ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

Marketing’s Role In The Customer Experience Ecosystem

We’ve all done it: called a company about a product or service only to navigate through an endless voice system. Perhaps after that we fired off an email to customer service and then we got online…

Mobile applications are slowly taking over our lives. To understand how consumers are using apps for customer service, we'd like you to participate in a survey that we're conducting. We're trying to understand usage, preferences and perceptions of mobile applications for customer service and engagement.

Take our 2-minute survey and we'll enter you in a drawing for a chance to win an iPad 2! We're going to…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

“What is Customer Satisfaction—Really?”

High customer satisfaction translates to customer loyalty, and loyalty is one of the biggest drivers of corporate growth. Let’s face it – customer satisfaction is at an all-time low in our country. So, what exactly is going on?

For…

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…

In the latest  CEA ⁱ customer experience industry research, ClickFox examined behaviors in customer identification (authentication) during web and phone self-service interactions for more than 300 million consumers in the financial services, telecom, utility and insurance industries. Analysis revealed insight into the following:

• How do authentication rates vary across industries?
• What are the best methods of identifying customers?
• How does authentication impact operations…

Aberdeen Group notes that 29% of all dispatches and truck rolls are for issues that could be resolved without deploying onsite support… Reducing avoidable and repeat dispatches has an immediate impact on your operations costs, but it also drives dramatic, measurable improvements to customer satisfaction, loyalty and profitability. Leading cable and utility companies are applying customer experience analytics (CEA) to connect data from CRM systems, call centers, scheduling/dispatch tools and mobile field devices with outcomes like…

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:…

We've created a quick 4 minute video demo to give you a glimpse into the capabilities of ClickFox Pulse , the only product of it's kind that features fully customizable executive dashboard reports that visually display customer experience trends and key performance metrics across channels. Users can monitor and track the metrics that are most important to their role or business and executives can quickly and easily monitor changes in metrics like self-service…

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…

Here's your chance to meet us in person. ClickFox will be at SpeechTEK , the premier speech technology conference and exhibition, August 2 – 4 in New York. Attendees can visit ClickFox in Booth #609 to see the latest developments at ClickFox, including groundbreaking products, industry research , and multi-million dollar customer success stories. ClickFox will debut their latest solution, ClickFox Pulse , the first executive dashboard application for customer…