Complexity Increases in Measuring Customer Experience

ClickFox, a customer experience analytics company, has had a record year in analyzing 17.6 billion customer journeys. The service provider aims to generate holistic perspectives of customer service experience across multiple service touch points.

These findings indicate enterprises' adoption of new customer service innovations as an annual trend, with the total amount of disparate customer relationship management systems ingested for analysis by ClickFox up 15 percent over 2011, and 60 percent over 2010.


Marco Pacelli, CEO, ClickFox, said:

"The growth of disparate customer relationship management systems and customer journeys analyzed by ClickFox this year is not surprising.".

"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."

Marco Pacelli, CEO, ClickFox

ClickFox handles the escalating complexity and scale of customer journeys by using its patented visualization software on EMC's Greenplum MPP environment. This environment makes it possible for the perfect balance of practical ways to leverage emerging technologies for handling large amounts of data while delivering classical database capabilities.

Companies that are leading in customer experience improvements understand that to get the best out of their CX effort they need to concentrate on the journeys versus single touch points.

ClickFox makes it possible for this type of customer centric innovation, which allows organizations to analyze behavioral patterns, execute "test and improve" suggestions and measure the successful ROI of these initiatives. ClickFox has ingested over 340 billion nodes into its data analysis software in 2012, which is more proof of the scale of customer service experience management across operational and technology silos for businesses.

Best Practices for Customer Journey Management in 2013

So as to more effectively manage negative service experiences and raise customer loyalty in 2013, ClickFox suggests 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."