We wanted to let everyone know that we'll be attending and exhibiting at Forrester's Customer Experience Forum 2012 East, “Outside In: The Power of Putting Customers at the Center of Your Business,” on June 26-27 in New York. The team will demo how the new Version 6.4 of its ClickFox Customer Experience Analytics (CEA) platform enables organizations to analyze data from all customer touch points and provides a roadmap of each customer's…

We wanted to share a fantastic complimentary case study from Gartner on how Sprint's holistic voice of the customer (VoC) program helped it improve customer satisfaction, accelerating it from last place to first in several major satisfaction rankings. Gartner highlights the best practices that customer experience executives can use to improve their VoC initiatives. See why ClickFox was mentioned in the report.

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One of the benefits of having an interaction cloud with billions of customer behavior patterns is that we can aggregate it to find interesting stories. This infographic illustrates variations in customer behavior across the US for nationwide wireless providers – analysis revealed that customer in some states are more likely to contact their provider more than once, driving up service costs for the organization.

Do you agree with this…

As a reflection of its recognition of the importance of customer experience management, ClickFox has joined the CXPA as a Corporate Member of the growing association.

The CXPA supports the professional development of its members and advances the field by providing research and education, establishing standards, offering networking and career opportunities, promoting the industry, and creating a better understanding of the customer experience discipline.

“ClickFox has been a…

It's been a few months since our previous post about voice of the customer programs being inadequate indicators of customer experience in general and customer satisfaction in particular. Recently we came up with some additional data about this topic that we thought would be important to share with our readers.

During a recent analysis for one of our large customers who is adamant on using VoC programs…

E Source , a provider of independent research, advisory, and information services to utilities, major energy users, and other key players in the retail energy marketplace, recently released its  2011 Review of North American Electric and Gas Company IVRs and 3 of the top 7 ranked utilities are leveraging ClickFox customer experience analytics to optimize IVR effectiveness and increase self-service success. One top-ranked provider  increased IVR containment from 30% to 70% with…

This week, Carl Lyon, Discussion Chairman for The QoE (Quality of Experience), a forum designed to foster collaboration and best practice-sharing within the customer experience industry, met with ClickFox experts in Denver to exchange insights on customer experience trends, measurement and business impact in the modern age. The QoE brings together senior executives from large organizations to explore the issues and address the challenges involved in delivering exceptional customer and…

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…

Working with some of our customers, we (and they) see previously unimaginable results. I’m not only talking about hundreds of millions of dollars in new revenue and costs savings. I’m talking about huge gains in customer satisfaction scores and mainstream, objective recognition by the likes of  ACSI  and JD Powers  as well as praise by industry analysts (Gartner, Forrester, etc). But then along come some other reports like the annual “MSN Hall of…