Authors

View All Authors

Adrienne Capaldo

Author

06/23/2015

Total Economic Impact: A Study of the Financial Impact of Confirmit Horizons

Confirmit commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Horizons™

Author

12/01/2012

Creating a Multi-Country VOC Program: Key Considerations

Creating a multi-country Voice of the Customer (VOC) program isn’t as simple as duplicating the same program activities in different countries. The program complexity can increase proportionally to the number of countries involved.

Author

04/17/2018

Maximizing the Customer Experience with CRM

As CX has become more critical, progressive businesses are realizing it is everyone’s job to focus on tracking and improving the customer experience.

Author

05/01/2018

GDPR for CX. What Is It and What Do You Need to Do?

The EU is introducing new legal requirements known as GDPR (General Data Protection Regulation) which come into force in May 2018. All organizations handling customer data originating from within the European Economic Area need to check whether...

Author

09/26/2018

CX Day 2018 is Coming…!

It’s that time of year again, where employees at Confirmit get ramped up to celebrate CX Day, and more importantly our customers!

Author

09/18/2018

Personalization….It Needs to Go Without a Hitch

There is a lot of talk about personalization in the world today. Particularly when it comes to personalizing the Customer Experience. And rightly so. Expectations from consumers and B2B buyers alike are sky high.

Author

12/19/2018

What’s on the CX Horizon?

It’s a funny thing, trying to predict the future. You can argue there’s not much point to it, and you may well be right, but at this time of year, there’s a strange temptation to give it a go anyway.

Author

01/12/2019

Highly Effective Customer Strategies - Act Less, Act More

Customer experience professionals always want to know more. It’s in our nature. What are customers thinking? What do they want more of? Did they like our staff? Were they disappointed? The list of questions can get out of hand quickly....

Author

07/10/2018

Guest Blog: Scripting Evolution at Kadence International

Kadence International’s Constantin Rusu, based in Boston, talks about the journey of adapting to the new platform and how it enhances the team’s creativity, productivity and ability to offer surveys that engage respondents in...

Author

11/06/2018

Shaking up Your CX Program at Confirmit’s 5th Annual Insurance Summit

Last month we held our 5th Annual Insurance Summit in New York where the overall theme was rejuvenating your Customer Experience (CX) program. This is one of our flagship events and it gets better every year.

Author

10/17/2017

The New Relationship with Talent: What Does it Mean for Employee Engagement?

Deloitte's 2017 Global Human Capital Trends research revealed that one of the tenets of building an organization ready for the future is intentionally designing it for speed, agility and adaptability. As a result, organizations should have...

Author

10/22/2018

The Top 14 Hacks For Your CX Business Case

Learn the best hacks for creating a compelling business case to get the support you need to drive a successful CX program.

Author

07/11/2018

Great Strides 65: Confirmites Hit the Road to Support Cystic Fibrosis

It was the best of times, it was the worst of times. It was the most blister-y of times. That’s right – the Great Strides 65km walk had raised its weary head once more and enticed only the craziest of crazies into its fiendish...

Author

12/18/2018

Thank You, Next: Employee Ghosting

Over the past few weeks I’ve seen an alarming number of articles talking about a new trend, particularly among millennials. In homage to our millennial friends, I’d like to “spill the tea” (talk about it...

Author

01/05/2018

Reached a CX Plateau? Time to Ask Some Questions

When customer scores appear to plateau, it does not necessarily mean you have reached the end of your CX improvement activities but rather that you are entering a new stage. In this blog Confirmit's Judith Ottenstroer discusses why.

Author

12/13/2018

CX Transformation: Technology is the Answer (Sometimes)

A couple of weeks back, we headed to sunny Stockholm to chat all things Customer Experience alongside other CX aficionados at the CX Transformation: Nordics event.

Author

01/03/2019

2018: The Year that CX Made Headlines

For an industry that’s been growing and evolving for years now, I think it’s fair to say that 2018 was the year when the world of Customer Experience was really recognized as a game-changer.

Author

05/22/2018

First Steps in the Marketing World

Kerie, currently an intern, shares her experience working in the Confirmit London office.

Author

07/11/2017

Video Blog: Employee Engagement – Building A Magnetic Culture

Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement.

Author

11/21/2018

AI in Australia: Notes from CCO Sydney

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences.

Author

05/01/2015

Question Mapping when combining sources in Confirmit SmartHub

Currently, when generating a combined data source, questions that satisfy the comparison criteria (e.g. of the same type and question ID) are mapped automatically to ensure the same questions from each source are merged.

Author

04/21/2015

Are we Becoming Masters of our own CX Destiny?

Businesses are increasingly focused on the customer experience, but what is the impact of our own behavior as customers on the experience we receive?

Author

06/25/2015

5 Critical Factors in Creating a Successful Customer Experience

Customer experience has been the "next battleground" for a few years already, yet companies often don't take the time to create a customer experience strategy for their organization.

Author

05/02/2018

Continuous Innovation: Driving CATI to the Next Level

In this webinar, Oliver Truman, Director at B2B International and Miguel Ramos, Product Marketing Manager at Confirmit discussed how B2B International has been able to maintain exceptional standards of fieldwork quality, while driving cost...

Author

09/30/2016

20 Years, 20 Stories – 2009: Design Innovation and Horrible Acting

As part of Confirmit's 20th Anniversary Nick Roman shares his story as part of the "20 Years, 20 Stories" blog series.

Author

11/19/2018

Digital Developments

In most of the conversations I have with clients these days, it takes about five minutes before the word “digital” makes an appearance. To help make sure that our clients can make the most of this opportunity, we’ve just made...

Author

03/16/2016

Introducing Discovery Analytics

Confirmit announces the latest addition to our reporting family - a new ad-hoc analysis tool, Discovery Analytics.

Author

07/16/2018

100 Miles in the Saddle for Anthony Nolan

Hot on the heels of walking 65km through the Brecon Beacons to raise money for the Cystic Fibrosis Trust, I am putting my body through another challenge later this month. I suspect this makes me the very definition of the phrase...

Author

08/22/2018

When is Customer Feedback a Really Bad Idea?

The other day I found myself in the slightly annoying position of being unable to procrastinate any further. I had to – finally – admit defeat and just well get on with a domestic DIY project that I’d been in varying stages of...

Author

02/15/2018

Best Practice vs. Reality in CX

Customer Experience best practices are everywhere. And while they’re great to hear about, useful to listen to and interesting to consider – implementation can be another thing entirely.

Author

10/24/2018

Keeping CX Simple, Elegant… and Effective

Last Thursday, I enjoyed an opportunity to interview, fireside chat style, Terry DuVarne, First Vice President at PennyMac Loan Services. Their solutions are simple and elegant yet incredible effective. What are their secrets?

Author

09/11/2018

Secrets of Employee Engagement – The Source May Surprise You!

I’ve reported back a little last week about the recent HCI Employee Engagement conference in Denver. It was an outstanding event, and I felt compelled to highlight the great insights.

Author

02/07/2018

Less Measuring, More Action: CX in 2018

This time of year, many people are reflecting upon what they’ve accomplished this year and what to anticipate in the future. We tend to underestimate change in the long term and overestimate change in the short term. So talking about this...

Author

07/10/2015

Best Practice in CX – Perspectives from Germany

A couple of weeks ago, Confirmit held a seminar in Cologne - “Best Practice in Customer Experience”. The aim of the day was to bring customer experience professionals together with experts from Futurelab and Confirmit to explore some...

Author

04/12/2018

Rethinking Employee Engagement: Why Taking Your Pulse Matters

Are your employees engaged? According to Gallup research, a staggering 87% of employees worldwide are not. Clearly, it’s time to rethink your employee engagement strategy! So, let us help you!

Author

12/06/2010

Guest Blog: The Magic of Market Research

Last week we held an event for Market Research professionals to network, share their views of 2010 and plans for 2011, and to have a glass of something festive at the same time. The event was at the headquarters of the Magic Circle in London...

Author

12/08/2016

MR in 2017: Agile and Automated

“More insight.” “Less time.” “Give me answers now.”Demands from Market Research clients become tougher every year. 2016 has been no different and there’s no sign that 2017 will be easier.

Authors

Meet some of the world's most talented content providers who help us deliver that extra insight

Recent Resource Center Posts

Highly Effective Customer Strategies - Act Less, Act More

Confirmit Team

2018: The Year that CX Made Headlines

Ken Østreng

Cut the Excuses: CX Success in 2019

Confirmit Team

View All Authors

Adrienne Capaldo

Author

06/23/2015

Total Economic Impact: A Study of the Financial Impact of Confirmit Horizons

Alexandra de Almeida

Author

12/01/2012

Creating a Multi-Country VOC Program: Key Considerations

Andrew Slutter

Author

04/17/2018

Maximizing the Customer Experience with CRM

Arnt Feruglio

Author

05/01/2018

GDPR for CX. What Is It and What Do You Need to Do?

Beth Magee

Author

09/26/2018

CX Day 2018 is Coming…!

Carolyn Hall

Author

09/18/2018

Personalization….It Needs to Go Without a Hitch

Claire Sporton

Author

12/19/2018

What’s on the CX Horizon?

Confirmit Team

Author

01/12/2019

Highly Effective Customer Strategies - Act Less, Act More

Constantin Rusu

Author

07/10/2018

Guest Blog: Scripting Evolution at Kadence International

Dina Otero

Author

11/06/2018

Shaking up Your CX Program at Confirmit’s 5th Annual Insurance Summit

EJ Sieracki

Author

10/17/2017

The New Relationship with Talent: What Does it Mean for Employee Engagement?

Forrester

Author

10/22/2018

The Top 14 Hacks For Your CX Business Case

Harriet Denis Le Seve

Author

07/11/2018

Great Strides 65: Confirmites Hit the Road to Support Cystic Fibrosis

Holly Carter

Author

12/18/2018

Thank You, Next: Employee Ghosting

Judith Ottenstroer

Author

01/05/2018

Reached a CX Plateau? Time to Ask Some Questions

Julie Hermans

Author

12/13/2018

CX Transformation: Technology is the Answer (Sometimes)

Ken Østreng

Author

01/03/2019

2018: The Year that CX Made Headlines

Kerie Peek

Author