ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

Is Social Media Just Another Customer Service Interaction Silo?

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…

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

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Last week we started up #FrustrationFridays, a weekly Twitter meme and column where we share some of the worst customer experience stories we received in our Customer Tipping Point Survey . Here are some more horror stories and our Customer Experience takeaways:

For 4 continuous years, I was a customer of this large phone company for my landline under the same price plan. A couple of their reps came home proposing us to change to…

There are so many terrific blogs related to customer experience that we decided to add a monthly update to our blogroll with some of the stand-outs. Here are our recommendations for April 2010: 1. Service Untitled (Various Authors): Service Untitled is a leading blog on customer service and the customer service experience. Through multiple posts a week, the writers behind Service Untitled write about how customer service can help set a company apart from…

There are so many terrific blogs related to customer experience that we decided to add a monthly update to our blogroll with some of the stand-outs. Here are our recommendations for March 2010: 1. Think Customers: The 1to1 Blog - Written by the editors of 1to1 Magazine , this blog main focuses are customer experience and the concept and applications of customer loyalty. 2. The Perfect Customer Experience - Written…

We've added a few links on the right hand side of the blog and wanted to point them out to our readers. They are in alphabetical order and here's a short description of each one: Customer Experience Matrix - Written by David Raab, a consultant specializing in marketing technology and analysis, this blog presents information about technologies and business issues that help your organization make the most of every customer interaction. Customer Experience Matters…

ClickFox today released a  free interactive Customer Experience ROI Calculator and we invite everyone to try it out. Focused mostly on operational efficiency, this real world calculator was designed based on previous engagements with leading, world-class organizations across several industries. These companies have already realized millions of dollars in cost savings by identifying ways to serve their customers more efficiently across different interaction channels. We tried to keep it as simple as possible and…

I just couldn't resist the pun in the title of this post. As some of you may have already read in other places, Datamonitor associate analyst Aphrodite Brinsmead has published an article about Twitter and Google as customer service tools in which she says:

The current business environment consists of a struggling economy, in which customer acquisition is challenging, while consumers are increasingly sharing information on the web. These…