ClickFox Analysis Points to Increasing Complexity in Measuring Customer Experience

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Increasing Investments in CRM Technologies Create Data Management Obstacles
for Businesses

ATLANTA, Feb 7, 2013 – ClickFox, the pioneering leader in customer
experience analytics, today announced a record year in analyzing 17.6
billion customer journeys. The Fortune 500 enterprises the company serves
strive to create holistic perspectives of customer service experience across
multiple service touch points. These findings point to enterprises’
adoption of new customer service technologies as an annual trend, with the
total number of disparate customer relationship management systems ingested
for analysis by ClickFox up 15 percent over 2011, and 60 percent over 2010.

“The growth of disparate customer relationship management systems and
customer journeys analyzed by ClickFox this year is not surprising,” said
Marco Pacelli, CEO, ClickFox. “While businesses recognize the need to
accurately capture customer service experiences across their technology
investments, they continue to fail to aggregate data to accurately identify
where customer service goes wrong. With these insights in mind,
customer-facing organizations are empowered to increase customer loyalty,
maximize sales channels and decrease service overhead associated with
addressing negative, service experiences.”

ClickFox manages the increasing complexity and scale of customer journeys by
deploying its patented visualization software on EMC’s Greenplum MPP
environment. This environment enables the perfect balance of effective ways
to leverage emerging technologies for handling large amounts of data while
providing classical database capabilities.

Companies that are leading in customer experience improvements understand
that to get the most out of their CX effort they need to focus on the
journeys versus single touch points. ClickFox enables this breed of
customer centric innovation, which allows companies to analyze behavioral
patterns, execute “test and improve” recommendations and measure the
successful ROI of these efforts. ClickFox has ingested over 340 billion
nodes into its data analysis software in 2012, which is further evidence of
the scale of customer service experience management across operational and
technology silos for businesses.

Best Practices for Customer Journey Management in 2013

In order to more effectively manage negative service experiences and
increase customer loyalty in 2013, ClickFox recommends the following best
practices as industry standards for managing customer service data:
1. Analyze customer experience across unified data sets
2. Foster integration between IT, marketing and service teams to ensure data
silos are managed holistically
3. Utilize metrics that drive actionable business decisions based on
customer journeys
4. Predict future customer behavior based on recorded journeys
5. Invest in analysis capabilities to ensure maximum value from data
management initiatives

About ClickFox
ClickFox is the market leader of a new breed of experience analytics
software and solutions, analyzing behavior for more than 17.6 billion
consumer journeys across every channel available to consumers. Transcending
a limited single channel view, ClickFox patented behavioral analysis engine
provides a visually intuitive mapping of all customer interactions – from
IVR, retail, Web, and email to agent CRM desktops, mobile devices, and
interactive kiosks – delivering unparalleled visibility to uncover hidden
connections and reveal bottom-line customer insights. Deployed by some of
the nation’s largest telcos, financial institutions, among other Fortune 500
enterprises, ClickFox has a proven track record of helping world-class
service providers dramatically boost operational efficiency and
profitability.

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