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ClickFox, Barclays UK Renew Their Strategic Partnership On Customer Journey Analytics

ClickFox announces the contract renewal with Barclays UK for its Customer Journey Analytics platform, entering into a fifth year for the partnership of the two companies. The partnership renewal allows Barclays to expand its enterprise-wide customer journey analytics software solution, putting customer experience central to their strategy and day-to-day business decisions.

Rogier van Nieuwenhuizen, Executive Vice President, ClickFox EMEA, comments, “ClickFox launched its European operations with Barclays UK 5 years ago, becoming part of Barclays’ enterprise-wide journey analytics solution. Looking back, I am proud of what we have achieved together in terms of business impact. We continue to build on the tremendous value that connected data and customer journeys generate as we enter the next chapter of our partnership.”

“Over the past 5 years ClickFox’s Journey Analytics tools have proven to be key in changing the way we listen to, and understand, our customers,” says Nick Hall, Managing Director for Analytics, Customer Experience and Experience Insights, Barclays UK. “The insights the platform continuously delivers have driven critical digitization and complaint reduction initiatives for the bank.”

ClickFox provides Barclays with the customer experience analytics tools for unlimited scaling across data and analytics use cases; tying data points together to better understand customer journeys in order to optimize experience and improve underlying processes. Over the years an unrivalled big data asset has been created, connecting data from 35 different sources and spanning all retail and cards customers. This has enabled Barclays’ analysts to complete 100’s of use cases, including branch optimization, digital adoption, and complaints reduction, resulting in £10s of millions in value captured through the analysis of 300 million monthly touch points.

Going forward, ClickFox will migrate Barclays to FOX, ClickFox’s next generation Customer Journey Analytics product suite, which redefines the way data gets connected and analysed. This will empower executives to spark true customer journey and customer experience led business change, powered by four core capabilities:

  • Journey Exploration: FOX enables data to take shape in a way that enhances traditional as well as predictive analytics driving a new age approach to solving complex questions.
  • Journey Management: Quickly connect data sources to generate new journey maps and/or enrich existing customer experience.
  • Journey Trace: Driven by ClickFox’s machine learning algorithm, the Trace application helps to rapidly identify root causes leading up negative outcomes.
  • Journey Dashboarding: The executive dashboarding application tracks customer journey related KPIs in real-time.

“Connected data and Journey Analytics are reshaping the way businesses engage with their customers,” says Marco Pacelli, CEO of ClickFox. “Through the renewal of our partnership, we’re able to help Barclays tap into even deeper pockets of value using the incredible capabilities that the FOX ecosystem delivers.”