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…

Harvard Business School professor Ranjay Gulati, an expert on leadership, strategy, and organizational issues in firms, recently engaged in a Q&A sessions where he discussed how companies can become more customer-centric. He explains why companies with an outside-in perspective aim to provide solutions for customers, while those with an inside-out orientation, on the other hand, just focus on products, sales, and the organization. In his new book 'Reorganize for Resilience: Putting Customers at the Center of…

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…

Register NOW! Understand your Customers as Individuals, Not Individual Transactions – Featuring Bruce Temkin Thursday, March 18 ^th 1:00 pm EST Forrester analyst Bruce Temkin estimates that customer experience quality could cause swings of $242 million for a large bank and $184 million for a large retailer, but also notes that one of the biggest challenges to success is a lack of cooperation across the organization. Chances are, you already know how customers…