ClickFox 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 all contact center consumer touch points – contact center self-service channels, call routing, agent interaction  and agent performance, email and chat. Says ClickFox CEO, Marco Pacelli:

“Progressive, forward-thinking companies like this one are already realizing the extraordinary value of the cross-channel approach to customer interaction analytics. Most organizations are still…

The webinar we hosted last week with Forrester Analyst Bruce Temkin was a huge success. We got many interesting questions and decided to post some of them along with our answers here on the blog. You can view a replay of the webinar by registering here . Q: ­Does Clickfox have the ability to track metrics for ATMs or other kiosk-type portals? A: ­Yes. ClickFox can use system logs from any device, such as…

We had a fantastic turnout yesterday for our webinar titled " Understand Your Customers as Individuals, Not Individual Transaction " in which Bruce Temkin of Forrester and ClickFox CMO, Anna Convery, discussed how best-in-class companies are applying a cross-channel approach to customer experience. To view the replay of the event, click here . We are currently compiling the questions from the event's Q&A session and will share them separately in a future…

ClickFox CMO, 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…

As consumers, we have high expectations of companies we choose to give our business. Sometimes we want a personal touch – other times we just want the fastest way to an answer or action. Please take our simple 2-minute survey to tell us your preferred method of interacting with organizations and institutions, as a customer. Simply provide us with your email address at the end of the survey, and you'll receive:

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ClickFox and Merced Systems 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. Says, ClickFox CEO, Marco Pacelli:

"In our customer base and in the overall marketplace we are seeing increased demand to quickly and efficiently provide data…

Customer Experience Matters (Bruce Temkin) Customer Experience Matrix (David Raab) Customers Rock! (Becky Carroll) CustomerThink (Various Authors) Think Customers: The 1to1 Blog (1to1 Magazine Editors) The Perfect Customer Experience (Dale Wolf) Customer Experience Crossroads (Susan Abott) Service Untitled (Various Authors) Michael Maoz (Gartner Blog Network) PGreenblog (Paul Greenberg) Know any other great customer experience blogs? Let us…

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…

CustomerThink has published a post by ClickFox's CEO, Marco Pacelli, titled "Get Past the Yes Man."

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…

CRM Magazine today released their choices for The 2010 CRM Service Awards and ClickFox has been recognized with the Rising Star Award. The editors of CRM Magazine explain that the CRM Service Awards are designed to remind us that technology plays a critical role in the customer experience. Even in those rare moments when we do have choice, we’d better also have the benefit of information, lest we…