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…

Customer retention is a top priority for most companies, especially in highly competitive industries, like insurance or travel. I wanted to share a quick example that demonstrates how a company can be completely blind to the events leading to customer churn. In this case we're talking about an insurance company that I've been a loyal customer of for the past 5 years.

One of the websites I use to…

ClickFox today announced that it achieved record growth in 2010, with a collective customer cost savings totaling billions to date. ClickFox CEA currently analyzes nearly one billion customer interactions per month across retail stores, web sites, call centers, chat, mobile applications and more from the nation's largest banks, wireless telcos, and utility and insurance providers serving nearly 300 million consumers.

"With each additional customer added and more sophisticated deployments involving emerging channels like social media…