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Webinar Replay: ClickFox and Forrester Research Define Customer Experience Analytics

What is customer experience analytics and how can it help you understand customer behavior?

What you can't see and don't know can hurt your business. Do you really know what customers are experiencing and why they are behaving as they do as they move through your multiple self-service channels and interactive touch points? Are self-service rates too low and transfer rates too high? Know why? How to improve? This business-level briefing will discuss the imperative of going beyond traditional metrics to get to the why of customer behavior using Customer Experience Analytics which delivers visual, holistic, actionable customer experience insight across all self-service contact center, Web and retail channels.

When Was It: 12pm EST, November 6, 2008

Speakers:

Elizabeth Herrell - Vice President, Principal Analyst, Forrester Research
Marco Pacelli - CEO, ClickFox, Inc.