News & Events
Get Past the Yes Man
Mar 4, 2010
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 ‘em 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.
The 2010 CRM Service Awards: Rising Stars -- ClickFox (the Quick Fox)
Mar 1, 2010
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?
Feb 22, 2010
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
Jan 27, 2010
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.
Are Saying... " We focused our analysis primarily on our IVR and self-service applications…within the first month, we discovered and corrected an issue with our routing system that resulted in a 7% increase in self-service usage…representing a cost savings of nearly $7 million annually. "
- VP, Call Center Technology at a Leading Health Insurance Organization