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…

I had an interesting conversation the other day with a colleague who works for one of the largest airlines in the world and we talked about a recent incident that was widely publicized and made them look really bad. He told me there was nothing they could have done to prevent it, so I asked if there was a way to prevent it from happening again, to which he said…

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…

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…

ClickFox , the pioneering leader of  customer experience analytics (CEA) software and solutions, and  Next IT , a leader in the design and implementation of natural language, self-service technology for businesses and organizations, today announced a partnership to redefine customer service through technology. Next IT will use ClickFox's CEA to understand how customers interact with Virtual Experts, to optimize Virtual Expert performance and measure the overall user experience.

"By…

ClickFox CEO, Marco Pacelli, contributed an article on Bloomberg/BusinessWeek that gives companies a few tips on how to avoid the mistakes found in our recent customer tipping point survey . In our survey, the top three responses when customers were asked what makes their blood boil were:

• Speaking with multiple agents and starting over every time.
• Dealing with rude or inexperienced representatives or service technicians.
• …

1to1 Media has published an article by ClickFox CMO, Anna Convery, on the topic of self-service. Here's a short preview: Self-service heaven is easily achieved by adhering to five golden rules:

1. Analyze the entire consumer experience across all channels
2. Understand that channel performance metrics are often misleading and  not indicative of self-service success
3. Upstream and downstream channel interactions may tell us more about the root cause of…

ClickFox is proud to announce the launch of Customer Experience Analytics Insight (CEA ⁱ ) , a new industry research service to map the complete customer experience and identify the greatest opportunity for improvement across interaction channels and key points of service:

• Rooted in analytics engine of 240 million monthly customer interactions, industry research pinpoints customer behavior trends and best practices
• Findings reveal biggest opportunity is…