Download Library

Oct 8, 2008 | Utility

A Fortune 500 natural gas distributor currently serves over 2 million customers in multiple states, growing its customer base dramatically over the last couple of years. A key challenge facing this utility is to match a commitment to customer service satisfaction while maintaining their reputation as one of the most efficient natural gas distribution companies in the United States.  Download

Oct 1, 2008 | Financial

One of the world's largest financial institutions serves individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk-management products and services. They are top-tier globally in terms of deposits, assets and debit and credit cards, serving millions of consumers and businesses, guided by a corporate mission to provide unmatched customer convenience.  Download

1 Oct 2008 | Financiera

Una de las instituciones financieras más grandes del mundo proporciona una gama completa de productos y servicios bancarios, de inversión, administración de activos y gestión de riesgo a consumidores individuales, pequeñas y medianas empresas y grandes corporativos . Son líderes mundiales en depósitos, gestión de activos y tarjetas de crédito y débito, y atienden a millones de consumidores y negocios, bajo la misión corporativa de ofrecer la máxima conveniencia al cliente.  Descargar

Nov, 2008 | Telco

One of the most popular prepaid wireless brands in the US was searching for a way to reduce live agent support by providing more effective voice self-care options. Customer care management was interested in the ability to monitor changes in customer behavior and gain actionable insights and recommendations on next steps to increase self-service completion rates and reduce costly, live agent support. In 2006, the company chose ClickFox Customer Experience Analytics (CEA) on-demand solution to provide a visual view and baseline understanding of what callers were actually doing when they called into the Interactive Voice Response (IVR) system for sales and support issues. Today the wireless brand's customer interaction data is fed into ClickFox software and then modeled and mapped allowing visibility into customer behavior patterns previously not available to the company in such a visual and systematic manner.  Download

ClickFox Customer Experience Analytics (CEA) enables the enterprise to analyze any customer interaction at and across multiple interaction touch-points. ClickFox CEA is platform, channel and technology independent and delivers a true total customer experience view, within and across all self service, contact center, retail and other channels.  Download

The IVR is an important gateway to the customer experience with the entire enterprise. ClickFox's analytics methodologies have been traditionally deployed for IVR systems with much success. By utilizing ClickFox's unique capabilities, an enterprise can and will improve their IVR strategy and see immediate results. Self service systems and IVRs in particular, have traditionally had very limited visibility into the customer experiences, choices and behaviors. ClickFox unveils the inner working of these systems and allows step-by-step analysis and improvement.  Download

ClickFox enables the enterprise to fully understand service from the customer's perspective. The true customer experience is a multidimensional experience threading through and across all touch points an enterprise offers their customers. Retail store, kiosk, ATM, Web, wireless, email, chat and telephone touch points are opportunities for insight and a holistic view of the customer's experience. Through this multichannel experience, the customer defines their service experience.  Download

Customer satisfaction (CSAT), the measure of how products and services supplied by a company meet or surpass customer expectations, is a key performance indicator within the enterprise and in a competitive marketplace. Yet, CSAT is often an ambiguous and abstract concept because the actual manifestation of satisfaction levels varies widely across consumer populations and product segmentations. . According to a recent Forrester Research report ("The Customer Experience Journey" by Bruce Temkin, Sept. 17, 2008), good customer experience has a high correlation to customer loyalty across virtually every industry vertical. The same report noted that, based on their surveys, customers are currently not satisfied with company interactions. Of all the different interaction channels (from in-person, to live phone agents, web and e-mail) the lowest level of customer satisfaction was related to phone-self service (IVR).

The following whitepaper explains real world customer satisfaction issues and shows how ClickFox CEA addresses such things as:

• What experiences lead to high/low CSAT scores?
• What were the reasons for a poor or favorable survey score?
• What behaviors need to be encouraged or discouraged that will favorably impact CSAT scores?
• How can CSAT be improved?

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Nov 6, 2008

What you can't see and don't know can hurt your business. Do you really know what customers are experiencing and why they are behaving as they do as they move through your multiple self-service channels and interactive touch points? Are self-service rates too low and transfer rates too high? Know why? How to improve? This business-level briefing will discuss the imperative of going beyond traditional metrics to get to the why of customer behavior using Customer Experience Analytics which delivers visual, holistic, actionable customer experience insight across all self-service contact center, Web and retail channels.  Download

Dec 11, 2008

There's no question about it: It's a tough time to be in business today. As companies tighten their belts and budgets, executives are forced to cut excess and prudently invest only in mission-critical projects with proven, hard ROI. In short, successfully weathering the storm means getting back to basics and that means renewing your focus on what really matters:- delivering an exceptional customer experience; running lean, highly efficient operations; creating market-differentiating products and services.

History has shown that in times of crisis, the winners and losers are separated not by how much they were able to slash costs, but rather by intelligently investing to build their competitive advantage. Instead of only focusing on retaining customers, they also look to attract and win new ones.

Are you using Customer Experience Analytics to help your enterprise adopt Experience-Based Differentiation measures to gain a competitive advantage? How would you describe your approach to customer experience? What are your obstacles to delivering an overall better customer experience? Are you obsessing about customer needs instead of product features? (Hint: You should be).

Join us as we invite Bruce Temkin of Forrester Research to explain how enterprises are heading down the path towards Experience-Based Differentiation (EBD) and embarking on the long journey to eventually embed EBD in their corporate culture. Bruce will dive into lessons learned from Fortune 500 companies who are differentiating themselves from their competition every day.  Download