In an effort to address the growing need for better customer intelligence tools to improve service and streamline business among Fortune 500 customers, Clickfox, a leader in customer experience analytics (CEA) software and solutions, proudly announced the foundation of a top sales talent from software giants Oracle, SAP, IBM, Salesforce.com and couple of others. ClickFox’s CEA-patented behavioral analysis engine provides a visually intuitive mapping of all customer interactions—from IVR, retail, web, and email to agent CRM desktops, handheld devices, and interactive kiosks—delivering unparalleled visibility to uncover hidden connections and reveal bottom-line customer insights.
The newly formed team, which is drawn in by the market opportunity by the ClickFox solution, will analyze and solve growing challenges that come with customer experience environments’ added complexities over time. ClickFox connects fragmented, cross-channel data for a holistic view of customer behavior.
“Most big companies unfortunately are observing their customers through ‘business intelligence’ or analytics silos — web experience, store experience, phone calls, etc, all separately. But their customers buy, rate, and leave based on the collection of their experiences across all those channels combined,” said Sefton Cohen, VP of worldwide sales at ClickFox.
“The limited view leads managers to flawed decisions, wasted investments and worst of all, unhappy customers. ClickFox is changing all that by providing something unprecedented — a full 360 degree view, along with ‘instant playback,’ so managers can quickly see every single factor in a customer experience with their company.”
ClickFox addresses the problem pointed out by the 2009 IBM Business Analytics and Optimization for the Intelligent Enterprise Study, noting that one in three business leaders frequently make decisions without the information they need. Half don’t have access to the information they need to do their jobs. Similar studies resonate with IBM’s results.
“By 2018 there will be a shortage of 140-190K deep analytics positions and 1.5 million managers and analysts to handle all the data we are generating,” says McKinsey Global Institute, “Big data: The next frontier for innovation, competition, and productivity,” May 2011.
“Companies that excel at finance efficiency and have more mature business analytics and optimization outperform their peers, with 49 percent higher revenue growth, 20 times more profit growth and 30 percent higher return on invested capital,” says IBM’s “Bringing Smarter Computing to Big Data”.
An estimated 400 million customers accounts with billions of interactions a month is analyzed by ClickFox. Their clients are in for improving loyalty, raising revenue, cutting costs, enhancing their reputations, driving business strategy, and better predicting future needs with solutions that are fast, scalable and vastly applicable.
ClickFox has been building out its analytics platform for some time, recently applying more resources towards mapping the customer experience. Below is an interview CEO Marco Pacelli on harnessing value from big data, an important trend in business intelligence and all analytics platforms.