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  • ClickFox podcast interview live on EM360 website

    4-24-2013

     


    Expert discussion on consumer experience analytics live on enterpisemanagement360.com

    Summary: ClickFox podcast interview live on EM360° website

    Enterprise Management 360° (EM360°), the thought leadership resource for IT executives, has published its exclusive interview with Clickfox on their customer experience analytics solution, available to listen on enterprisemanagement360.com.

  • ClickFox Survey Reveals Apple Leads in Customer Loyalty Second Year in a Row

    4-9-2013

    ATLANTA, GA, ClickFox, the pioneering leader in customer experience analytics, today announced findings from its second brand loyalty survey.

  • Consumers Pick eCommerce for Better Customer Service

    Yahoo! Small Business Advisor - Beth Longware

    A recent study conducted by ClickFox, dealing specifically with holiday buying plans, reveals that customers favor online customer service and associate negative experiences with in-store and call center service representatives. Unless a unique shopping experience is emphasized, merchants who primarily deal with customers directly risk losing sales to their online counterparts.

  • Best Practices Mapping Customer Experience Using Data

    Silicon Angle - Jeff Gossman


    Who do you love? On social media, the answer seems to be Starbucks.
    The ubiquitous coffee house chain is the "most loved" of 3,400 food and restaurant brands, according to an analysis of social media sentiment in the first half of 2012 conducted by Digital CoCo, a marketing agency.
    Despite being satirized by everyone from Mike Myers as Austin Powers to your cousin's blog, Starbucks routinely scores at the top of the list among all consumer brands, not just food and beverage brands.
    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.
    “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Grossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

    It is only February but imprortant that the C-Suite collaborates now to learn from this recent holiday rush and look forward already for how they will improve in execution in 2013.  These data best practices provide a blue print in how organizations can better prepare using customer touch point data in new and improved ways.

  • ClickFox Analysis Points to Increasing Complexity in Measuring Customer Experience

    2-7-2013

    ATLANTA, Feb 7, 2013 – ClickFox, the pioneering leader in customer experience analytics, today announced a record year in analyzing 17.6 billion customer journeys.

  • Amazon, Best Buy Provide Best Holiday Customer Service Says ClickFox Poll

    11-20-2012

    ClickFox, the pioneering leader in customer experience analytics, today announced the results of a consumer survey auditing customer service experience and purchase behavior during the busy holiday buying season. The results showed a correlation between favoring online customer service and...

  • Major Financial Institution Selects ClickFox to Provide Cross Channel Customer Experience Analytics to Improve Service Delivery and Lift Net Promoter Scores

    11-8-2012

    ClickFox, the pioneering leader in experience analytics, today announced it has secured a new customer in the banking and financial services industry. The Credit Card Division of the company will use ClickFox's Customer Experience Analytics (CEA) platform to integrate customer...

  • Using Customer Service to Build Loyalty

    Proformative


    Who do you love? On social media, the answer seems to be Starbucks.
    The ubiquitous coffee house chain is the "most loved" of 3,400 food and restaurant brands, according to an analysis of social media sentiment in the first half of 2012 conducted by Digital CoCo, a marketing agency.
    Despite being satirized by everyone from Mike Myers as Austin Powers to your cousin's blog, Starbucks routinely scores at the top of the list among all consumer brands, not just food and beverage brands.
    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.
    “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Grossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

    Product quality and service drive loyalty:  A survey by Clickfox found that product quality and customer service were the most important factors to gaining consumer trust. Quickly resolving issues and going beyond customers' expectations may encourage repeat business from patrons, but it in many cases, businesses need to go further than that. Smart Company notes that all organizations are trying to deliver good service, which makes it difficult for it to be a differentiating factor.

  • Leading Provider of Digital Entertainment Turns to ClickFox to Map Customer Journeys, Ingesting Millions of Customer Interactions into Customer Experience Analytics Platform

    10-10-2012

    ClickFox, the pioneering leader in experience analytics, today announced it has secured a new customer in the digital entertainment services industry. The company will utilize the ClickFox customer experience analytics (CEA) platform to gain a 360-degree view into their customers’...

  • Alteryx, IBM, ClickFox Highlight Need for Data Management Tools

    Slashdot - Michael Vizard


    Who do you love? On social media, the answer seems to be Starbucks.
    The ubiquitous coffee house chain is the "most loved" of 3,400 food and restaurant brands, according to an analysis of social media sentiment in the first half of 2012 conducted by Digital CoCo, a marketing agency.
    Despite being satirized by everyone from Mike Myers as Austin Powers to your cousin's blog, Starbucks routinely scores at the top of the list among all consumer brands, not just food and beverage brands.
    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.
    “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Grossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

    Data management—especially when the data in question grows to epic proportions—remains a top goal of analysts and CIOs. In order to fulfill that need, some IT vendors have begun embedding tools into their software offerings that automate data management.

    ClickFox, for example, manages Big Data on behalf of customers who want to invoke its customer experience management application in the cloud. According to Jeff Gossman, vice president of product management, the company provides a service overlay on top of datasets that makes all that information more accessible to business users. “ClickFox does all the heavy lifting,” Gossman said, “because the shortage of data scientists has become a bottleneck.”

  • ClickFox Enables Richer Data Analysis by ingesting speech and text data from vendors such as Nexidia, Nice, Verint, Clarabridge and SAS into the ClickFox CEA Platform

    9-20-2012

    Give us your speech and text analytics data; CEA will triple its value!

    ClickFox, the pioneering leader in customer experience analytics, has seen increased interest from customers extending the scope of the company’s proprietary ClickFox CEA software to include speech and text analytics vendors data sets. One of the top 3 banks as well as a top cable provider have added their vendor speech and text analytics data to the CEA system to provider a higher level of accuracy in their speech analytics. These data insights can come from various vendors such as Nexidia, Nice, Verint, Clarabridge and SAS, and from diverse interaction channels such as web, email, chat, IVR agent records and social commentary

    Give us your speech and text analytics data; CEA will triple its value!
    ClickFox, the pioneering leader in customer experience analytics, has seen increased interest from customers extending the scope of the company’s proprietary ClickFox CEA software to include speech and text analytics vendors data sets. One of the top 3 banks as well as a top cable provider have added their vendor speech and text analytics data to the CEA system to provider a higher level of accuracy in their speech analytics. These data insights can come from various vendors such as Nexidia, Nice, Verint, Clarabridge and SAS, and from diverse interaction channels such as web, email, chat, IVR agent records and social commentary. 
    ClickFox rapidly increases the ability for enterprises to gain value from existing Speech Vendors data sets by connecting the dots of customer behavior patterns to isolate targeted voice trends for deeper analytics. Without the added insight provided by ClickFox CEA enterprises are forced to perform rigorous analytics functions across the entirety of their speech and text data stores. ClickFox CEA now provides a more strategic approach to analyzing speech and text analytics by allowing analysts to specifically target focused datasets for faster and more insightful analysis.  For example, ClickFox was able to narrow the query into the speech analytics from a base of several hundred thousand calls to a much smaller subset of calls.   This allowed the analysts to find the avoidable agent repeat calls taking place after customers had visited the online channel and prior to them providing a low c-sat survey score.
    “Our customers have told us that we have been instrumental in being able to increase the efficiency of speech analytics.   Best analogy – ClickFox gets our customers to the goal line and speech scores the touchdown.  The marriage of these tools has been invaluable to really get underneath and demystify the level of effort and causes for defect.” Marco Pacelli, CEO ClickFox. 
    ClickFox CEA will empower companies to more accurately target customer experience behavioral patterns within the vast speech and text analytics data stores. With ClickFox CEA, analysts can also identify more defined queries to better understand which customers or contact channels reveal the most insightful conversations as well as validate the CRM resolution code interpreted by comparing it to the upstream intent of the customer. By analyzing more refined data sets, companies experience a quicker time to value, and ultimately, greater efficiency in painting a holistic view of the customer experience data present within the organization. Additionally, other business functions and teams can capitalize on the knowledge revealed by speech and text analysis by integrating the data back into ClickFox CEA software to improve the 360-degree perspective of the customer journ 

     

  • Atlanta’s ClickFox Remains Unchallenged In IVR Customer Analytics Industry

    Techli - Corey Cummings


    Who do you love? On social media, the answer seems to be Starbucks.
    The ubiquitous coffee house chain is the "most loved" of 3,400 food and restaurant brands, according to an analysis of social media sentiment in the first half of 2012 conducted by Digital CoCo, a marketing agency.
    Despite being satirized by everyone from Mike Myers as Austin Powers to your cousin's blog, Starbucks routinely scores at the top of the list among all consumer brands, not just food and beverage brands.
    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.
    “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Grossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

    Atlanta-based analytics company ClickFox has moved deep into customer behavior analysis across a variety of web-based platforms since its launch in 2000. The company has been so successful in its field that Forbes named it one of the 10 greatest industry-disrupting startups of this year.

  • NBC News: ClickFox SVP Jeff Gossman and Brand Loyalty Survey Featured in Article on Best Loved Food Brands on Social Media

    NBC News.com - Richard Satran


    Who do you love? On social media, the answer seems to be Starbucks.
    The ubiquitous coffee house chain is the "most loved" of 3,400 food and restaurant brands, according to an analysis of social media sentiment in the first half of 2012 conducted by Digital CoCo, a marketing agency.
    Despite being satirized by everyone from Mike Myers as Austin Powers to your cousin's blog, Starbucks routinely scores at the top of the list among all consumer brands, not just food and beverage brands.
    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.
    “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Grossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience. “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Gossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

  • Consumers Trust Amazon, Apple and Google Most With Their Information, New ClickFox Consumer Data Audit Finds: Report Highlights New Trends in Personal Data Management

    Bulldog Reporter's Daily Dog

    ClickFox, an experience analytics firm, recently announced the results of a survey exploring consumer's data management preferences within organizations. The results indicated that consumers embrace location services in marketing campaigns, are wary of data use among retailers and trust the financial services industry most with personal information, followed by healthcare and government in second and third, respectively. Amazon, Apple and Google were revealed as the most trustworthy organizations with regards to consumer data management.

  • Study: Consumers Increasingly Will Give Personal Info for Deals

    Street Fight Magazine - Noah Davis

    Consumers are increasingly willing to give up personal information if it will help them get a deal or improve their shopping experience. The vast majority of consumers expect companies to know their purchase history and retail experience. More than 80% do in fact, according to a new study from ClickFox.

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