Blog - All

Overcoming the Hurdles to Customer Excellence

Megan Burns, VP, Principal Analyst, Forrester Research, Inc.
Stacey Nevel, Director of VoC Consulting, Confirmit
Airdate: August 2014


Every organization strives to acheive excellence in customer experience.  Getting there, however, can be a challenging journey.  Alongside Megan, Stacey shared best practices in overcoming the most common VoC program hurdles you're likely to encounter.  

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Best Practices in Survey Design: Don’t Put the Cart before the Horse

Stacey Nevel
August 21, 2014 

One of the most common mistakes organizations make when undertaking a new feedback program is rushing to design the ‘Survey.’

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Achieve Customer-Driven Transformation by Walking in Your Customers’ Shoes

Annette Franz (Gleneicki)
August 12, 2014 

There is an old saying: "You can't really understand another person's experience until you've walked a mile in his shoes.”

This statement is really the foundation for designing a great customer experience! There is no customer-driven transformation (and it must be customer-driven) without really understanding your customers and what they go through when interacting with your organization.

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Mobile Insights - The Power of Context and Smart Reporting

Miguel Ramos, Mobile Subject Matter Expert, Confirmit
Airdate: July 2014

Mobile is everywhere and consumers are using their mobile devices in various Market Research projects. Download this webinar to hear Miguel Ramos, Mobile Subject Matter Expert, Confirmit, discuss the power of contextual information in mobile app-based studies.
 

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Introducing Confirmit Genius: Mining for Hidden Truths in Free-Form Content

Terry Lawlor, EVP Product Management, Confirmit
Airdate: July 2014


Across your business, you are faced with ever-increasing volumes of free-form content. Whether this content is survey responses, call center records or social media data, extracting key insights is like panning for gold - there are little nuggets hidden in there amongst a vast amount of less valuable content.

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New Methods for Turning Employee Engagement into Business Intelligence

Sean Conry, Senior Account Development Manager at Confirmit,
Steve Grant, President and CEO of Newmeasures, and
Dr. Leanne Buehler, Vice President of Consulting Solutions
Airdate: June 2014


Most organizations understand that there is an intrinsic value in developing employee engagement. However, many companies are finding that it is no longer sufficient to only measure an engagement score once every 1-3 years. In this time, the face of an entire organization can change. Without the ability to monitor how engagement is affecting key business outcomes on a continuous and personalized basis, Talent Strategy will always be one step behind.

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Connecting Customer Experience to Business Outcomes

Claire Sporton, Vice President, Customer Experience Management, Confirmit
Airdate: June 2014

Positive customer experiences are not just nice to have. They have a direct impact on the success of your business. Promoters of your organization spend around 50% more than detractors and are 20 times more likely to recommend your products or services to others.

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Equinix Case Study

Gaining customer insights from around the world is a feat in itself. Making those insights immediately accessible and actionable in an information-driven world is nearly impossible for most.

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I want my photos!

It's been a few months since the deployment of the initial phase of Confirmit Horizons Version 18, but there's already been a lot of activity on the platform.

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