Debut for Cross-Channel Calculator

US customer experience analytics (CEA) firm ClickFox has launched an interactive online tool that calculates and forecasts potential return on investment (ROI) for improving customer experience across various service channels and touch points.

The new 'Customer Experience ROI Calculator' has been designed to measure customer experience across retail, web, Interactive Voice Response (IVR), e-mail and call centers.

Users enter numbers of customers served, and the tool calculates their potential ROI using default data gathered from ClickFox's repository representing billions of customer interactions.

A customized ROI Report is then made available, which includes graphs showing potential operations savings over a 5-year period.

ClickFox's CEA patented behavioural analysis engine provides a map of all customer interactions to agent CRM desktops, handheld devices and interactive kiosks, to deliver hidden connections and reveal customer insights.

The firm works across the telecoms, healthcare, financial services, insurance, technology and retail industries, and processes and analyzes more than 750 million customer interactions each month.

'The calculator was built not just for customer experience decision makers, but also executives who need to understand the impact that customer experience has on their departments and the overall business,' states CEO Marco Pacelli.

The calculator is available free at www.clickfox.com/resources/roi-calculator .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.