On Tuesday , ClickFox's customer, Sprint, received the prestigious Gartner & 1to1 Media Gold CRM Excellence Award for outstanding customer strategies that produce impressive business results. Below is an excerpt from 1to1 Media's Customer Centricity Wins article titled "Sprint Nextel’s Leadership Makes Customer Experience a Top Priority." The article goes into further detail about how the telecommunications company has improved retention and service levels while cutting costs:

Partnering with ClickFox, Sprint began to analyze…

Sprint was recognized today for their enterprise-wide vision and commitment to the customer experience as the Gold winner of the 2010 Gartner & 1to1 Media Customer Relationship Management Excellence Award in the Customer Experience category. These awards highlight innovative companies that impact value through their customer relationship strategy and demonstrate excellence in delivering the customer experience. Sprint leverages ClickFox CEA to analyze customer experience behavior trends across interaction channels, including retail stores,…

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…

"The ClickFox Experience," our quarterly newsletter was sent out to subscribers earlier today and contains information about the following items:

• Latest ClickFox News
• ClickFox's Webinar Series
• Did You Know?
• R&D Team Publishes Agile Development Book
• CEA i and Survey Results
• Upcoming Events - SpeechTEK 2010
• Free Downloads

If you aren't…

As customer experience becomes more strategic in today’s enterprise, ClickFox Pulse answers the demand for executives to gain direct, easy access to key customer experience metrics and insight, enabling them to keep their finger on the ‘pulse’ of their customer and their business. Pulse draws on ClickFox’s unique ability to unify the customer experience by leveraging data from all customer interaction channels, including: retail, Web, IVR, call center, email, chat and mobile/SMS applications. Powered…

Today we announced the release of a new book being published July 7 ^th , Agile Development and Business Goals: The Six Week Solution . The book is authored by Bill Holtsnider, Joseph Gee, George Stragand and Tom Wheeler; four of the company’s visionary software developers behind the pioneering customer experience analytics (CEA) software and solutions. The book goes beyond theory and academia to offer a practical guide for aligning…

We've had such an overwhelming response to our Customer Tipping Point Survey that we couldn't include all the open ended answers in the survey results. Christina Tynan-Wood over at InfoWorld's Grip Line blog has a couple of great posts ( 1 , 2 ) on the topic as well. This topic seems to always touch a nerve with customers and the…

We're pleased to announce the addition of Rob Strickland , Senior Consultant to Amdocs, Ltd, to our customer advisory board. The ClickFox advisory board is comprised of progressive executives from leading, world-class organizations in financial services, telecom, utility and insurance, who share a mission to improve and optimize the complete, cross-channel customer experience. Marco Pacelli, ClickFox CEO, says:

“ClickFox will leverage Rob's extensive experience and innovative vision for our growing advisory board. His expertise and…

Last week, during our webinar ' What Consumers Really Want ', we shared the results from our recent survey about customer tipping points . Overall, the findings point to the powerful relationship between customer experience and revenue and highlight a critical need for companies to stop looking at service operations as cost centers, and instead view every interaction as an…

The report , which describes ClickFox as the “most prominent” vendor in the contact center market, notes that consumer behavior is changing with the emergence of newer service channels like web and mobile: “The rapid uptake of web-based collaboration tools such as social media make understanding customer behavior across all channels a crucial part of the effort to provide stellar customer experiences.” Ovum analyst, Aphrodite Brinsmead, also notes that “A greater number of customer…