumers embrace location services in marketing campaigns, are wary of data use among retailers and trust the financial services industry most with personal information, followed by healthcare and government in second and third, respectively. Amazon, Apple and Google were revealed as the most trustworthy organizations with regards to consumer data management.

“Unsurprisingly, the retail industry receives poor marks for consumer trust and this can often be attributed to consumer engagement that tends to solely focus on the sale,” said Marco Pacelli, chief executive officer, ClickFox. “Companies get customer service right when they begin to analyze every customer touch point to get a clear picture of customer satisfaction – unfortunately, most organizations don’t know they’ve burned consumers until their revenues drop.”

Welcoming location-based marketing and opportunities to improve customer experience

The findings suggest that consumer acceptance of location-based marketing has increased, as 71 percent noted they would share their location for giveaways, discounts or improved service, and 71percent revealed they are comfortable with companies knowing their location. The survey also suggests that most customers (84 percent) prefer organizations to use their data to improve their customer experience.

Additionally, the study revealed that 83 percent of respondents expect companies they do business with to know their purchase and retail history, and 82 percent expect companies to know past consumer experiences, which highlights the need for more advanced analytics tools for customer engagement.

Additional survey findings reveal:

Cell phones emerge as a new preferred personal identifier
- 19 percent of respondents are most comfortable with organizations using their cell phone number as a personal identifier second only to personal security question at 43 percent
Consumers contradict themselves when reporting preferences regarding shopping behavior
- 59 percent of respondents value personal identifiers such as social security, home address and phone numbers more than their behavioral habits like purchase history, shopping preferences and service history.
- 84 percent of respondents expect companies to know purchase and retail history and 82 percent expect companies to know previous customer experiences.
Consumers warm up to sharing cellular number and purchase history across businesses
- 41 percent of respondents would provide cell phone numbers for giveaways, discounts or improved service, and 49 percent are comfortable with companies knowing their cell phone number
- 45 percent of respondents would share purchase history from other companies they do business with for giveaways, discounts or improved service, and 40 percent are comfortable with companies knowing their purchase history across organizations with whom they do business
1. Capitalize on the capabilities of Big Data to connect and analyze data across informational silos.
2. Use data in a way that visibly benefits consumers, such as providing better service and offering new products.
3. Be open to using new or multiple personal identifiers to keep records accurate.
4. Look to location- and mobile-based engagement as an extension of customer experience.
5. Ensure consistent customer experiences for better customer engagement.

ClickFox recommends the following considerations for improved customer experience and management of consumer data:

Methodology

The ClickFox 2012 Consumer Data Audit evaluated 172 consumers about their preferences and perceptions of how companies use data recorded during customer interactions in July 2012. Respondents were 65 percent male and 35 percent female representing a wide range of age groups: 18-25 (4 percent), 16-35 (18 percent), 36-45 (33 percent) and 46 and older (46 percent).

Access the infographic here: www.clickfox.com/insights/consumer-surveys/privacy-and-knowledge-gaps-survey/

About ClickFox

What Is a Data Scientist?: Tom Wheeler of ClickFox

ClickFox News

Every day, computerized analysis becomes more powerful, and the many steps involved in obtaining usable data and making it useful are reduced by ever-smarter tools. Yet the role of a human data scientist may be irreplaceable because the greatest value of a human data scientist might come from the ability to interpret a question in a non-literal or divergent way—something computers are not very good at.

10 Greatest Industry-Disrupting Startups of 2012

ClickFox News

Startup: ClickFox
Industry:Analytics

Today, everything revolves around the customer. ClickFox knows that well, and has created a highly sophisticated analytics platform that measures customer experience for very large companies by grabbing and analyzing terabytes of data into summarized reports. In our information-overloaded world, ClickFox is helping companies across the world better understand company-customer relationships. ClickFox, which was founded in 2000, has raised over $40 million and is headquartered in Georgia.

Why Purpose-built Applications are the Key to Big Data Success

ClickFox News

The explosion of new types of data in great volumes from many different sources that has come to be known as big data has resulted in a false premise that lurks on the sidelines of many discussions. Vendors and often analysts express the idea that you can master big data through one approach. They claim if you just use Hadoop or Splunk or SAP HANA or Pervasive Rush Analyzer, you can “solve” your big data problem. This is not the case. There is not going to be one solution to unlock the value of big data, but many.

The Democratization of Analytics in the Cloud

ClickFox News

Clickfox and other IT vendors offer cloud-based analytics and data support.

Not too long ago, making use of advanced analytics required massive investments in IT infrastructure and application software. Obviously, that tended to limit the number of organizations that could afford to take advantage of advanced analytics software. But with the advent of cloud computing, the situation is starting to change. Not only has advanced application software become more accessible via the cloud, the cost of launching a consulting organization based on a particular analytics capability has dropped considerably.

When Customers Attack: The Psychology Behind the Upset Customer

ClickFox News

“Don’t make me angry. You wouldn’t like me when I’m angry….”

What turns an otherwise mild-mannered customer into an ireful individual pushed past the limits of their patience? Says Guy Winch, a licensed psychologist and author of The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships and Enhance Self-Esteem, it all comes down to respect, or the feeling of a lack thereof – for the customer’s time, dignity or intelligence. This mirrors ClickFox’s latest Customer Tipping Points Benchmarking survey, which lists the issues customers find most frustrating.

ClickFox Turns Customer Metrics Into Usable Enterprise Data

ClickFox News

The behavior recognition engine enables enterprises to analyze incoming data from any customer interaction (Internet, in-store, telephone, CRM) and provide tracking of each customer's path in order to improve customer experience in general.

Data analytics provider ClickFox on June 4 released a new version of its Pulse Customer Experience Analytics platform that it claims is easier and more intuitive to use for line-of-business employees.

ClickFox Democratizes Access to Big Data Insights With Customer Experience Analytics Version 6.4

ClickFox Press Release

ATLANTA, GA--(Marketwire - June 4, 2012) - ClickFox, the pioneering leader in experience analytics, today announced Version 6.4 of its ClickFox Customer Experience Analytics (CEA) platform. This updated version of the company's customer behavior recognition engine enables organizations to analyze data from all customer touch points and provides a roadmap of each customer's journey for increased customer satisfaction and improved revenue. The new visualization tool allows enterprise users to easily identify root causes of customer behavior -- without the need for data scientists -- in 25 percent of the time typically spent identifying similar trends across multiple departments.

"Executives can now see a true picture of the complete customer experience, from the contact center to the retail store," said Marco Pacelli, CEO of ClickFox. "With CEA 6.4, leadership across organizational silos can find correlations and trends across all customer journeys to align customer expectations with company goals and create optimal methods to handle every customer inquiry and interaction without the need for multiple analytics solutions."

Powered by the Version 6.4 CEA platform, ClickFox Pulse provides executives with customized business summary views that visually display customer experience activities and quickly identifies changes in key performance metrics across multiple channels (e.g., in the store, online or with the call center). Users can monitor and track the metrics that are most important to their role or business, troubleshoot problems and predict customer behaviors using Net Promoter Score integration. These insights empower organizations to make better business decisions with knowledge that would normally remain segmented in disparate departments including finance, marketing, product development, and customer service. Pulse easily identifies root causes and behavioral trends from customer journeys, enabling business managers across departments to leverage analytics for exceptional customer experiences.

Business Drivers for each view on the Pulse dashboard are accessible with a simple click through and are based on the following:

Percentage change in customers performing an activity -- Marketers, IT and leadership teams can identify unique customer behaviors, maximize their profitability or quickly resolve a common negative customer experience on the first interaction.
Volume of customers performing an activity -- The volume directly impacts the organization's resources needed to mitigate inbound customer inquiries as sales increase.
Financial impacts of the business driver -- Remedying negative experiences increases long-term revenue and decreases customer service spends.

Root cause paths are calculated by ClickFox Pulse and provide dynamic visualizations of all tasks and activities that customers interact with along their journeys. ClickFox Pulse allows organizations to uncover those customer journeys that are most likely driving the trend change.

Additional new features in CEA 6.4 include:

Faster data consumption -- the speed to realize business value from analytics is unmatched.
Ability to predict when customers may be heading down a negative or undesirable path.
Anomaly detection -- what unique attributes are common with the dominant customer experience paths (e.g., products/services, call centers or agent skill groups, geographic regions or tenure of customer).
Comparison of business outcome trends across two periods of time or between two customer segments within a single period of time.
Compare unique timelines of the customer experience enabling analysis of predictive customer behavior and identification of anomalies.

Availability

CEA Version 6.4 is now available to customers. For more information, visit www.clickfox.com.

First contact resolution a must for successful customer service

ClickFox News

Great customer service can boost key online metrics and is important to success in today's social climate. As consumer expectations rise, tolerance for poor service decreases. ClickFox's second annual Consumer Tipping Points survey reveals what customer service issues frustrate consumers the most, and how they respond to negative experiences.

Have you ever contacted a customer service center and been passed from pillar to post, repeating your situation over and over again to different people in different departments? Many have, and it is this experience that respondents to ClickFox's Consumer Tipping Points survey found the most frustrating.

Customer Loyalty Programs: Stats, Facts and Opinions

ClickFox News

For this last week in April, the final week of International Customer Loyalty Month, I want to share several more interesting statistics about customer loyalty. These statistics focus mostly on Business to Consumer types of businesses, and while the numbers may not apply to Business to Business, the concepts do. Read them with the idea of how the concepts apply to your industry and company.

Marketing tech needs Don Draper to be more Cool, not just Critical

ClickFox News

At Forrester's Customer Intelligence Forum in LA, they opened the conference with an interesting exercise -- Asking the audience to vote whether a well-known brand was "cool" or "critical." The results: IBM – critical, Facebook – cool, Pandora and Spotify – critical, Adobe – critical, Salesforce – critical, Pinterest – cool, Apple – cool AND critical

At the conference there were a amazing number of vendors exhibiting. Here is a tiny sampling of companies I managed to spend some time with, along with my quick assessment about whether they are cool or critical.

ClickFox -- AFAIK, ClickFox is still the only company that offers true cross-channel analytics, versus multi-channel. Hugely important in complex contact centers that want to optimize the customer experience. CRITICAL

ClickFox: Apple reigns in customer loyalty

ClickFox News

Survey: Brands consumers love (Apple, Coca-Cola, Amazon and Google) and what drives loyalty

ClickFox News

ClickFox, a firm that analyzes behavior for more than 400 million consumer accounts, has announced the company's findings from its brand loyalty survey. April is customer loyalty month, and ClickFox's survey results shed light on what companies and industries consumers are ClickFox just released results from a brand loyalty survey. It won't shock anyone that Apple was the top pick, followed by Coca Cola in the second spot. Amazon and Google tied for third. Other top brands included Starbucks, Target and Microsoft.

Apple Tops Brand Loyalty Survey

ClickFox News

What consumers value most in a product are quality and customer service. Companies that succeed in creating a brand based on excellent quality and outstanding customer service can charge more for their products, get away with occasional goofs, and depend on their customers to promote the company with the zeal of a convert.

ClickFox Survey Reveals Apple Reigns in Customer Loyalty

ClickFox Press Release

ATLANTA, April 11, 2012—ClickFox, the pioneering leader in experience analytics, today announced the company’s findings from its brand loyalty survey. April is customer loyalty month, and ClickFox’s survey results shed light on what companies and industries consumers are most loyal to, as well as key drivers of brand loyalty.

Twenty percent of respondents singled out Apple as the brand they can’t live without, with Coca-Cola, Google and Amazon also topping the list. Additionally, consumers indicated that they are most loyal to food and beverage companies (58 percent) and technology and gadget providers (51 percent). Conversely, respondents are least loyal to health and fitness companies (44 percent) and wireless providers (43 percent).

Quality and service drive loyalty

Consumers are presented with multiple choices daily when making purchases, deciding between name brands versus generic or reputation versus price. One theme resonated throughout the survey results: Quality and customer service are most important to gaining and retaining customer loyalty.

· Eighty-eight percent of respondents indicated that quality is a key factor in their decision to remain loyal to a brand; 72 percent identified customer service as a top priority.

· Eighty-seven percent of consumers indicated that they would tolerate more from certain companies or brands, such as paying more for a name brand. Respondents noted that a company’s commitment to quality (77 percent) and customer service (62 percent) would cause them to overlook or tolerate more from a company in other areas.

· Forty-eight percent of respondents said that the most critical time for a company to gain their loyalty was when they the make their first purchase or begin service.

“Customers are demanding quality products and top-notch customer service, and they’re willing to pay for it,” said Marco Pacelli, CEO of ClickFox. “Companies need to differentiate themselves by producing quality products and exceptional customer experiences – it is up to them to deliver on their promises by regularly evaluating customer satisfaction and making decisions in real time.”

Loyalty rewards are a missed opportunity

Fifty-four percent of respondents would consider increasing the amount of business they do with a company for a loyalty reward, and 46 percent said they already have. However, the majority of consumers (62 percent) don’t believe that the brands they’re most loyal to are doing enough to reward them.

Follow @ClickFox and #CustomerLoyalty on Twitter throughout April and sound off on what drives brand loyalty. Subscribe to the ClickFox YouTube channel, and check out the latest video, where consumers talk about what keeps them coming back.

About the survey
Between March 7 and March 19, 427 consumers participated in a 10-question survey to share insights into the companies they are most loyal to and what drives their behavior. The full survey report is available for download at http://web.clickfox.com/2012SurveyResults-BrandLoyalty.html and an infographic can be viewed at http://www.clickfox.com/insights/consumer-surveys/brand-loyalty-survey/.

ATLANTA, — ClickFox, the pioneering leader in experience analytics, today announced that CEO Marco Pacelli will present big data insights during a FierceFinance webinar entitled “The Coming Big Data Convergence in Financial Services” on Feb. 16.

“The sheer volume of transactions, interactions and account data makes it increasingly difficult for banks to get timely insights into trends impacting business issues,” said Pacelli. “At ClickFox, we’re enabling financial services organizations to bring order to the complex maze of data that’s been collected for years, and assembling disparate pieces of transactions and interactions to draw a complete intuitive picture.”

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

What: Big data is poised to reshape financial services. The march of progress on Wall Street, all the way from the founding of New York Stock Exchange to the present, is driven by information. Today, success at just about every level is determined by how well and how fast a company can capture, use and reuse its data. The sheer volume of information at many companies is outgrowing traditional bases and analytic techniques. Those who do not adapt will find themselves at a disadvantage in trading, customer acquisition, business intelligence, marketing, governance, risk, compliance and morATLANTA, — ClickFox, the pioneering leader in experience analytics, today announced that CEO Marco Pacelli will present big data insights during a FierceFinance webinar entitled “The Coming Big Data Convergence in Financial Services” on Feb. 16.

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

The biggest obstacle to embracing big data? You.

ClickFox News

The technological hurdles to embracing big data are well known at this point — McKinsey & Co. predicted a shortage of nearly 200,000 skilled data analysts by 2018 — but an even bigger obstacle to achieving analytics nirvana might be overcoming a strong anti-data corporate culture. It’s easy to grasp the value of adopting big data techniques, but the changes required to listen to the data and, possibly, to transform a company’s business model take a little more work.

Sprint Uses ClickFox Analytics for Customer Satisfaction Assurance

ClickFox News

Research firm Gartner released an interesting case study that covers Sprint’s use of analytics to keep its customers happy. What the carrier calls the ‘holistic voice of the customer program,’ or VoC for short, is running on ClickFox‘s famed BI software. The big data solutions maker’s portfolio focuses on measuring customer behavior, and providing insight from that via a more comprehensive view of things. That encompasses aspects from social media reactions to the reasons behind calls made to a customer support department.

How Big Data Will Roil the Business World

ClickFox News

Most businesses are little more than collections of fiefdoms presided over by one C-level executive or another. The fiefdoms these executives preside over are usually tied to some central function, such as marketing, finance or manufacturing. But within each fiefdom are any number of principalities presided over by someone who is in charge of a specific function. The one thing that all these fiefdoms and principalities have in common is that they tend to husband data, because, after all, information is power.

Big Data: the Perils, the Promises and a Couple Use Cases

ClickFox News

There are many use cases for Big Data that have nothing to do with getting people to click on ads. Clickfox, for example, has used Big Data and analytics to provide a major telecommunications company with the insight necessary to effectively assist its customers over the web Vs. needing to dial a toll free number because their internet-based “help yourself” service was so ineffective.

6 Questions on Customer Centricity with ClickFox

ClickFox News

Joe Galvin, CMO, is interviewed about Customer Centricity as a part of a series with B/OSS Publisher Danica Cullins around pertinent industry matters, called "6 Questions." Invited responses to six uniform questions will be published regularly on the B/OSS website.

And the Oscar goes to… The IBM Big Data Ecosystem of Business Partners!

ClickFox News

CLICKFOX- Combined with IBM’s Big Data Platform, ClickFox’s cross-channel analytic engine will analyze structured and unstructured data from warehouses to build a visual mapping of product and customer experiences across the enterprise. The experience analytics solution will yield powerful insight into consumer behavior, channel conflict, marketing and sales effectiveness, retention strategies and the impact of product and service issues on customers.

By revealing hidden bottom-line connections between products, touch points, consumers and business outcomes, organizations can reduce costs, increase satisfaction and loyalty and drive revenue and competitive advantage. Organizations benefit from a multi-dimensional view of their business from several lenses, including: employee, customer, product, service, company and influence, and can focus analysis on the most critical areas.

ClickFox CEO to Present on FierceFinance Big Data Webinar

ClickFox Press Release

ATLANTA, — ClickFox, the pioneering leader in experience analytics, today announced that CEO Marco Pacelli will present big data insights during a FierceFinance webinar entitled “The Coming Big Data Convergence in Financial Services” on Feb. 16.

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

Register for free at: http://www.fiercefinance.com/offer/kofaxfinance?source=clickfox

What: Big data is poised to reshape financial services. The march of progress on Wall Street, all the way from the founding of New York Stock Exchange to the present, is driven by information. Today, success at just about every level is determined by how well and how fast a company can capture, use and reuse its data. The sheer volume of information at many companies is outgrowing traditional bases and analytic techniques. Those who do not adapt will find themselves at a disadvantage in trading, customer acquisition, business intelligence, marketing, governance, risk, compliance and more.

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

Contact center analytics looks a lot like Big Data

ClickFox News

As enterprises seek to make more sense of complex customer interactions they come to recognize the limits of their siloed legacy data capture systems, and many are turning to new analytics systems that have similarities to IT-based Big Data tools. Some of the concepts behind Big Data have started to leak into the product marketing and messaging of contact center analytics vendors, and some of those contact center analytics vendors have in turn been acquired by traditional telephony vendors looking to solve the siloed data problem. Contact centers are ripe for this kind of effort: they sit at the nexus of multiple data streams but have been slow to make effective use of most of them. Decision-makers who want to position their contact centers as strategic and profit-centric (rather than merely operational and cost-centric) should pay close attention to the changes in how their own IT departments are managing other large corporate data sets.

Will Your Customers Churn After One Bad Service Experience?

ClickFox News

Ah, the dreaded call to customer service. No matter the success of a service interaction in retrospect, most people have had enough poor service experiences that they try to avoid future contact at all costs. Unfortunately, as many companies work to improve their customer support services, horrible past experiences make the service professionals' bad reputation a hard one to overcome

ClickFox stats highlighted in America Gas Magazine "Facts on Gas"

ClickFox News

The America Gas Magazine Feb. 2012 issue published with the ClickFox mobile app stat highlighted in their “Facts on Gas” section. You can see the image below or the full page attached.

The Evolution of Mobile Business Intelligence

ClickFox News

Evolution is a funny thing. Throughout time, plants, animals, people, civilizations and technologies have developed, changed, disappeared and reinvented themselves – reborn in different, more applicable guises. Portable computing power, mobile technologies and indeed Mobile Business Intelligence (BI) are inescapably – by virtue of their very existence – part of that evolutionary cycle.

ClickFox Survey Reveals Telecommunication and Wireless Companies Now Surpass Cable to Ignite Most Customer Frustration

ClickFox Press Release

ATLANTA, Jan. 31, 2011—ClickFox, the pioneering leader in experience analytics, today announced the company’s findings from its second annual Consumer Tipping Points survey. The results highlight what customer service issues frustrated consumers most in 2011 and how they responded to negative experiences.

Twenty-seven percent of respondents indicated they are most frustrated by interactions with telecommunication and wireless companies, followed by cable companies at 20 percent. This is a shift from 2010, where consumers indicated they were most frustrated by interactions with cable companies (25 percent), followed by telecommunication companies (10 percent).

Consumers value efficiency

Even as consumers are presented with new options for interacting with companies, such as social media or mobile applications, the basic tenets of customer service  efficiency, effort and courtesy  remain essential.

• Forty-two percent of consumers are most frustrated when they have to speak with multiple customer service representatives and start over every time.

• Ten percent are most frustrated by being kept on hold for long periods of time, dealing with rude or inexperienced representatives or service technicians (9 percent) and not getting what they need on the first try (7 percent).

Unhappy customers have a ripple effect on organizations

Sixty-eight percent of respondents would tell family and friends about a negative customer service experience or post comments via social media, while only 27 percent will tell the company directly through a satisfaction survey, demonstrating that companies aren’t getting a true picture of dissatisfaction. This word of mouth can infect a business; more than 60 percent of consumers are influenced or very influenced by other consumers’ comments about companies, according to ClickFox’s 2011 Social Media for Customer Service Survey.

Poor customer service directly impacts the bottom line

Thirty-five percent of consumers would cease doing business with a company after a poor customer service experience. Even more concerning, more than 80 percent of customers who reached their breaking point after a bad customer service experience indicated that they were established customers. Conversely, exceptional customer service drives greater revenue; 15 percent of consumers said they would purchase additional products and services when they receive exceptional service.

“It’s imperative for companies to listen to their customers and take action to improve the overall customer experience,” said Marco Pacelli, CEO of ClickFox. “Highly saturated, commoditized industries such as telecommunications need to shift their focus from acquiring new customers and fight to keep the ones they have.”

About the survey

Between Nov. 22 and Dec. 15, 443 consumers participated in a 10-question survey to provide insight into trends about customer service frustrations and consumer reactions. The full survey report is available for download at http://web.clickfox.com/2011SurveyResults-CustomerTippingPoint.html.

T-Mobile's Former CIO on How Big Data is Reshaping the C-Suite

ClickFox News

In this series of articles about Big Data in the C-suite, I will explore how the availability of Big Data, along with new methods of Data Science for exploring it, are changing long-accepted management paradigms, and provoking organizational change.

Part of my inspiration for this series comes from the idea of High-Resolution Management, a concept created by Swiss professors Elgar Fleisch and Christian Flockmeier. The opening salvo of this thesis is that old management paradigms were based on information scarcity. We are now in a transition from an age of information scarcity to an age of information abundance. But our management paradigms have not changed as much as they could. The media is abuzz about business intelligence (BI), data science, and advanced analytics, all of which reflect attempts to use more information.

Curing the Big Data Fetish

ClickFox News

The idea that big data is going to change business is gradually taking hold in the ranks of senior management, and budget dollars are starting to flow. But there is a massive mismatch between how money is being spent and the support needed for activities that will create business value from data.

The problem is an enduring fetish to store big data without making plans for how it will be used. Sometimes, this takes the form of massive Storage Area Networks that are used to stockpile new forms of raw data. In other cases the fetish is realized in a huge expansion of a data warehouse that is ill-suited to handle the multi-structured form of most new big data sets. One popular way to express lust for big data for its own sake is to create a gargantuan Hadoop cluster.

Service at Your Fingertips

ClickFox News

As an increasing number of consumers interact with apps, companies must treat their apps as important contact channels and optimize the app service experience.

More than ever, consumers are interacting with companies via mobile apps. In fact, in a recent study from ClickFox, nearly 73 percent of respondents said they've used a mobile app to make a purchase.

Survey Findings: Mobile Apps for Customer Service

ClickFox News

The explosion of mobile apps has created a huge demand from smartphone users and given organizations a fresh new revenue stream as they inform, engage, market and sell to tech-savvy consumers. Mobile apps provide a unique platform for companies to build their brands, improve customer and increase competitive advantage, but they also can serve as another customer service touch point like the web or contact center, empowering customers with convenient, on-the-go self-service features.

Marco Pacelli of ClickFox: Research Interview

ClickFox News

In this recap of a research interview, Marco Pacelli, CEO of ClickFox, along with Tom Wheeler, SVP of Research and Development, and Joe Galvin, CMO, explain the present and future of analytical apps.

One of the ways that companies are going to get value out of the deluge of big data is by buying general purpose tools to manipulate big data and perform various types of analysis. Hadoop vendors (Cloudera, MapR, Horton Works), Splunk, 1010data, Teradata Aster, EMC Greenplum, Revolution Analytics and a host of others fall into this category. Another way to put big data to work is buy an analytical applications like ClickFox, MetaMarkets, and a few others that are aimed at gaining value out of a specific type of big data that holds significant promise.

Pay Heed To The 'Age Of The Customer'

ClickFox News

Concepts like engagement, customer experience, and brand advocacy are all quite familiar to digital marketers. But during the course of a recent, 60-minute microconference, "The New Experience Economy," 20 speakers fit these topics into a framework that provides a new way to see how they work together.

Customer experience management speak: The facts are in the fluff

ClickFox News

A recent webinar entitled The New Experience Economy, presented 20 industry experts offering insights on what companies need to do get their customer experience management programs in shape.

The webinar, produced by ThoughtLead and sponsored by ClickFox , a maker of customer data analytics software, had the curious effect of over-stimulating my brain and making me want to take a nap at the same time. The sheer volume of information put me on high-alert, but some of the content was so fuzzy and warm that I could have nodded off in the comfort of such phrases as “creating a memory” and “self-actualized customers.”

A recent webinar entitled The New Experience Economy, presented 20 industry experts offering insights on what companies need to do get their customer experience management programs in shape.

Getting More Customer Love With Analytics

ClickFox News

Your customer’s experiences with your brand are like footprints in the sand. As fast as they are made, they are quickly washed away. As a result, you are left with very little information to understand why your customers are happy or upset. A new discipline of marketing analytics is available that records what customer experiences lead to increased satisfaction, loyalty, higher campaign response rates, and improved sales. The core of this new practice is to develop a system that tracks customer experience everywhere your customer reaches out to you.

ClickFox Continues to Expand Dominance in Utility Industry with Addition of Leading Canadian Energy Provider

ClickFox Press Release

Canadian energy company will leverage customer experience analytics for customer service transformation.

ATLANTA, GA - November 11, 2010 -- ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced a multi-year contract with a leading energy company to address one of the primary strategic goals of the organization: optimizing the customer experience across touch points to constantly meet and exceed customers' expectations.

The organization which serves millions of residential, commercial, and industrial customers will leverage CEA to analyze the end-to-end customer experience through each communication channel to gain a deep understanding of key customer behaviors, preferences and trends not possible with traditional analytics. This leading energy provider is already analyzing customer segmentation and behavior across their web site, IVR platform and contact center agent interactions to identify opportunities to improve self-service success, first contact resolution and customer satisfaction. With access to this never-before-possible cross-channel insight, they will utilize CEA as their "compass" for understanding and impacting the complete customer experience.

Future areas of analysis will focus on customer behavior related to outbound marketing campaign effectiveness and adoption and usage of more cost-efficient, green-friendly service initiatives like paperless billing programs.

With the addition of this customer, ClickFox is expanding its footprint in the energy/utility industry with an established roster of leading Fortune 500 energy companies as well as several leading regional energy providers leveraging Customer Experience Analytics (CEA) on a daily basis to monitor key customer behavior trends and patterns for nearly 20 million utility consumers in North America.

"Utility enterprises are really emerging as innovators in customer experience transformation because they recognize the impact of today's multi-channel service challenges, and they are already seeing the power of analyzing the complete customer experience, not just parts of it," said Marco Pacelli chief executive officer of ClickFox. "Our deep industry expertise allows us to focus on the areas we've identified as being the most critical to utility consumers and having the most impact to utility businesses for collective savings that exceed over $50M in the last 2 years alone."

ClickFox's customer base also includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed monthly, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

Infographic: Mobile Apps and Customer Engagement

ClickFox News

ClickFox has put together an infographic on the effectiveness of mobile apps for customer engagement. If you're deciding whether your business need a mobile app, you might want to take a look at this as additional data. If you're in dining, maybe not. If you're in mobile banking, and looking at an iOS app, maybe so.

Customer Experience Virtual Conference to Showcase 20 Thought Leaders Revealing Fundamental Transformations, Disruptive Ideas Over Coming Decade

ClickFox Press Release

November 10 Live Broadcast: The New Experience Economy, Featuring Insights from Adobe, IBM, Best Buy, Forrester Research and more

ATLANTA, Nov. 8, 2011 – The New Experience Economy virtual conference will unveil exclusive videos from 20 thought leaders, along with a new model for understanding customer experience, on Thursday, Nov. 10 from 1-2 p.m. EST. This free event will feature speakers from organizations including IBM, Adobe, Sprint, Best Buy, and Forrester, as well as New York Times best-selling author Joe Pine, who originally coined the term “the experience economy.”

The event, which is sponsored by ClickFox, the leader in a new breed of customer experience analytics, will explore the major shifts that have occurred since Pine and his co-author, Jim Gilmore, originally published The Experience Economy.

Speakers will examine trends changing the face of today’s experience economy, ranging from Big Data Analytics and context-accumulating technology to social media customer service and community-driven product research, development, and innovation. Presenters include:

B. Joseph Pine II, author, “The Experience Economy” and “Infinite Possibility”
Brian Solis, author, “The End of Business As Usual”
Kerry Bodine, Vice President, Principal Analyst, Forrester
Chip Conley, Founder, Joie de Vivre
Jeanne Bliss, author, “I Love You More Than My Dog”
Jeff Jonas, Chief Scientist of IBM Entity Analytics Group
Kevin Cochrane, VP of Enterprise Marketing, Customer Experience, Adobe
Lance Williams, Director of Customer Management, Sprint
Marco Pacelli, CEO, ClickFox
Peter Merholz, Founder, Adaptive Path
Stefan Tornquist, VP of Research (US), Econsultancy
Steve Rubel, EVP Global Strategy and Insights, Edelman

Tom Huston, Digital Editor at ThoughtLead, the think tank and marketing agency producing the conference, will help explain these shifts through a new model he calls “The Integral Customer Experience,” or ICX. The model aims to make deeper sense of the radically changing and evolving nature of customer experience in an increasingly complex economy.

Brian Solis, author of The End of Business As Usual, underscores the fact that customer experience is currently undergoing fundamental changes—and will continue to in the years to come. “The future of your business, your brand, is not created in a top-down, one-to-many monologue style,” he says. “This is the age of the connected customer. This is the age of servicing an audience with an audience of audiences. In fact, these individuals are more connected than even the most traditional media.”

Click here to register now for free. Participants can submit comments and questions via Twitter by using the hashtag #newexp their tweets, which may be answered as part of a live Q&A with ClickFox CEO, Marco Pacelli, and Econsultancy VP of Research (US), Stefan Tornquist, at the end. Those who register but are unable to participate in the live event will still receive access to the video replay, MP3 recording, and PDF transcript.

ClickFox Helps Guide Evolution of Customer Experience

ClickFox News

ClickFox is helping to create and maintain an overall positive customer experience by joining the Customer Experience Professionals Association (CXPA). ClickFox specializes in a new breed of experience analytics and CXPA creates a better understanding of the customer experience discipline by supporting the professional development of its members.

The organization advances the field by providing research and education, establishing standards, offering networking and career opportunities and promoting the industry.

Marketing’s Role In The Customer Experience Ecosystem

ClickFox News

I recently sat down with Rob Strickland, president of Strickland Consulting and former CIO of T-Mobile USA, to get his thoughts on how organizations can and should be using marketing to help drive customer satisfaction and engagement.

ClickFox Joins Customer Experience Professionals Association As Corporate Member

ClickFox Press Release

Global Trade Group Formed By Industry Experts Bruce Temkin and Jeanne Bliss Provides Members With Extensive Research, Education, and Networking Opportunities

Atlanta, GA – October 17, 2011 – ClickFox, the defining leader in a new breed of experience analytics, announced today that it has joined the Customer Experience Professionals Association (CXPA), a global industry trade group whose members are responsible for creating and maintaining an overall positive customer experience – a vital objective for any organization that offers products or services for sale.

The CXPA supports the professional development of its members and advances the field by providing research and education, establishing standards, offering networking and career opportunities, promoting the industry, and creating a better understanding of the customer experience discipline.

As a reflection of its recognition of the importance of customer experience management, ClickFox has joined the CXPA as a Corporate Member of the growing association.

“ClickFox has been a pioneer in the field of customer experience by recognizing the critical importance of focusing on the complete journeys of consumers across a growing multitude of interaction channels,” said Marco Pacelli, CEO of ClickFox. “Analyzing customer behavior for over 400 million consumer accounts nationwide across retail stores, web sites, contact centers, email, chat, mobile applications and social media has given us powerful insight into the most critical issues impacting satisfaction, retention and profitability in today's enterprise. The CXPA will provide us with the opportunity to be part of a unified, informed, and collective voice to help guide the evolution of customer experience.”

Governed by a Board of Directors drawn from its membership, the CXPA is led by Bruce Temkin, co-founder and chair, and Jeanne Bliss, co-founder and vice chair – pioneers in the customer experience field who have a deep understanding of the roots of this burgeoning industry and a keen shared vision of its future.

“We greatly appreciate the commitment that ClickFox is making to the Customer Experience Professionals Association as demonstrated by being a Corporate Member,” said Temkin. “We are pleased to welcome ClickFox to the CXPA, and look forward to closely working together to help create a vibrant future for customer experience management.”

A former Forrester Research analyst for 12 years, Temkin is the managing partner of the Temkin Group, and is widely viewed as one of the leading experts in how large organizations can build differentiation with customer experience.

Bliss spent 25 years as the chief customer officer inside five large U.S. market leaders. Now, as president of CustomerBliss, she coaches executives and their teams on how to drive cultural and operational customer experience transformation. She is also the author of two best-selling books on the subject.

The CXPA offers membership in two categories: Individual and Corporate. Individual Membership is for customer experience professionals in the field. Corporate Membership is open to companies, government agencies, non-profits, educational institutions, tool providers, and others offering goods and services related to the field of customer experience, and includes an unlimited number of Individual Memberships to employees.

Big-Data Success Stories: ClickFox

ClickFox News

Companies blame bad service in their call centers for lost business, but that’s not the problem, says ClickFox Chief Executive Marco Pacelli: “If the call already got to the agent, it’s too late.”

ClickFox, whose software helps companies understand how customers interact with their businesses, was founded back in 2000 as a Web analytics company using technology from Georgia Tech. Since then, ClickFox expanded its scope well beyond the Web and expects to finish the year with sales at or above $35 million. Next year, it sees revenue growing to between $60 million and $70 million for its subscription service

Fine-tuning the Data Warehouse

ClickFox News

Hardly anyone these days disputes the need for data warehousing as a means to preserve institutional knowledge. Big Data, however, begets Big Data management headaches, so the quality of your warehouse management and analytics software often spells the difference between a highly valuable repository and a data dumping ground.

Combination of Industry-Leading Data and Analytics Solutions Drive Greater Business ValueCombination of Industry-Leading Data and Analytics Solutions Drive Greater Business Value

ClickFox and Teradata Partnership Offers New Platform for Turning Big Data into Actionable Customer Experience Insights

ClickFox Press Release

ATLANTA – September 29, 2011 – ClickFox, the defining leader in a new breed of experience analytics, today announced a technology partnership with Teradata Corporation (NYSE: TDC), the world’s leading analytic data solutions company focused on Integrated Data Warehousing, Big Data Analytics, and Business Applications. The complementary technologies of ClickFox customer experience analytics and Teradata analytic data solutions will enable more users across the enterprise to benefit from near real-time intelligent data and sophisticated insights.

The partnership will focus on the expansion of both traditional customer data from call centers and interactive voice response (IVR) systems and new data sources like social media, mobile applications, and e-commerce; areas that have become critical to understanding consumer behavior and perceptions. ClickFox’s unique ability to leverage data from any source, structured or unstructured, for customer interactions across channels to existing BI and analytics application insights, offers businesses a powerful enterprise-wide view of critical trends, correlations and outcomes.

Marco Pacelli, chief executive officer of ClickFox, stated, “Teradata recognizes the tremendous value of providing cross-channel customer and product experience analysis of data to its customers. Now Teradata customers will gain an even greater competitive edge with our next-generation analytics platform that will allow them to improve loyalty, raise revenue, cut costs, enhance reputation, drive business strategy and predict future needs – all with breakthrough speed and scalability.”

ClickFox will be a sponsor at the 2011 Teradata PARTNERS User Group Conference & Expo, in San Diego, CA from October 2-6. Stop by Booth 231 in the Expo Hall to learn more about the power behind ClickFox and Teradata’s advanced data analytics solutions.

ClickFox and Teradata Partnership Offers New Platform for Turning Big Data Into Actionable Customer Experience Insights

ClickFox News

Combination of Industry-Leading Data and Analytics Solutions Drive Greater Business Value

Combination of Industry-Leading Data and Analytics Solutions Drive Greater Business ValueCombination of Industry-Leading Data and Analytics Solutions Drive Greater Business Value

5 Businesses That Will Live (Or Die) By Social Media

ClickFox News

If you work in the retail business, you probably already know how important social media is to your company. But a new survey suggests several other industries are at a tipping point between interacting with their customers online and offline.

The study, conducted by the customer experience analytics company ClickFox, found five industry groups in which people havesought customer service in high numbers, which I define as more than 30 percent.

“What is Customer Satisfaction—Really?”

ClickFox News

High customer satisfaction translates to customer loyalty, and loyalty is one of the biggest drivers of corporate growth. Let’s face it – customer satisfaction is at an all-time low in our country. So, what exactly is going on?

Is Social Media Just Another Customer Service Interaction Silo?

ClickFox News

Social media is all the rage lately with new solutions, companies and “gurus” popping up everywhere. There’s no denying that social media has revolutionized the way companies listen to and engage with their customers, but there is also no consensus about its true impact and ROI. Many have claimed social media will eventually boil down to just another method for marketers to shove their agenda down consumers’ throats. Some say it’s the only way companies will do business in the future. So where’s the truth? Well, somewhere in the middle, of course.

Social Media and Service Integration Spells Support Savings

ClickFox News

A recent study highlights the cost of customer support and how social media can ease service spending. Customers can be your company's greatest advocate or biggest critic. Increasingly, they're taking their opinions online, unleashing waves of praise or discontent throughout the social sphere, causing immediate ripples of positive or negative press. Many of these customers are expecting companies to respond

Another Reason To Go iPhone: It's Cheaper to Support

ClickFox News

Users already seem to have decided that the iPhone is the way to go when it comes to smartphones, but IT isn't always so convinced. Here's something that might help IT skeptics relax: iPhones require less support than Androids and BlackBerrys. So says ClickFox, a firm that analyzes customer experience data to identify problems. ClickFox analyzed the support calls related to smartphones received by the North American carriers, and after factoring out the questions related to billing and carriers' various plans, it found a startling pattern: iPhones cost less to support than Android devices and BlackBerrys.

Applying Data Analytics to Customer Experience and Service on Social Media

ClickFox News

Recently we interviewed Amir Dekel, Director of Marketing and Communications for ClickFox, a provider of "customer experience analytics." In results just released concerning a survey they'd administered to a broad group of client customers and employees, they discovered perceptions of social media as a customer service channel. The social media-centered part of our interview is available on our sister site, Social Media Today.

ClickFox Says Android and RIM Carry Extra Support Costs [Infographic]

ClickFox News

According to ClickFox, a customer experience analytics company, Android and Blackberry phones require a lot more handholding by wireless companies than iPhones. Based on an analysis of more than 250 million wireless subscribers in the U.S., the costs are about $4 more per subscriber annually.

Survey Results: Perceptions of Customer Service Delivered Through Social Media

ClickFox News

ClickFox describes its offering as "customer experience analytics." Recently, in cooperation with the Edelman public relations firm, they conducted a survey across businesses and customers on perceptions of customer service delivered through the use of social media. The results are interesting, which led us to request an interview with a ClickFox representative who would answer questions about the deeper implications of the results.

Sprint’s Knowledge Advantage

ClickFox News

"We use ClickFox to understand how our customers do business with Sprint. This increased visibility allows us to identify IVR usability, call routing, and process improvement opportunities. We use the information to address different types of customer inquiries to optimize the experience across [customer] care, the Web, and retail channels to make it easier for our customers to do business with us."

30 Second MBA: What Do You Wish You Knew Before You Started Your Company?

ClickFox News

Marco Pacelli, CEO of ClickFox, answers this business question at 30SecondMBA.com.

ClickFox Research – What is the root cause of detractor formation?

ClickFox News

The folks over at ClickFox have been doing some interesting customer experience industry research of late. The most interesting I have been exploring is their “Customer Tipping Survey”.

Yes, Customers Are Willing to Use Social Media for Customer Service [Infographic]

ClickFox News

One of the issues facing social business and social CRM strategies is the issue of whether customers want to use social media as means for getting customer support. As of now, the phone is still the most common way to provide support. But would customers be willing to engage in other ways? An infographic from customer experience analytics firm ClickFox organizes research on the subject and finds that two in three customers would be willing to use social media for customer service if they understood the tools better. The infographic also breaks down the cost per interaction of various types of engagement, and finds website visits to be the cheapest by far.

Special Focus: Improving Productivity Via Simplified Self-Service Authentication

ClickFox News

IVR and web self-service systems have long been excellent contact center productivity-enhancing tools by handling calls that would have been answered or made by live agents at a fraction of the interaction costs. They can boost customer satisfaction by providing queueless responses. And one of the most important factors in enabling self-service functionality is authenticating customers when they use them; it is also key in providing effective customer service. Unfortunately, effective authentication has been too often overlooked, reports a new ClickFox (News - Alert) (www.clickfox.com) study, “The Impact of Authentication on Customer Experience and Operational Costs”, prompting customers to reach out to live agents.

QBE FIRST Partners with ClickFox to Enhance Customer Experience

ClickFox Press Release

ATLANTA, GA – July 11, 2011 -- ClickFox, the emerging leader in a new breed of customer experience analytics (CEA) software and solutions, today announced a strategic partnership with QBE FIRST, a member company of the QBE Insurance Group, delivering specialty insurance and technology-enabled solutions to the mortgage, housing and financial services industries. As a result of the agreement, QBE FIRST will leverage ClickFox’s industry-leading analytics solution to get a clear, cohesive view of its customers’ experiences across many touch points.

“At QBE FIRST, we pride ourselves on leveraging technology to improve the quality of our customer interactions,” said Carla LaMorta, CIO for QBE FIRST. “We use many technologies to make working with us convenient for customers (such as interactive Web sites, e-mail, and phone calls, and electronic faxes). This makes it challenging for us to get a holistic view of the opportunities we have to further enhance the customers’ experience. The information ClickFox will provide us will help us increase both the responsiveness and effectiveness of the services we provide our customers. This is a crucial part of our strategic emphasis on operational excellence and exceptional customer experience.”

“Based on our years of experience with the top insurance organizations in North America, we have established unrivaled domain expertise that ensures all insurance providers can quickly and effortlessly see high impact from experience analytics,” said Marco Pacelli chief executive officer (CEO) of ClickFox. “By unlocking highly valuable data – both structured and unstructured - CEA delivers a 360-degree view of customer and product experiences on a daily basis. Within weeks this insight transforms how the organization reacts to customer and business needs, resulting in significant cost savings and bottom-line returns.”

ClickFox’s customer base includes leading Fortune 500 organizations across the wireless, financial services, telecom, cable, utility and insurance industries. Analyzing behavior for over 400 million consumer accounts across every channel available to consumers today, ClickFox is helping its customers improve loyalty, raise revenue, cut costs, enhance their reputations, drive business strategy and improve prediction of future needs – all with breakthrough speed and scalability, and with rapid deployment.

4 Ways to Connect the Customer Service Dots

ClickFox News

Consumer expectations are at an all-time high, continuing to mandate how shoppers want to be serviced and treated. The question is, how do consumers react when companies fall short in delivering the expected level of customer experience?

Build More Intuitive Self-Service

ClickFox News

Organizations across industries continue to encourage and deliver more self-service options via websites, kiosks, and automated phone systems in order to cut live-support costs and give consumers more control over their experiences. However, many are failing to design systems and processes with the customer in mind. That translates to increased operations costs and customer frustration and dissatisfaction.

ClickFox Adds Advisory Board, Pushes Innovations in Big Data BI

ClickFox News

Big data analytics is drawing a lot of attention, both from the direction of businesses looking to monetize their data, and solutions providers working around developing increasingly sophisticated and comprehensive offerings. ClickFox, a maker of customer experience analytics software, is one of those solutions providers, offering its behavioral analysis engine to analyze “all customer interactions.” The company today announced that it has formed an Advisory Board that includes execs from several high profile companies: Rob Strickland, former chief information officer of T-Mobile, president of Strickland Consulting and founding member of the ClickFox advisory board, Jeffrey Papows, PhD, president and chief executive officer of Weblayers, Inc., Rob Davis, founder of VIA Partners, LLC, Stan McKee, former chief financial officer of Electronic Arts Inc.

ClickFox Announces Formation of Advisory Board

ClickFox Press Release

ClickFox, the emerging leader in a new breed of customer experience analytics (CEA) software and solutions, today announced the creation of its advisory board with experts from Electronic Arts Inc ., T-Mobile, Weblayers and VIA Partners. These four business and technology leaders will provide strategic insight and counsel to support ClickFox's rapid growth in defining how companies map the complex maze of customer experience journeys formed by interactions at every touch point.

The distinguished executives bring ClickFox a wealth of technology, market and operational insights from industries highly relevant to ClickFox. The advisors include:

Rob Strickland, former chief information officer of T-Mobile, president of Strickland Consulting and founding member of the ClickFox advisory board
Jeffrey Papows, PhD: president and chief executive officer of Weblayers, Inc.
Rob Davis, founder of VIA Partners, LLC
Stan McKee, former chief financial officer of Electronic Arts Inc.

For full bios of each advisory board member, please visit: http://www.clickfox.com/about-us/advisory-board

"We assembled a team of innovative thought leaders who recognize the singular potential of ClickFox to enable true cross-channel customer experience analysis," said Marco Pacelli, chief executive officer of ClickFox. "Their wealth of knowledge and skills will help us drive the growth of the next generation of experience analytics."

Rob Strickland, president of Strickland Consulting, added, "ClickFox is doing something truly unique in the analytics marketplace - enabling enterprises to view experience from the customer's point of view - across all channels and interactions. This represents a new and innovative model that gets to the heart of the most critical issues impacting customer satisfaction, retention and revenue for significant bottom-line results. I share their vision for delivering complete understanding and insight into today's consumers."

ClickFox's customer base includes leading Fortune 500 organizations across the wireless, financial services, telecom, cable, utility and insurance industries. Analyzing behavior for over 400 million consumer accounts across every channel available to consumers today, ClickFox is helping its customers improve loyalty, raise revenue, cut costs, enhance their reputations, drive business strategy and improve prediction of future needs - all with breakthrough speed and scalability, and with rapid deployment.

What Makes Your Blood Boil?

ClickFox News

Has a customer service experience ever made you want to scream? You’re not alone. As consumers, we have high expectations for the companies we invest our money in. And when they fail on service, send us through migraine-inducing communications loops and waste our time, we’re frustrated and disappointed and we want to take action.

ClickFox Leads Customer Experience Analytics Market, Grows Sales Team

ClickFox News

In an effort to address the growing need for better customer intelligence tools to improve service and streamline business among Fortune 500 customers, Clickfox, a leader in customer experience analytics (CEA) software and solutions, proudly announced the foundation of a top sales talent from software giants Oracle, SAP, IBM, Salesforce.com and couple of others.

ClickFox Triples Sales Team to Address Emerging Experience Analytics Market

ClickFox Press Release

ClickFox, the emerging leader in a new breed of customer experience analytics (CEA) software and solutions, today announced that it has created a team of top sales talent from software giants Oracle, SAP, IBM, Salesforce.com and others to address the growing need among the Fortune 500 for better customer intelligence tools to improve service and streamline business.

The new hires, attracted to the ClickFox solution and market opportunity over the past six months, comprise a powerful direct sales team to help clients analyze and solve the growing challenges in an increasingly complex customer experience environment. Unlike business intelligence tools, ClickFox links disjointed, cross-channel data to fully understand and analyze customer behavior in a holistic view.

"Most big companies unfortunately are observing their customers through ‘business intelligence' or analytics silos -- web experience, store experience, phone calls, etc, all separately. But their customers buy, rate, and leave based on the collection of their experiences across all those channels combined," said Sefton Cohen, VP of worldwide sales at ClickFox. "The limited view leads managers to flawed decisions, wasted investments and worst of all, unhappy customers. ClickFox is changing all that by providing something unprecedented -- a full 360 degree view, along with ‘instant playback,' so managers can quickly see every single factor in a customer experience with their company."

According to the 2009 IBM Business Analytics and Optimization for the Intelligent Enterprise Study, one in three business leaders frequently make decisions without the information they need. Half don't have access to the information they need to do their jobs. Additional studies echo the need for experience analytics:

By 2018 there will be a shortage of 140-190K deep analytics positions and 1.5 million managers and analysts to handle all the data we are generating - McKinsey Global Institute, "Big data: The next frontier for innovation, competition, and productivity," May 2011
Companies that excel at finance efficiency and have more mature business analytics and optimization outperform their peers, with 49 percent higher revenue growth, 20 times more profit growth and 30 percent higher return on invested capital - IBM's "Bringing Smarter Computing to Big Data"

ClickFox software today is analyzing an estimated billion interactions a month for 400 million customer accounts. ClickFox clients are improving loyalty, raising revenue, cutting costs, enhancing their reputations, driving business strategy, and better predicting future needs - all with breakthrough speed and scalability, and with rapid deployment.

Working with ClickFox, Fortune 500 leaders collectively have added more than $1 billion to their bottom lines across the financial services, telecom, cable, utility, and insurance industries.

Failed Phone Authentication Costs Companies Money: Clickfox Report

ClickFox News

Analytics company ClickFox released its latest Customer Experience Analytics Insights report, which focuses on customer service phone systems. It turns out that 10 percent of all customers are transferred to an agent due a failed authentication attempt by the system. Assuming that each such call would cost a company $5, the firm reckons that closing that 10 percent gap would save organizations an average of more than $13 million per year.

ClickFox Reveals Customer Identification Pitfalls During Self-Service

ClickFox News

ClickFox today released its latest Customer Experience Analytics Insights report, revealing that 10 percent of all customers who call into an automated phone system will be transferred to an agent because of a failed authentication attempt. Assuming a cost of $5 per call, closing this gap could save companies more than $13 million per year, the research suggested.

The ClickFox Experience, From Funding to New Apps

ClickFox News

ClickFox, the customer experience analytics company, has had quite a year so far, with a fresh round of funding, among other things. The $18 million in funding was received as a part of Series C round, and is a significant financial boost to the company. The funding was offered through a syndicate spearheaded by Morgan Stanley Alternative Investment Partners due to the reason that ClickFox is making good growth in its niche.

The ClickFox Experience | Q1 2011 Newsletter Published

ClickFox News

We just published our Q1 2011 newsletter and wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.We just published our Q1 2011 newsletter and wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

Video: Gartner urges business to integrate social media and CRM

ClickFox News

The integration of social media and CRM technology will give businesses an unprecedented ability to build deep relationships with their customers within a few years, according to analyst Gartner.

ClickFox CEO Marco Pacelli Explains the Whitespaces for Startups in Big Data

ClickFox News

Marco Pacelli is a five time entrepreneur. At #strataConf 2011, he explains to John Furrier and Dave Vellante in #theCube what he sees as the areas that startups looking to apply their big data expertise to problems that are prevalent in the enterprise.

Wikibon CTO Award for best enterprise infrastructure technology innovations of 2010

ClickFox News

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ClickFox on Big Data Realism and Future of Customer Analytics

ClickFox News

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In aliquam ultrices augue sit amet egestas. Maecenas et purus vel ante pharetra venenatis. Pellentesque posuere, est ornare elementum imperdiet, nulla mauris ultricies dolor, ut congue diam velit id nisl. Etiam sem turpis, vehicula id euismod nec, varius at felis. Pellentesque viverra, purus sed dapibus accumsan, odio est eleifend enim, at luctus est ante sed nisl. Etiam eu quam mauris. Suspendisse in metus libero, eget ultricies lacus. In euismod semper lectus ac tempus. Mauris ornare tincidunt purus, facilisis ornare purus sodales nec. Pellentesque ligula dolor, ullamcorper nec pretium id, consectetur id nisl. Sed sit amet dui magna, eget euismod mauris.

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Nullam leo velit, eleifend pellentesque volutpat et, hendrerit eget dolor. In hac habitasse platea dictumst. Nunc vitae odio sed erat sagittis varius. Class aptent taciti sociosqu ad litora torquent per conubia nostra, per inceptos himenaeos. Cras id vestibulum leo. Cras quis enim vitae mauris tempor fringilla id sit amet metus. Sed scelerisque, erat non convallis interdum, augue elit iaculis nulla, eu bibendum neque erat adipiscing urna. Praesent commodo felis lectus. Etiam at dolor at purus semper convallis quis ut ipsum. Cras viverra sollicitudin justo eu tempor. Ut venenatis lacus a risus elementum interdum. Nullam commodo nunc lacus, et pellentesque sapien. Aliquam in dictum turpis. Nullam ultricies lacinia ipsum, at ullamcorper massa pellentesque ac. In hac habitasse platea dictumst. Pellentesque et est eu diam ultrices vulputate in vel purus.

Donec imperdiet consequat ante, ut porta metus ultricies ac. Quisque elit augue, ultricies vel feugiat a, mollis ut purus. Etiam suscipit quam quis quam facilisis sed pretium neque fermentum. Praesent vel placerat tortor. Integer in viverra nisi. Quisque ipsum risus, laoreet ac sollicitudin id, venenatis et neque. Nullam sit amet odio et est accumsan imperdiet. Etiam nulla quam, lobortis ut sollicitudin sed, porta vel magna. Proin id nisl purus. Cras a massa id sem mattis mollis. Suspendisse potenti. Nam ac lectus at nunc dictum dictum vitae a ante. Mauris nec convallis quam. Maecenas interdum accumsan mauris, non feugiat erat mattis nec. Mauris tempor malesuada sagittis. Suspendisse luctus sagittis orci dignissim ornare. Aliquam aliquet leo vehicula nibh consectetur hendrerit.

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Real-time data analytics from customer interactions

ClickFox News

At a recent EMC product launch in New York, there was a customer question and answer session for industry analysts with four of EMC's leading edge customers. One customer, Marco Pacelli, was the CEO of ClickFox, a company providing real-time data analytics to retailers, telecoms, banks and other high transaction volume companies.

Customer Infographics from 2010

ClickFox News

Information graphics have become a popular communication medium for a wide variety topics. While many of the most popular infographics focus on technological and social trends, there were several customer-centric illustrations this year that evoked important discussions and furthered the customer experience movement.

Mapping of Customer Interactions Now Possible with ClickFox Solutions

ClickFox News

In today's data-fueled enterprise, where data is collected faster than it can be analyzed, the data and analytic space has been redefined by ClickFox. It has effectively broken down the organizational silos and moved analytics up the value chain, and achieved record growth in 2010 with its collective customer cost savings that add up to billions of dollars.

ClickFox Continues Growth and Momentum in Analytics Space

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that it achieved record growth in 2010, with their collective customer cost savings totaling billions to date. CEA currently analyzes nearly one billion customer interactions per month across retail stores, web sites, call centers, chat, mobile applications and more from the nation's largest banks, wireless telcos, and utility and insurance providers serving nearly 300 million consumers.

Following a recent Series C funding round led by Morgan Stanley, ClickFox will further accelerate its growth in 2011 by expanding its reach into global markets and further developing its core analytic technology to scale to near real-time capabilities for true predictive business intelligence. As enterprises collect more and more customer data, ClickFox remains poised to lead as the only solution on the market that can deliver a single, powerful view of customer experience across channels for dramatically reduced costs, improved customer satisfaction and increased retention.

ClickFox will continue to leverage expertise from data storage and warehousing industry leaders to address the growing challenges associated with massive volumes of data scattered across the enterprise, business units and technology tools. "ClickFox has been solving Big Data challenges for years with its innovative, patented approach to analyzing and modeling structured and unstructured data from any data source to drive powerful business impact at Fortune 500 organizations ", said former T-Mobile CIO and member of ClickFox's advisory board, Robert Strickland. "I cannot imagine any company that is truly serious about their customer experience not leveraging this technology. By making sense of all channels of customer data and rapidly identifying the most critical areas impacting consumers and the business, ClickFox is effectively breaking down organizational silos and moving analytics up the value chain in today's data-fueled enterprise."

ClickFox will also continue to expand its strategic partnerships to include social media monitoring and analytics companies to deliver the first end-to-end social CRM solution that leverages customer behavior insight to push out highly targeted communications via communities and networks.

"With each additional customer added and more sophisticated deployments involving emerging channels like social media and even mobile field service devices, we are revolutionizing the way consumers interact and engage with companies today for stronger, more profitable customer experiences and relationships," said Marco Pacelli chief executive officer of ClickFox. "The power of our solution has delivered billion-dollar change in today's most customer-centric companies and is being touted as the ‘holy grail' in the data and analytics space."

ClickFox's customer base - which now includes two of the Big Four banks, nearly all of the North American wireless providers and a growing number of Fortune 500 energy/utility organizations - also comprises leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed monthly, ClickFox is the market leader in processing, analyzing and improving customer experience across industries and all interaction touch points.

Analytics Player ClickFox Secures $18M in Financing from Morgan Stanley

ClickFox News

ClickFox, a leading provider of customer experience analytics (CEA) software and solutions, secured $18 from a syndicate led by Morgan Stanley Alternative Investment Partners (AIP). The company said in a release that in addition to strengthening its leadership position in the analytics space, the financing will support the company's continued growth and expansion in the rapidly growing and evolving marketplace.

ClickFox Raises $18M, Helps Clients Get A Cross-Channel View On Customer Behavior

ClickFox News

ClickFox realizes that customers engage with companies through a variety of service channels these days, from visiting a website, voice calling and online chat applications to kiosks, retail stores and mobile apps and websites, and aims to serve its clients with a cross-channel dashboard for keeping tabs on this complex tangle of touchpoints in order to gain insights into how and why customers behave the way they do.

ClickFox to spend $18 million Series C round on research and development in social media space

ClickFox News

The already profitable company provides customer service analytics at all interaction points--interactive voice response (IVR), Web agent, chat, and retail/point-of-sale (POS). The next step for ClickFox is to invest further in research and development, especially in relation to social media analytics.

ClickFox Secures $18 Million in Series C Funding from Morgan Stanley

ClickFox Press Release

In a move that further solidifies its leadership position in the analytics space, ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced it has raised $18 million in financing from a syndicate led by Morgan Stanley Alternative Investment Partners (AIP). The financing will support the company's continued growth and expansion in the rapidly growing and evolving marketplace.

ClickFox, which has already achieved profitability, will use the new funds to expand its sales and marketing efforts globally, building on its early leadership position in the telecom, banking, insurance and energy/utility industries. As ClickFox continues to expand its customer base, these investments will be key to deepening its growing repository of customer behavior data representing over 240 million consumers. ClickFox's aggressive plans to expand globally into European and Latin American markets will meet the growing demand for customer experience analytics and expertise.

ClickFox will also focus heavily in accelerating research and development to stay ahead of the industry curve, including expanding into social media analytics, and deepening its core analytics engine to fuel rapid access to insight for proactive and predictive analysis that anticipates and answers consumer needs.

As companies continue to grapple with the challenges presented by large volumes of disparate data across the enterprise, ClickFox is the only market solution able to deliver the powerful cross-channel insights needed to enable more informed, impactful business decision-making that directly impacts customer satisfaction, retention and the bottom line.

"We recognize the enormous potential and value of data in today's enterprise", said Jamey Sperans, Managing Director of Morgan Stanley AIP. "But too often this data is 'trapped' inside separate functional areas and difficult to understand in any holistic way. Clickfox's innovative solutions break down internal silos to enable companies to operate in a truly customer-centric way. We believe Clickfox is literally transforming the way some of the largest, most consumer-savvy businesses in the world analyze - and act upon - the wealth of customer and customer transaction data they capture in the normal course of operations."

"The tremendous growth ClickFox has experienced over the years is a testament to the enormous power and value of our unique approach to analytics and further underscores our ability to drive unparalleled business impact to leading Fortune 1000 companies," said Marco Pacelli, CEO of ClickFox. "Leading investors like Morgan Stanley AIP understand the critical role that analytics play in today's enterprise and recognize the potential of ClickFox as the next generation in the enterprise software market."

Fast-growing data miner ClickFox raises $18M

ClickFox News

An Atlanta-based software company that helps businesses improve customer experience has raised about $18 million from Morgan Stanley and other investors. ClickFox Inc. helps Fortune 2000 firms analyze customer interactions whether they occurred at a store, online or over the telephone. Using that data, corporations can improve the customer experience, helping boost satisfaction, reduce churn, lower costs and boost revenues.

Closer look at service management: field service critical to customer experience

ClickFox News

The lifecycle before and after a truck roll is often ignored, but new evidence suggests customers' decisions to stay or churn are tied to their field service experience.

ClickFox Releases First Field Service Experience Analytics Solution

ClickFox Press Release

New application for customer experience analytics reduces field service visits while improving customer satisfaction

ATLANTA, GA - October 27, 2010 -- ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced the release of a solution for analyzing customer experiences around support and repair activity to reduce field service costs and improve customer satisfaction and loyalty.

Customer Experience Analytics (CEA) is the first and only solution delivering an end-to-end view of the experiences preceding and following field service interactions, from initial support contacts through to dispatch and resolution, to identify where costly visits can be reduced or avoided altogether for dramatic bottom line impact.

For service-centric organizations in the telecom, cable, utility and hi-tech industries, post-sale service and support is the most expensive service channel and a critical area in the overall customer lifecycle. However, without the ability to connect data from various sources and analyze behavior across the channels consumers use to seek help like web sites, retail stores and call centers, it was nearly impossible to identify where breakdowns occurred that lead to increased customer effort and multiple service visits.

CEA leverages data from CRM systems, call centers, scheduling/dispatch tools and mobile field devices, and connects it with outcomes like CSAT scores and customer attrition to deliver powerful insight into the direct impact of field service on satisfaction, loyalty and retention. This insight into pain points and failures frustrating customers and driving up costs enables organizations to focus process improvement and training efforts on the most critical areas affecting field service efficiency.

A leading cable provider is currently leveraging CEA to analyze service order and truck roll activity -- in less than 2 weeks they identified thousands of avoidable and repeat dispatches stemming from issues with specific cable equipment and ineffective remote troubleshooting by phone support representatives. By targeting product and training improvements at the specific products, processes and people driving increased truck rolls, the financial impact is estimated at over $10M annually in reduced costs and retained customers.

"Cable and Satellite video providers in particular have traditionally lagged behind other industries in customer satisfaction rankings, especially when it comes to customer support due to the complexity of remote service over the phone," said industry expert Joe Galvin, former Senior Vice President of Customer Care for Dish Network and now president of a consultancy focused on delivering customer service strategies focused on bridging technology to improve the customer service experience. "Now, with increased competition from alternate video service providers, we're seeing a renewed focus on customer care and field service operations as a highly effective way to build and maintain loyalty within cable customer bases."

"Because of the costly nature of field service and the heavy burden placed on customers who have already been inconvenienced by product/service disruption, being able to identify the issues driving repeat or avoidable visits is critical to delivering more cost-efficient, satisfying experiences", said Marco Pacelli chief executive officer of ClickFox. "CEA is the only solution on the market able to deliver this one-of-a-kind view into the complex workflow comprising customer support and field service, translating into millions in operations costs and retained customers."

Download the white paper: A customer-centric approach to service dispatch operations.

Top-Ranked Energy Provider Selects ClickFox to Analyze Complete Customer Experience

ClickFox Press Release

Company will leverage customer experience analytics to improve first contact resolution and analyze SmartGrid adoption and trends

ATLANTA, GA - October 14, 2010 -- ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that it has signed a multi-year contract with a leading energy company to analyze and improve the complete, cross-channel customer experience.

Serving more than 4 million consumers, the organization will leverage CEA to track and analyze customer behavior across channels, including Web, IVR, and call center agent interactions from a central marketing data warehouse to identify ways to optimize self-service, reduce customer frustration, and improve first contact resolution. While traditional analytics tools measure first ‘call' resolution based solely on phone interactions, only ClickFox's cross-channel approach can truly measure the amount of effort a customer expends to resolve an issue by looking at all interactions and contacts, regardless of the channel used. By focusing on the end-to-end customer experience from the consumers' point of view rather than a siloed, departmental stance, the organization can now significantly impact the most critical metrics impacting both operations costs and customer satisfaction and loyalty.

The utility company also plans to leverage CEA to analyze customer behavior and impact related to new product adoption such as SmartGrid technology, an innovative energy distribution system designed to increase efficiency, reduce costs and increase reliability. Analysis of SmartGrid activity will deliver insight into usage trends and patterns, and reveal the impact of this new modernized service on interaction volumes and consumer engagement.

With the addition of this customer, ClickFox continues to expand its footprint in the energy/utility industry, now analyzing customer behavior for nearly 30 million utility consumers nationwide.

"This is one of several utility companies leveraging customer experience analytics (CEA) to build a powerful view of the customer across the enterprise," said Marco Pacelli chief executive officer of ClickFox. "By combining traditional data like customer satisfaction scores with new, untapped sources like SmartGrid activity, we are taking analytics to the next level by directly connecting customer experiences to the metrics and outcomes that have the greatest impact on both consumers and the business. As we grow our customer base, we continue to expand our industry and domain expertise beyond traditional service channels to stay ahead of the curve in today's evolving, fast-paced consumer market."

The ClickFox Experience | Q3 2010 Newsletter Published

ClickFox News

We just published our Q3 2010 newsletter and wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

Media Alert: ClickFox Releases Results of Customer Service Best Practices Survey

ClickFox Press Release

Consumers Reveal What Companies Are Doing Right and the Impact on Purchasing Decisions and Loyalty

ATLANTA, GA--(Marketwire - October 12, 2010) - ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today released the results of a surveyconducted to understand what companies are doing right when it comes to customer service, and how this impacts consumer perceptions, buying behaviors and profitability. The online survey delivered valuable insight into:

Which industries are doing the best job when it comes to customer service
Which service channels provide the best experiences
The importance of an organization's customer service reputation in consumer buying decisions
The impact of issue handling and resolution on customer loyalty

Overall, the findings show that consumers place a strong emphasis on customer service with over 60% of respondents indicating that a company's customer service reputation is 'very important' in influencing their decision to do business with an organization. Consumers also revealed that customer service even plays a larger role than price when making purchasing decisions, especially in situations where a company meets or exceeds their expectations in handling and resolving customer issues.

The results point to the powerful relationship between customer experience and revenue and highlight a critical need for companies to stop looking at service operations as cost centers, and instead view every interaction as an opportunity to increase satisfaction, build loyalty, and grow revenue.

Download the complete report, including detailed findings and analysis at:
http://web.clickfox.com/best-practices-survey-results.

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion interactions processed every month, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

ClickFox Teams with Next IT for New Avatar Offering

ClickFox News

Today ClickFox, a provider of customer experience analytics (CEA) software and solutions, and Next IT, a company that uses natural language as well as self-service for businesses and organizations, announced a partnership they hope will improve customer experience.

Call Weighting

ClickFox News

With ClickFox, Sprint takes an analytical look at its cross-channel customer experience and saves millions in the process

ClickFox and Next IT Announce Partnership to Fuel Customer Experience Innovation

ClickFox Press Release

Companies Partner to Support Enterprises Committed to Customer Experience Transformation

ATLANTA, GA and SPOKANE, WA--(Marketwire - September 13, 2010) - ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, and Next IT, a leader in the design and implementation of natural language, self-service technology for businesses and organizations, today announced a partnership to redefine customer service through technology.

Next IT's flagship product, ActiveAgent^TM, uses Human Emulation Software^TM to create Virtual Experts that enable organizations like Continental Airlines, Shaw Communications and the U.S. Army to deliver information to customers with interactive conversation across multiple service channels, such as the Web, contact center, intranet and mobile devices. ClickFox's customer experience analytics (CEA) tracks customer behavior and outcomes for the nation's largest telecom, financial services, insurance and utility organizations across all interaction channels, revealing the true impact of service on operational efficiency, customer satisfaction and retention. Together, the two companies represent a departure from traditional customer service approaches that focus more on business and operational goals as opposed to actual customer needs and expectations.

Next IT will use ClickFox's CEA to understand how customers interact with Virtual Experts, to optimize Virtual Expert performance and measure the overall user experience.

"Both ClickFox and Next IT are enabling more seamless, satisfying customer experiences by dramatically improving the way customers interact with businesses," said Fred Brown, founder and CEO of Next IT. "As companies struggle to cut costs without sacrificing quality, we are delivering results by enabling highly efficient, satisfying experiences regardless of the channel customers choose. ClickFox's deep domain expertise in customer behavior analysis is a perfect complement to Next IT's customer-focused solutions."

"By viewing experience through the lens of the customer, ClickFox and Next IT have discovered the key to driving truly customer-centric enterprises," said Marco Pacelli, chief executive officer (CEO) of ClickFox. "We are thrilled to partner with a company that shares our commitment to an organization's most important asset: its customers."

Both companies are also changing the way customers can interact with companies in social media channels. From enabling consumers to locate and share information about products and services, to analyzing the impact of social media interactions on the enterprise, ClickFox and Next IT are continually evolving to meet customer needs and market demand.

ClickFox will participate at the 3^rd annual Next IT User Conference, September 21 - 23, 2010 at The Palazzo Hotel in Las Vegas, NV.

Know What Makes Your Customers Angry

ClickFox News

We've all been there as consumers: Getting so riled up by poor service that we explode and vow to never do business with a company again. But what really makes consumer's blood boil? We wanted to know, so we asked more than 1,500 consumers what really makes them tick. Their top three responses: "¢ Speaking with multiple agents and starting over every time. "¢ Dealing with rude or inexperienced representatives or service technicians. "¢ Being kept on hold for long periods of time or unable to use self-service options successfully.

ClickFox Targets the Market's Pulse

ClickFox News

The analytics specialist launches ClickFox Pulse, an analytics dashboard to capture the "pulse" of customers' experiences

The (better) future of tech support

ClickFox News

7 emerging 'hero' technologies should make it easier and less frustrating for tech support pros and users alike

Sprint Answers the Call to Improve Customer Experience: Inside Scoop with Jerry Adriano

ClickFox News

Bob Thompson interviews Jerry Adriano, VP of Customer Experience at Sprint, about how the company has increased customer satisfaction and loyalty by improving the customer experience.

Multichannel Feedback - Contact Center Pipeline Article

ClickFox News

Consistent service delivery across channels requires a unified view of the customer that breaks down departmental barriers. (PDF)

Data Intelligence Is the Next Big Thing

ClickFox News

With its fifth fund, Ascent is targeting IT companies that make sense of the massive amounts of data available through everything from social media sites to hotlines to merchant records, the team told me. In addition to V.i., which makes piracy data useful to software companies, Ascent has invested in ClickFox, an Atlanta-based start-up that's developing technology for measuring customer satisfaction in venues such as e-commerce, store kiosks, and the oft-frustrating customer service phone calls. The analytics technology aims to help merchants enhance their returns by focusing on interactions that bring customers back and eliminating those that turn them off.

ClickFox to Showcase Customer Experience Innovation and Success at SpeechTEK 2010

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, announced their participation at SpeechTEK, the premier speech technology conference and exhibition, August 2 - 4 in New York. Attendees can visit ClickFox in Booth #609 to see the latest developments at ClickFox, including groundbreaking products, industry research, and multi-million dollar customer success stories.

ClickFox will debut their latest solution, ClickFox Pulse, the first executive dashboard application for customer experience. Pulse answers the demand for executives to gain direct, easy access to key customer experience metrics and insight, and is the first product of its kind that measures the financial impact of today's complex customer experience on the organization. Attendees will be able to see live demos of Pulse in the SpeechTEK Analytics Lab on Monday, August 2nd, and at the ClickFox booth throughout the exhibition.

ClickFox will offer industry thought leadership and share best practices as part of SpeechTEK's analytics track, focusing on ‘advanced analytics' as a way to not only deliver insight into the customer experience, but also to predict future behavior, like propensity to buy, and likelihood to churn.

ClickFox will also cover the recent Gartner & 1to1 CRM Excellence award won by their customer, Sprint. Attendees can learn how Sprint's enterprise-wide approach to customer experience has driven the most improved customer satisfaction rankings across all industries over the last two years.

Attendees can schedule private demos and appointments by visiting http://web.clickfox.com/contact-us.

Turning Up the Voice of the Customer

ClickFox News

New unstructured sources of customer feedback can provide a deeper level of customer insight when integrated with more traditional, structured VoC data.

Sprint Makes Customer Experience a Top Priority

ClickFox News

The telecommunications company has improved retention and service levels while cutting costs.

ClickFox Customer Sprint Wins Gartner & 1to1 Media CRM Excellence Award for Customer Experience

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that Gartner, Inc. and 1to1 Media have recognized their customer, Sprint, as the Gold winner of the 2010 Gartner & 1to1 Media Customer Relationship Management Excellence Award in the Customer Experience category.

Sprint leverages ClickFox CEA to analyze customer experience behavior trends across interaction channels, including retail stores, web, call center, IVR, and CTI routing applications. This single, powerful view of the customer is tied to customer satisfaction and customer churn data to identify hidden connections between interactions and customer loyalty for dramatically improved satisfaction and retention.

"The award is gratifying and a reflection of Sprint's work over the last few years to improve the quality and consistency of our customer interactions," said Bob Johnson, Sprint's Chief Service Officer. "ClickFox, one of our important partners in this process, provided us with key insight needed to drive measurable improvements in customer satisfaction, loyalty and retention."

The Gartner & 1to1 Media CRM Excellence awards highlight innovative companies that impact value through their customer relationship strategy and demonstrate excellence in delivering the customer experience. A gold and silver award were given for each of five categories this year - Customer Experience, Efficiency, Enterprise-wide, Innovation, and Growth. A panel of judges that included Gartner analysts and other customer relations experts in business and academia were involved in judging each entry.

"We congratulate Sprint on the prestigious honor of being named a Gartner and 1to1 Media CRM Excellence award winner," said Marco Pacelli chief executive officer (CEO) of ClickFox. "Sprint has demonstrated what it truly means to be customer-centric by elevating customer experience to be a strategic, enterprise-wide initiative. They are one of several progressive Fortune 500 companies leveraging cross-channel analytics, and ClickFox is proud to be a part of their commitment to revolutionizing the complete, end-to-end customer experience."

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed each month, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.
Disclaimer: The identification of a Gartner Award winner is not an endorsement by Gartner of any vendor, product or service.

The ClickFox Experience | Q2 2010 Newsletter Published

ClickFox News

We just published our Q2 2010 newsletter wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

Media Alert: New Book Offers Six-Week Solution for Agile Software Development

ClickFox Press Release

ATLANTA, GA - June 21, 2010 -- ClickFox announces the release of a new book being published July 7th, Agile Development and Business Goals: The Six Week Solution. The book is authored by four of the company's visionary software developers behind the pioneering customer experience analytics (CEA) software and solutions.

The book goes beyond theory and academia to offer a practical guide for aligning software development processes with core business goals. For leaders, the piece serves as a distilled learning guide for managing technical resources, defining team roles, acquiring tools, and delivering world-class enterprise software on time and on budget.

The authors, Bill Holtsnider, Joseph Gee, George Stragand and Tom Wheeler, are all experts on the agile development methodology, and recognize the importance of solid processes in developing successful, profitable products. "I have applied the knowledge and best practices in this book to launch innovative, business-driven enterprise software solutions like customer experience analytics (CEA)", said Tom Wheeler, VP of Research & Development at ClickFox. "I think developers will appreciate the fact that this book speaks their language, and does so in the context of their role in driving strategic goals for the organization."

The book is available for pre-order on Amazon.com.

ClickFox Continues Customer Experience Innovation with First Executive Dashboard Application

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, announces the launch of a new executive dashboard, ClickFox Pulse. As customer experience becomes more strategic in today's enterprise, 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. By modeling aggregate customer behavior and the outcomes of experiences over time, Pulse delivers powerful predictive analytics to identify risks and opportunities, enabling highly informed, customer-centric decision making. With sophisticated trending analysis features, users can automatically detect anomalies, identify the root cause of critical trends and issues, and determine the impact on key business drivers like operational efficiency, customer satisfaction and customer retention. The highly intuitive dashboard view is completely customizable, enabling users to monitor the metrics that matter most to their business over time with daily, weekly or monthly views.

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.

"Traditionally, executives have only had access to limited, siloed views of the customer from various departments within the organization," said ClickFox CEO, Marco Pacelli. "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."

Installation of CEA6 is a prerequisite for deployment of ClickFox Pulse.

To view a demo of ClickFox Pulse, visit: http://www.clickfox.com/pulse-demo/.

Time to Harmonize Your Cross-Channel Customer Experience

ClickFox News

As the economy comes out of its slumber, it's time to stop worrying about cutting costs and survival. And start thinking more strategically about the customer experience. One area that is probably overdue for a tune up is the cross-channel customer experience. By "cross" I mean experiences that involve more than one channel for a consumer to make a purchase or to get service. It's not enough to just offer multiple channels and "tune" them independently, they should work together in harmony. Like an orchestra with an expert conductor, it's the total experience that matters, not how good an individual instrument sounds. The conductor needs to bring out the best in all performers/channeals.

The 1to1 Blog: What Frustrates Customers?

ClickFox News

If companies can get at that valuable information and decipher customers' needs and concerns, they can increase customer retention and improve sales.

Customer service at the tipping point

ClickFox News

When companies botch service calls, they stand to lose more than just one customer

Former T-Mobile Executive Joins ClickFox Customer Advisory Board

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, is pleased to announce the addition of Robert Strickland, Senior Consultant to Amdocs, Ltd, to their customer advisory board. The ClickFox advisory board is comprised of progressive executives from leading, world-class organizations in financial services, telecom, utility and insurance, who share a mission to improve and optimize the complete, cross-channel customer experience.

Strickland brings with him a wealth of experience specific to the customer experience analytics market. Prior to joining Amdocs, Ltd, Strickland was the Chief Information Officer and Senior Vice President of T-Mobile USA, Inc., where he was responsible for an operation that supported 33.8M wireless subscribers in North America. While there, he led the "OpenSpan" initiative, an effort to use service-oriented architecture to revamp the T-Mobile customer service experience, which earned him a CIO 100 Award in 2009. Strickland has also held senior executive technology positions at EchoStar Communications Corporation, and Landmark Communications, where he helped shape the strategy and subsequent success of The Weather Channel as a major source of weather information on the Internet.

"ClickFox is doing something truly unique in the customer experience marketplace - enabling enterprises to view experience from the customer's point of view - across all channels and interactions," said Strickland. "This represents a new and innovative model that gets to the heart of the most critical issues impacting customer satisfaction and retention for significant bottom-line results -- I share the vision they have for delivering complete understanding and insight into today's consumers."

"ClickFox will leverage Rob's extensive experience and innovative vision for our growing advisory board," said Marco Pacelli, CEO of ClickFox. "His expertise and successful track record of applying technology to achieve strategic business results makes him a highly valuable asset for ClickFox's continued growth and dominance in the customer experience analytics market."

ClickFox's customer base includes leading organizations in utilities, healthcare, telecommunications, insurance, technology and retail. Approaching 1 billion customer interactions being processed each month across every channel available to consumers today, ClickFox is the only solution on the market enabling true cross-channel customer experience analysis.

ClickFox Releases Results of Consumer Tipping Point Survey

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today released the results of a survey conducted to understand what customer service issues frustrate consumers the most, and how they respond to negative experiences. The online survey delivered valuable insight into consumer tipping points and the true impact of poor service on satisfaction, loyalty and brand reputation.

When asked about their most frustrating experiences, 41% of respondents chose ‘having to speak with multiple agents, and starting over every time' as the top issue, further underscoring the importance of first contact resolution in driving increased satisfaction and more efficient service operations. 13.9% of consumers cited ‘rude and inexperienced representatives' as most frustrating, and another 9% chose ‘being kept on hold for long periods of time'.

The survey also asked consumers about their typical response to poor customer service, with the top choices being: escalating to a supervisor or manager (54%); telling family and friends about the experience (52%); and ceasing doing business with the company (40%). All of these reactions result in increased operations costs, lost revenue and severe brand damage, highlighting the critical role of service operations in maintaining and driving bottom-line growth for organizations. Interestingly, 20% of consumers said they would post their stories on social media sites like Facebook or Twitter, which are sure to grow in popularity as an avenue for frustrated consumers to rant about customer service experiences publicly.

The survey also gave consumers an opportunity to enter open-ended comments about customer experiences that drove them to their ‘tipping point'. Nearly 2/3 of respondents took the opportunity to share their stories, with one consumer noting that "now, close to 10 years later I estimate I have shared this story with hundreds of people if not thousands", indicating the longstanding and often irreparable damage to the customer relationship.

Overall, the findings point to the powerful relationship between customer experience and revenue and highlight a critical need for companies to stop looking at service operations as cost centers, and instead view every interaction as an opportunity to increase satisfaction, build loyalty, and grow revenue.

Download the complete report, including detailed findings and analysis at:
http://web.clickfox.com/customer-tipping-point-survey-results/.

Ovum Report Featuring ClickFox Stresses Need for Cross-Channel Analytics

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, was recently interviewed and mentioned in a new report by Ovum analyst Aphrodite Brinsmead titled, "Implementing cross-channel analytics to improve loyalty." In the report, Brinsmead discusses the increasingly complex customer interaction landscape, and the critical need for cross-channel analytics in delivering deep insight into customer behavior trends and patterns.

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." 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.
In addition, the report cites the top 2 benefits of cross-channel analytics as improved operational efficiency and increased customer retention. Brinsmead points out that organizations looking to cut costs while increasing satisfaction and retention should look to cross-channel analytics to understand customer needs and identify more efficient service strategies.

The report is available for download for a limited time from ClickFox at the following link: http://web.clickfox.com/white-paper-ovum-cross-channel-analytics/

ClickFox Hosts Webinar Featuring Leading Independent Research Firm

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that it will host an industry webinar featuring Forrester Research, Inc. Vice President and Principal Analyst, Elizabeth Herrell on Thursday, June 10, 2010 at 1:00 pm Eastern. The complimentary webinar, "What Consumers Really Want", will present the findings from recent online surveys where consumers answered questions about their interaction preferences and most frustrating customer service issues.

Herrell will draw on her recent report, "Real-Time Analytics for Contact Centers," Forrester Research, Inc., March, 2010 to discuss how organizations today can leverage customer experience analytics to gain valuable insight into customer behaviors and attitudes.

When: Thursday, June 10, 2010 at 1:00 pm Eastern

Presenters: Anna Convery, Chief Marketing Officer, ClickFox; Featured Guest: Elizabeth Herrell, VP and Principal Analyst, Forrester Research, Inc.

Who Should Attend: Mid to senior-level customer experience, customer care, contact center, and customer loyalty executives, sales and marketing executives, CIOs, C-level executives

What: Attendees will learn how applying a cross-channel approach to analytics can deliver never-before-seen opportunities for reducing operational costs and improving the complete customer experience. ClickFox will present several powerful case studies illustrating the impact of cross-channel insight in driving huge gains like saving an organization over $45 million in contact center costs, and reducing customer churn by 8% in a little over one year.

Why: Herrell points to a lack of meaningful customer data as a major challenge for contact centers. "Most metrics that report on an agent's call handling do not report on the customer's experience while navigating multiple contact center channels, such as IVRs, email, and the Web," according to the report.
"Although typical reporting practices segment data from separate channels, they don't reveal the entire story of the customer's experience."

Register: http://www.clickfox.com/blog/061010PR

ClickFox Expands Offerings with ClickFoxGO! Solution for Mid-Sized Enterprises

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, announces 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.

The ClickFoxGO! solution will leverage the industry-leading ClickFox CEA technology to deliver advanced dashboards and reporting of high-level customer experience improvement opportunities. Customers will benefit from rapid speed-to-insight with support from an expert services team who currently analyze nearly one billion customer interactions per month. "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," said ClickFox CEO, Marco Pacelli.

"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

For information on engagement levels and pricing, visit http://www.clickfox.com/solutions/products/clickfoxgo/.

Independent Research Firm Includes ClickFox Customer Experience Analytics in Recent Report

ClickFox Press Release

ATLANTA, GA - May 20, 2010 -- ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, was recently interviewed and mentioned in a report titled "Real Time Analytics for Contact Centers," Forrester Research, Inc., 2010. In the report the analyst discusses how organizations today can leverage customer experience analytics to gain valuable insight into customer behaviors and attitudes.

ClickFox is one of several vendors featured in the Forrester report which points at a lack of meaningful customer data as a major challenge for contact centers. "Most metrics that report on an agent's call handling do not report on the customer's experience while navigating multiple contact center channels, such as IVRs, email, and the Web," according to the report. "Although typical reporting practices segment data from separate channels, they don't reveal the entire story of the customer's experience."

Speaking specifically about ClickFox, the report says: "ClickFox Customer Experience Analytics offers a unique capability with its Task Analysis engine that examines key customer activities and adds its Artificial Intelligence engine to identify discrepancies between system design and actual interactions across multiple channels to provide meaningful insight." The report also details how ClickFox saved a wireless provider $7 million by providing insight into web site issues driving increased call volumes to the contact center.

The report is available for download for a limited time from ClickFox at the following link: http://www.clickfox.com/blog/forrester-real-time

Survey: Most consumers want to interact with banks online

ClickFox News

As consumers, we have high expectations from the companies we choose to give our business to. Sometimes we want a personal touch other times we just want the fastest way to an answer or action. A growing number of channels have emerged in recent years beyond traditional stores, snail mail and call centers. Consumers have a wide array of new quick, convenient ways to interact with companies for a variety of purposes. But what do consumers' want? Are there certain actions that drive consumers to specific channels? Is their interaction based on the type of company they're contacting?

ClickFox Releases Results of Customer Interaction Survey

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today released the results of a survey conducted to understand how consumers today prefer to interact with companies when completing various service transactions. The online survey was distributed to a large group of consumers across age groups and geographical regions, and delivered valuable insight into today's true customer needs and preferences.

The results show that an overwhelming majority of consumers prefer self-service interactions, particularly via the web, indicating that they appreciate the convenience and control of being able to serve themselves, how and when they want. Between 40% and 80% of customers listed the web as their top choice for simple, repetitive tasks like paying bills, and for informational transactions like checking account status, which don't require live assistance.

Analysis of the areas where customers preferred live assistance revealed that there are many opportunities to encourage self-service for slightly more complex tasks, like reporting utility outages and checking insurance coverage. Not surprisingly, retail branches and email scored very low in the survey, likely due to the immediacy and convenience of alternate channels.

Consumer preferences also varied across industries, with banking having the highest self-service preferences, while insurance customers still desire a personal touch for most transactions. Insight into these customer needs and preferences enables companies to truly be more customer-centric, and to deliver satisfying experiences, not just based on what the company wants to achieve, but what the customer wants.
Download the complete report, including analysis and snapshots by industry at: http://web.clickfox.com/customer-interaction-survey-results

Self-Service: Is it Heaven or Hell?

ClickFox News

Providing superior customer service through all channels will be a defining characteristic of companies poised to thrive in the economic recovery. Self-service, whether online or through interactive voice response systems (IVR), is a major component of a company's service offerings and a challenge for most.

ClickFox's Customer Product Suite to Enhance Customer Experience

ClickFox News

ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability. Reputed for its customer experience analytics software and solutions, CEA for short, ClickFox (News - Alert) has announced the launch of customer experience analytics Insight, CEAi.

ClickFox Launches CEAi Customer Experience Industry Research

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, announces 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.

In custom research CEAi engagements, ClickFox's expert professional services team benchmarks an organizations' customer experience against ClickFox's aggregated data repository spanning billions of customer interactions across service channels, and representing customer behavior for over 240 million consumers nationwide. This wealth of intelligence consistently reveals compelling, highly valuable insights around key service points -across call centers, Web sites, IVR, kiosk, retail store locations and even handheld devices -- and, most importantly, how customer behavior within and across channels delivers never-before-seen opportunities for improvement.

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/.

Based on years of expertise delivering cross-channel insights to Fortune 500 organizations across industries, ClickFox has identified the most critical metrics impacting operational efficiency, customer satisfaction and customer retention, and discovered that relatively small improvements in the right areas can have a major impact on the bottom line, particularly in environments with heavy transaction volumes. A global financial services organization realized over $60 million in savings after improving their self service containment rate by just 2% with insights from cross-channel analytics.

CEAi industry research will include in-depth industry-specific and cross-industry market briefs that present key findings and trends, identifying patterns across key metrics like first contact resolution, self service effectiveness, customer satisfaction, and customer retention. Data will be available on a quarterly basis, and will grow richer as ClickFox adds new features to its CEA product suite, including executive-level visual comparisons over time.

The ClickFox Experience | Q1 2010 Newsletter Published

ClickFox News

We just published our Q1 2010 newsletter wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

ClickFox Achieves Record-Breaking Growth

ClickFox Press Release

Leader in customer experience analytics continues to expand footprint across industries and service channels

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announce significant company growth in Q1 2010. Now processing close to one billion cross-channel customer interactions monthly for leading organizations, ClickFox is meeting the surging demand for accurate, actionable customer experience insight and best practices to continuously exceed expectations.

With a growing roster of Fortune 500 customers in the utility, financial services and telecom industries, ClickFox continues to expand an already massive repository of customer experience behavior data. ClickFox has also expanded deployments within its existing customer base to analyze an increasing number of service channels, including areas like online chat, SMS/mobile text applications, truck roll and dispatch logs for service and repair activities, utility meter readers and more.

ClickFox's growth, which continues to outperform the market and defy the economic downturn, underscores that importance companies place on understanding the entire experience a customer has, tied together and analyzed against individual transactions to truly understand the business impact on costs, revenue, churn and loyalty.

"Market demand for actionable insight into customer behavior and experience continues to grow exponentially", said Marco Pacelli chief executive officer (CEO) of ClickFox. "A plethora of tools such as speech analytics have emerged in recent years, but only deliver insight into single-channel interactions (often at the conclusion of the customer experience instance), neglecting the fact that a majority of customers today utilize multiple touch points to interact with companies. Without insight into this cross-channel customer experience, organizations are missing out on huge opportunities to deliver efficient, effective and rewarding experiences."

Through taking a holistic, enterprise-wide approach, ClickFox has become the strategic standard for customer experience analytics, delivering huge gains to today's leading organizations, such as increasing customer satisfaction by 10% within just one year and reducing customer churn to save over $20M annually.

ClickFox Signs Contract with Leading Global Financial Services Institution

ClickFox News

Officials with ClickFox said that the financial services leader will leverage the company's advanced analytics to track unique customer behavior across all contact center consumer touch points, including contact center self-service channels, call routing, agent interaction and agent performance, email and chat, to identify latent issues and the optimal measures to cement loyalty, avoid churn and improve operational efficiency in the cross-channel customer experience.

ClickFox Signs Multi-Million Dollar Expansion Contract With Leading Global Financial Services Institution

ClickFox Press Release

Expansion establishes ClickFox CEA (Customer Experience Analytics) as strategic analytics standard at financial services powerhouse

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions today announced a multi-million dollar expansion contract with a leading U.S.-based global financial services organization to analyze and improve customer experience across all interaction points, including the contact center.

The financial services leader will leverage ClickFox's advanced analytics to track unique customer behavior across all contact center consumer touch points - including contact center self-service channels, call routing, agent interaction and agent performance, email and chat -- to identify latent issues and the optimal measures to cement loyalty, avoid churn and improve operational efficiency in the cross-channel customer experience.

Serving one of the largest international customer bases the organization provides a wide array of banking, investing, asset management and wealth management products and services via an extensive network of customer service channels.

ClickFox is the only company to provide a truly comprehensive view of the customer experience, and correlate the full impact of interactions on operational costs, customer satisfaction and customer retention.

"Progressive, forward-thinking companies like this one are already realizing the extraordinary value of the cross-channel approach to customer interaction analytics," said Marco Pacelli chief executive officer (CEO) of ClickFox. "Most organizations are still relying on siloed tools, like web and speech analytics, that only deliver a very limited view of the issues impacting customer experience. It is critical to understand how to prevent unnecessary and expensive agent interactions -- as well as multiple attempts, and multiple touch point interactions -- however today's agent performance data stops short of telling us why simple transactions end up with a live agent. And the subsequent effect on customer experience."

ClickFox delivers multi-million dollar business insights by connecting the dots between all customer interactions and transactions. Its customer base includes leading utility, healthcare, telecommunications, insurance, technology and retail organizations. Quickly approaching 1 billion interactions being processed each month across every interaction touch point, ClickFox analyzes customer behavior and experience of hundreds of millions of consumers nationwide.

ClickFox to Host Customer Experience Webinar Featuring Noted Industry Analyst

ClickFox Press Release

Customer experience expert to join ClickFox for best practices webinar on March 18th

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that it will host an industry webinar featuring Forrester Research, Inc. Principal Analyst, Bruce Temkin. The complimentary webinar, "Understand your Customers as Individuals, Not Individual Transactions", will draw on research findings from ClickFox's massive repository of customer behavior data for over 240 million consumers in the U.S. to present proven best practices for improving today's customer experience.
When: Thursday, March 18, 2010 at 1:00 pm Eastern

Presenters: Anna Convery, Chief Marketing Officer, ClickFox; Featured Guest Bruce Temkin, VP and Principal Analyst, Forrester Research, Inc. and Author of Customer Experience Matters Blog

Who Should Attend: Mid to senior-level customer experience, customer care, contact center, and customer loyalty executives, CIOs, C-level executives

What: Attendees will 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

Why: Most organizations are aware of how their 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.

Register: http://www.clickfox.com/blog/031810PR

ClickFox to Lead Expert Panel of Call Center Executives at CRM Association Event

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that the company's Chief Marketing Officer, Anna Convery, will lead an informative panel discussion with industry experts, entitled "Recession Proofing Your Contact Center: Methods Helping Contact Centers Optimize in a Downturn", hosted by Customer Relationship Management Association (CRMA) and the American Teleservices Association (ATA).

When: Tuesday, March 30, 2010 from 7:30 am - 9:30 am

Where: The Ravinia Club, Two Ravinia Drive, #100, Atlanta, GA 30346

Panelists: Anna will lead a panel discussion featuring expert call center executives from world-class organizations, including:

• Daiquiri Gleaves, Call Center Director, Delta Airlines
• Ann Glover, Director of Business Performance & Quality, InterContinental Hotels Group
• Diane Moogalian, VP of Customer Care, Equifax
• Pamela Mayfield, Director of Training, Quality & e-Kos Support Services, Liberty Mutual

What: The expert breakfast panel will share proven best practices for ‘doing more with less', and discuss the strategies, technologies and metrics they're applying to significantly lower operating costs, improve productivity and deliver highly efficient customer service without sacrificing service quality. The panel will be followed by an interactive Q&A session.

Registration: Event registration and additional information are available at: https://www.ataconnect.org/public/chapters/scata/registerpay.php.

ClickFox Partners with Merced to Announce Integrated Customer Experience and Performance Management Analytics

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, and Merced Systems, the leading provider of sales performance management and service performance management software, 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.

"Our partnership with ClickFox will further increase the benefit our customers receive from Merced Systems' industry-leading sales performance management and service performance management solutions," said Mark Selcow, President and co-founder of Merced Systems. "ClickFox provides the complete picture of the customer's experience at every interaction point allowing our solutions to leverage this intelligence to measure performance against goals and align incentives and coaching for every employee in the operation."

"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," said Marco Pacelli, chief executive officer (CEO) of ClickFox. "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."

ABOUT MERCED SYSTEMS
Merced Systems is the leading provider of Sales Performance Management and Service Performance Management applications focused on improving operational effectiveness of sales forces and service organizations across a range of vertical industries. Merced Systems' award-winning products serve Global 2000 customers, and include advanced analytics and reporting, incentive compensation management, coaching, and other performance execution applications. With a strong track record of growth and delivering business impact to its customers, Merced Systems has been profitable for the past 7 years. Merced Systems is a privately held company headquartered in Silicon Valley and London, with major customers in 20+ countries worldwide. For more information on Merced Systems, please visit www.mercedsystems.com.

Get Past the Yes Man

ClickFox News

It's every executive's fear: Their direct reports paint a picture of healthy, high-performance business segments. But in reality, these reports are downplaying the major issues and the executives have no reliable source to give it to them straight. Getting a complete view of how a customer interacts with a business online, in retail sites, and through call centers is one of those executive blind spots, mostly because the rich data that each department measures is locked in organizational and information silos.

ClickFox Named 2010 Rising Star by CRM magazine

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced it has won the CRM Rising Star award from CRM magazine, the leading publication of the customer relationship management (CRM) industry. The prestigious award honors the vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes and technologies.

Recipients were determined through an extensive three-month process and proprietary rating formula that involves industry analysts, financial and corporate information, product and functionality assessments, and scores reflecting customer satisfaction.

The magazine's Rising Star Awards are based on combination of weighted criteria, including revenues and revenue growth, market share, customer retention, and reputation for customer satisfaction. Specifically, the Service Rising Stars recognizes companies that in the past year have made a significant impression on the industry.

ClickFox made tremendous strides in 2009, including unveiling three new pre-packaged solutions offerings aimed at solving specific business problems: operational efficiency, customer retention, and customer satisfaction. ClickFox also grew its customer base, expanded deployments within their Fortune 500 client roster, and increased their transaction volume to nearly one billion customer interactions monthly. Drawing on this massive repository of data representing over 240 million consumers in the US, ClickFox leverages proven best practices to deliver deep insight into the most critical areas impacting today's customer experience.

"We're pleased to present a 2010 CRM Service Rising Star Award to ClickFox, a company that is dedicated to providing customer experience analytics software and solutions," said David Myron, editorial director of CRM magazine. "ClickFox offers a comprehensive cross-channel solution, enabling organizations to get a better view of each customer -- across and within all interaction channels -- resulting in dramatic cost savings and increased customer satisfaction and retention."

The 2010 CRM Service Awards will be presented at the CRM Evolution 2010 Conference (http://www.CRMevolution2010.com) at the Marriott Marquis in New York later this year. An expanded version of the results have been published in the March 2010 issue of CRM magazine-available in print and in digital NXTBook format. The awards package was unveiled online on March 1, 2010, at http://www.destinationCRM.com.

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed each month, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

About CRM magazine
CRM magazine is the leading publication of the customer relationship management industry, covering sales, marketing, customer service, and strategy. The magazine also administers and hosts the annual CRM Evolution conference. Each of these properties is designed to serve customer-centric business initiatives, and leaders who recognize CRM as a key strategy for creating enhanced customer value in any industry. For more information about the magazine, its editorial calendar, or CRM in general, please visit http://www.destinationCRM.com.

The 2010 CRM Service Awards: Rising Stars -- ClickFox (the Quick Fox)

ClickFox News

It's one thing to crunch massive data sets to divine a few statistics. It's an entirely different proposition to deliver results that can actually help drive actionable strategies that can enable a business to evolve and grow. "I was impressed when ClickFox took apart its application and tuned it to specific applications aimed at specific business processes," says Keith Dawson, principal analyst for information and communication technologies at Frost & Sullivan. "When you do that in a space that has had trouble getting traction like analytics it's a sign that there's a realization you need to actually produce the goods and not just talk about them."

What's Wrecking Your Customer Experience?

ClickFox News

Most companies want to elevate the customer experience, but somewhere between the good intentions and actual implementation, many things can break down. The current state of the customer experience is not ideal. What pitfalls can companies avoid to deliver a quality customer experience? The customer experience should be the responsibility of all departments, ideally with a C-level executive overseeing the cross-departmental communication and projects. Anna Convery, chief marketing officer at customer experience analytics company ClickFox, says she is beginning to see more chief customer officers and the like who sponsor customer experience projects. But it's not yet commonplace. "There is a lot of talk about the customer experience at the C-level, but not a lot of folks putting their shoulder to the wheel," she says.

Amdocs Names ClickFox the Emerging Partner of the Year

ClickFox News

ClickFox, a developer of customer experience analytics (CEA) software and solutions, announced that they were recognized as 'Emerging Partner of the Year' by Amdocs' Partner Sales Organization at their annual partner event in Las Vegas.

The ClickFox Experience | Q4 Newsletter Published

ClickFox News

We just published our Q4 newsletter wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

ClickFox Launches Interactive ROI Calculator Tool

ClickFox News

ClickFox, specializing in customer experience analytics software and solutions, has launched an interactive online tool that can calculate and forecast potential return on investment figures. The ROI calculator is available for visitors who have to enter the number of customers their company serves. After which the tool calculates their potential ROI employing default data collected from ClickFox's repository which holds billions of complex customer interactions.

MrWeb: Debut for Cross-Channel Calculator

ClickFox News

US customer experience analytics (CEA) firm ClickFox has launched an interactive online tool that calculates and forecasts potential return on investment (ROI) for improving customer experience across various service channels and touch points.

ClickFox Set to Process One Billion Monthly Customer Interactions

ClickFox News

ClickFox, a provider of customer experience analytics software and solutions, announced that it has grown its monthly processing volume to more than 750 million customer transactions, up from 500 million earlier this year. Company officials said these customer transactions consist of complex interactions from IVR systems, retail, Web and call center, to handheld devices and interactive kiosks, enabling comprehensive cross-channel customer experience analysis.

ClickFox Provides Cross-Channel Analysis for Fortune 500 Company

ClickFox News

Tracking the performance of a company's services across various platforms can prove to be hugely profitable for the organizations. But proper and accurate tracking of these services involves lots of expertise and knowhow of the internet. Realizing this, a Fortune 500 energy services provider has selected ClickFox, a customer experience analytics, or "CEA,"software and Solutions Company, for cross-channel analysis across service transactions.

On the Prowl for New Ways to Cut Contact Center Costs

ClickFox News

There is still room for the industry to grow through adoption of newer technologies, said Michael Fauscette, group VP of software business solutions for IDC. "Contact centers will now be driven by initiatives around unified communications. Microsoft (Nasdaq: MSFT) and Cisco (Nasdaq: CSCO) have new products that they're getting into the market. Then there's Avaya, Convergys (NYSE: CVG) and ClickFox, on the software side," he told CRM Buyer. Technology extras that are gaining traction in the IVR space include tools for advanced analytics. "For example," said Kapoor, "there is technology that allows you to get a visual representation of your IVR activities to see what works, what doesn't, and where breakdowns are occurring. A few changes and your hit rate can go through the roof -- the economics can change that quickly. There is tremendous growth potential for analytics."

ClickFox Expands Deployment with Telecommunications Organization

ClickFox News

ClickFox, a company specializing in customer experience analytics (CEA) software and solutions, announced the expansion of their deployment with a telecommunications organization to include all customer interactions across all of their interaction channels. Based on a track record of multi-million dollar results with ClickFox CEA, the company said this wireless provider will leverage both existing and new interaction analysis to further better operational efficiency, customer retention, revenue generation and customer satisfaction.

Top-Tier Telecommunications Organization Expands ClickFox CEA Deployment to Include All Customer Interactions

ClickFox News

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions today announced the expansion of their deployment with a leading telecommunications organization to include all customer interactions across all of their interaction channels. Based on a proven track record of multi-million dollar results with ClickFox CEA, this leading wireless provider will leverage both existing and new interaction analysis to further improve operational efficiency, customer retention, revenue generation and customer satisfaction.

5 Ways Customer Experience Analytics Helps Overcome the Shortcomings of BI Tools

ClickFox News

In today's complex customer interaction environment, it's becoming increasingly more difficult to navigate through the corporate data jungle in order to find what you're really looking for. While companies have been constantly investing in customer interaction touch-points, they have neglected to truly understand their customers' needs. Companies have taken the seemingly easy route of analyzing customer interactions in silos and using BI tools to generate limited insight, rather than focusing on cross-channel customer behavior patterns, customer tendencies and the ability to understand customer intent.

The ClickFox Experience | Q3 Newsletter Published

ClickFox News

We just published our Q3 newsletter wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

How to Overcome BI Shortcomings: ClickFox

ClickFox News

Business intelligence solutions are vital tools to help organizations identify and respond to opportunities and issues. Yet according to Amir Dekel, who is director of marketing communications for customer experience analytics firm ClickFox, there is a marketplace perception that BI products are too complex, require a tremendous amount of time to setup properly and are usually very hard to use.

ClickFox Now Integrates with Greenplum Software to Analyze Customer Experiences

ClickFox News

Contact center analytics solutions are proving to be effective in reducing costs for the organization as they allow for greater depth of insight into the customer experience to create better retention. This helps to create greater opportunities for companies such as ClickFox and Greenplum. This integration will extend reach for both companies, delivering benefits to customers in the process.

ClickFox Partners with Greenplum

ClickFox News

ClickFox partnered and completed integration with Greenplum Software, the provider of Enterprise Data Cloud solutions for data warehousing and analytics. According to Anna Convery, CMO at ClickFox, the deal was the result of two initiatives: requests by customers and prospects to provide massive scalability and ClickFox's research and development strategy to expand technology and solutions by the integration of best-of-breed solutions. "[Our customers] will now have access to a solution that can scale rapidly to accommodate their customer experience analytics requirements," Convery writes in an email to Speech Technology. "Many of our customers are adding millions of interactions to their analysis and the ability to quickly and affordably accommodate their expansion needs means that we can deliver a time-to-insight unparalleled in the market"

ClickFox and Greenplum Partnership Drives Next-Generation Customer Experience Analytics Solution

ClickFox News

"One of ClickFox's top priorities is keeping the technology relevant so it exceeds customer needs," said William Hawley, chief operating officer (COO) of ClickFox. "Our integration to Greenplum reinforces that goal to provide highly optimized speed in processing customer behavior and cross-channel analytics. ClickFox currently processes over half a billion multi-channel customer interactions per month for some of the nation's largest businesses and service providers across industries, and this figure is expected to double in 2010. By giving our customers and partners access to the benefits of the ClickFox-Greenplum integration, we offer them the best of customer experience analytics combined with massively scalable, proven grid computing. Ultimately this translates into faster speed-to-intelligence and improved business operations."

Business Systems breaks into customer analytics market

ClickFox News

ClickFox is continuing to expand its international presence through increased sales channels. Through this partnership, ClickFox is furthering its commitment to support and enhance success with its EMEA-based customers, and this distribution partnership with Business Systems is a key example. With a firm footprint in multiple vertical markets, Business Systems will resell ClickFox solutions as part of its portfolio. "There is growing demand for customer experience analytics in EMEA," Richard Mill, managing director at Business Systems. "We envision tremendous potential to bring ClickFox's technology to our respective current and potential customer bases replicating those positive results in additional markets."

ClickFox and Business Systems Partner to Bring Customer Experience Analytics to EMEA Companies

ClickFox News

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, and Business Systems (U.K.) Ltd, U.K.'s largest and most established independent contact center specialist, today announced a partnership agreement and plans to market ClickFox's analytics software in Business Systems' suite of technology solutions. The companies are teaming up to address increased demand for customer experience analytics in Europe, the Middle East and Africa (EMEA). Their collaboration will address customer demand and adoption needs in order to provide the best solution based on technology, knowledge and deployment.

ClickFox and Business Systems Unite to Launch New Products and Services

ClickFox News

"ClickFox is a leader in customer experience analytics and Business Systems is known as the premier voice technology services organization in EMEA," said Ventana Research Vice President and Research Director for Customer and Contact Centers, Richard Snow. "This partnership will leverage their accomplishments at numerous U.S.- and EMEA-based companies to bring customer experience analytics within the reach of companies in EMEA. This will allow companies to address one of today's critical business issues - understanding the experience of their customers regardless of what channel they use to interact with the company."

The ClickFox Experience | Q2 Newsletter Published

ClickFox News

Our Q2 newsletter has been published and we wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

Ventana Research VP & Research Director Richard Snow Recommends ClickFox

ClickFox News

In a blog post published June 17th entitled "ClickFox Provides Visibility through Analytics on Customer Experience and Interactions" VP & Research Director Richard Snow recommends you take a look at what ClickFox can do to help you optimize the customer experience across channels.

DestinationCRM: ClickFox Analyzes the Customer Experience

ClickFox News

Key performance metrics and other contact center"“related statistics can sometimes cause number overload: Various metrics can be deemed critical -- ones that help improve operations, cut costs, or improve the overall customer experience. Looking to solve all three of these problems, Atlanta-based software company ClickFox has unveiled three business solutions based on customer experience analytics (CEA).

ClickFox CMO, Anna Convery, interviewed at SpeechTechnology Magazine

ClickFox News

Anna Convery, ClickFox CMO, was one of the executives interviewed by SpeechTechnology Magazine for the article "Taming the Multichannel Monster."

The ClickFox Experience | Quarterly Newsletter Published

ClickFox News

We just sent out our quarterly newsletter and wanted to share it with site visitors and blog readers as well. Feel free to share the link with your colleagues as well.

ClickFox CEO, Marco Pacelli, interviewed on CRM-Daily.com

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Mr. Pacelli gives his top tips to build and keep customer loyalty with CRM.

ClickFox mentioned in AtlanTech 2008 venture funding list

ClickFox News

AtlanTech focuses on the entrepreneurs who drive Atlanta's technology industry and the investors who fuel them. Written by Urvaksh Karkaria, AtlanTech has the scoop on technology deals who's raising how much, from whom and for what. The blog also focuses on trends that impact technology businesses in Atlanta and serves as a sounding board for the community.

Datamonitor Argues Virtues of Web 2.0 Technologies in Contact Centers

ClickFox News

According to independent market firm, Datamonitor, contact centers can utilize Web 2.0 technologies presented in such websites as Twitter to advance customer service efforts. Aphrodite Brinsmead, customer interaction technologies analyst at Datamonitor, examined this phenomenon and offered insight into current and future possibilities. Brinsmead also recommended that customer service analysis vendors such as ClickFox, SAS and SPSS find ways to use the information from social networking to help enterprises understand and analyze data from customers.

Local CRM Experts Share What'ss Hot, What's Not at TAG CRM Meeting

ClickFox News

Bruce Culbert, CEO, iSymmetry and Chairman/Co-Founder, myCRMcareer, will join fellow panelists Anna Convery, CMO ClickFox and Mark Storm, Regional VP, salesforce.com, to discuss What's Hot and What's Not at the upcoming "State of the CRM Industry" meeting.

Breaking down the barriers to customer experience measurement

ClickFox News

Whilst many organisations have a strong desire to improve their customers' experience, they are hampered by barriers to effective measurement. But the latest wave of customer experience analytics may clear the way.

ClickFox Takes Customer Experience Analytics Beyond the Contact Center

ClickFox News

When people talk about the customer experience and customer satisfaction, they should be referring to the complete picture, from the moment a customer first enters a retail outlet or online market, not merely the contact with a call center agent or IVR system. Certainly, contact center activity is critical, but it's also directly related to other previous engagements, and that's what businesses need to be able to understand in order to truly understand the customer experience.

ClickFox and FDS Networks Group Continue to Build Customer Demand in China

ClickFox News

As more and more leading companies recognize the value of understanding their customers and begin to look for help on gaining valuable insight to the customer experience, ClickFox and FDS are there to offer the solutions companies need.

Talisma Adds Deep Analytics to Offering

ClickFox News

Talisma provides customer interaction management software to a variety of businesses, with a heavy focus on clients in the financial industry. The company will now offer ClickFox's analytics software as an optional addition to its platform.

A Sly Partnership for ClickFox and Talisma

ClickFox News

A new integration between Talisma Corp. and ClickFox will bring analytics to bear on the customer experience.

Talisma and ClickFox Enhance Customer Interactions with Intelligent Analytics

ClickFox News

TalismaÂ® Corporation, the leading Customer Interaction Management (CIM) software solution provider, today announced a partnership with ClickFox to provide an integrated solution with the Talisma CIM Suite and the ClickFox CBI software.

ClickFox and Wipro Partnership Announced

ClickFox News

This partnership combines Wipro's delivering technology and business process models with Atlanta-based ClickFox's customer behavior intelligence and analytics. Officials from both firms describe the joint offering as a "total view" of customer behavior.

ClickFox, Wipro Sign Partnership Deal

ClickFox News

This new relationship is expected to improve ClickFox's ability to deliver on Customer Experience and Behavior Analytics technology. ClickFox's product records customers' step"“by"“step behavior in and across self"“service systems, such as voice and speech"“enabled IVRs, CTI, Web, kiosks, wireless devices, and CRM applications.

ClickFox, Inc. Links With Wipro Limited

ClickFox News

ClickFox, Inc. today announced that it has signed a business partnership agreement with Wipro Limited. Wipro's industry leading end"“to"“end solutions in call centers and contact centers brings a cutting edge to this partnership.

Do the Right Thing: Gain the Customer Experience Advantage Over CRM

ClickFox News

The ultimate challenge for CEM is to produce an analysis of a customer's entire history and current interactions, encompassing all communication channels. Clickfox has developed tools that take data from many different communication sources and attribute them to particular customers.

Throw Open the Doors for Senior Management to Behold the Customer-Centric Approach to Your Center

ClickFox News

How well do we really know our customers? With corporations investing hundreds of millions each year to improve the customer experience, management seems to have forgotten the main issue: serving the customer!

ClickFox, Inc. Extends Integration with the Genesys Product Suite to Improve the Customer Experience Across the Web and Contact Center

ClickFox News

In a follow-up to the Genesys/ClickFox recent technology partnership announcement, ClickFox, Inc today announced it has completed the advanced integration of the ClickFox Customer Behavior Intelligence (CBI) solution to the Genesys product suite.

Genesys and ClickFox Improve Customer Experience With Analytics and Customer Behavior Intelligence

ClickFox News

Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company, and ClickFox today announced they have integrated the Genesys 7.5 customer interaction management suite with ClickFox's Customer Behavior Intelligence (CBI) software and Genesys will begin reselling ClickFox software.

Billing World Talks to ClickFox about "The Journey from Analytics to BI"

ClickFox News

After spending millions of dollars on enormous ERP, CRM and data warehousing initiatives, executives are left with the same problem, as monolithic data stores and departments remain in silos each with its own view of customer, product, and network data and processes.

ClickFox on CRM Talk Radio

ClickFox News

CRM Talk Radio talks with Michael Chavez, VP of Marketing at ClickFox, about customer interaction in and across your systems. Use the links below to listen to each part of the radio show.

Service With A Smile, Really

ClickFox News

Enter ClickFox, an Atlanta-based start-up that is dedicated to bringing bailout numbers down by helping companies fine-tune their voice-response systems to meet their customers' needs.

E-billing Enriches End User Experience

ClickFox News

The e-bill has matured from just another payment option into something that strikes deep at the heart of customer retention and satisfaction.

Finding a Clear Voice in IVR

ClickFox News

As organizations become larger and more complex, providing that "personal connection" with callers becomes more and more challenging.

It's True: Your Customer Can Love Your IVR (Or At Least Be Good Friends)

ClickFox News

As organizations become larger and more complex, providing that 'personal connection' with customers becomes more and more challenging.

Behind the Scenes at the Contact Center

ClickFox News

Because the contact center is such a huge cost for service providers, many are trying to trim those costs and streamline their operations.

Put Your Customers On Their Best Behavior

ClickFox News

Self-service is only useful if customers can successfully solve their own issues. Enter ClickFox.

Behavioral Intelligence For Self-Service Applications

ClickFox News

When your customers have a technical problem, they expect to get an answer right away—regardless of the time of day.

Optimizing the Customer's Speech Experience

ClickFox News

Contact Center World highlights ClickFox founder Dr. Tal Cohen as he discusses using Customer Behavior Intelligence to improve speech recognition initiatives in "Optimizing the Customer's Speech Experience".

Scaffolding the Gorge

ClickFox News

TMCnet describes how ClickFox's new Customer Behavior Intelligence suite helps businesses traverse the gap between the results of their current methods and the demands of the new marketplace.

ClickFox, E.piphany Promise Better CRM

ClickFox News

eWeek reports on ClickFox's Customer Behavior Intelligence vision.

The New Customer Behavior Intelligence Solution

ClickFox News

ClickFox unveiled its new Customer Behavior Intelligence solution suite, designed to model, measure and improve self-service applications.

ClickFox Customer Behavior Intelligence Suite

ClickFox News

ClickFox Customer Behavior Intelligence suite allows businesses and government organizations to translate complex customer interactions across a variety of self-service applications including, interactive voice response (IVR) systems, speech recognition, Web applications, customer relationship management (CRM), interactive kiosks and mobile devices.

Android and BlackBerry tie up carrier support lines

ClickFox News

A survey by a company that studies consumer experiences shows that wireless carrier support lines spend more time answering calls from people owning smartphones running Android and BlackBerry operating systems than those owning iPhones running Apple iOS. The study by ClickFox isn’t an indictment of the quality of Android or BlackBerry phones versus iPhones, but the company recommends that carriers improve customer support at the point of sale, online and on the phone.