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

    Forbes.com - Dan Woods, CTO and editor of CITO Research

    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

    Forbes.com - Dan Woods

    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

    1to1 Media - Mila D'Antonio

    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

    Call Center Times - ClickFox

    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

    CITO Research - Dan Woods

    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'

    The CMO Site - Jake Widman, Contributing Writer, CMO.com

    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

    IT Knowledge Exchange Techtarget - Rosemary Cafasso

    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.

    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.”

  • Getting More Customer Love With Analytics

    The CMO Site - Robert Strickland, President, Strickland Consulting LLC; former CIO at T-Mobile

    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

    11-11-2011

    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...

  • Infographic: Mobile Apps and Customer Engagement

    ReadWriteWeb - Joe Brockmeier

    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

    11-8-2011

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

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

  • ClickFox Helps Guide Evolution of Customer Experience

    TMCnet - Anuradha Shukla

    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

    Business Insider - Marco Pacelli

    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

    10-17-2011

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

    Global Trade Group Formed By Industry Experts Bruce Temkin and Jeanne Bliss Provides Members

    With Extensive Research, Education, and Networking Opportunities

  • Big-Data Success Stories: ClickFox

    Wall Street Journal - Scott Denne

    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

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