A few weeks ago, Rob Strickland (Former CIO of T-Mobile and ClickFox advisory board member) sat down for an interview with siliconANGLE TV at EMC World in Las Vegas to discuss, among other things, ClickFox and customer experience analytics. We’ve isolated two particularly powerful snippets from Rob’s interview, each about a minute long, that succinctly describes why customer experience and analytics are so important in today’s enterprise and how ClickFox is addressing the most critical business…

We’ve been busy lately, building a team of top sales talent from software giants Oracle, SAP, IBM, Salesforce.com and others to address the growing need among the Fortune 500 for better customer intelligence tools to improve service and streamline business.

The new hires, attracted to the ClickFox solution and market opportunity over the past six months, comprise a powerful direct sales team to help clients analyze and solve the growing challenges in an increasingly complex customer…

ClickFox today announced that it has signed a multi-year contract with a leading energy company to analyze and improve the complete, cross-channel customer experience. Serving more than 4 million consumers, the organization will leverage CEA to track and analyze customer behavior across channels, including Web, IVR, and call center agent interactions from a central marketing data warehouse to identify ways to optimize self-service, reduce customer frustration, and improve first contact resolution. Marco Pacelli, ClickFox's CEO says:…

Bob Thompson, founder and CEO of CustomerThink, recently interviewed the VP of Customer Experience at Sprint and mentioned ClickFox's part in helping understand the complete cross-channel experience during the interview. It's an interesting interview that touches on how large organizations are embracing customer experience at the executive level and what impact customer experience analytics has on operational efficiency, customer satisfaction and churn rates. Interview topics include (from CustomerThink): Role and empowerment of VP of Customer…

There's been some recent media coverage of ClickFox that we wanted to share with our blog readers. First off, we had a great time at SpeechTEK 2010, participated in a couple of panels and presentation and met some interesting attendants at the exhibit hall and the networking event. Our VP of Business Development was interviewed on BnetTV.com and you can view that video here :  Next up is a fantastic article in Contact…

Summer is a usually the time when horror movies hit the theaters. With #FrustrationFridays, a weekly Twitter meme and blog column we share some of the worst customer experience nightmares we received in our Customer Tipping Point Survey . Here are a few more horror stories and our Customer Experience takeaways:

I was having problems downloading a ring tone to my son's cell phone from the web…

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,…

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…

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…