Authors

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


Recent Resource Center Posts

View All Authors

 

Aberdeen

Author


05/16/2017

The Path to Building an Integrated VoC Program

If you are like most companies, ensuring you meet and exceed customer expectations is a top priority. This begins with eliminating data silos and empowering employees with relevant insights that build long-lasting customer relationships. But...

Read More
 
 

ACE Awards Team

Author


04/06/2018

ACE Awards B2B Winners' Showcase

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. The case studies featured in this special B2B edition of the ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to...

Read More
 
 

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™

Read More
 
 

Andrew Slutter

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.

Read More
 
 

Arnt Feruglio

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...

Read More
 
 

Beth Magee

Author


06/10/2019

Creating Visible Passion through the Lens of a Harley Helmet

This past week brought yet another one of our regional events, this time in Minneapolis, where we were able to bring together CX professionals from a variety of organizations and industries to learn from each other.

Read More
 
 

Billy Behler

Author


08/09/2019

KeHE Cares: A Great Day out for a Fantastic Cause

I have the pleasure of working with some wonderful organizations in my work at Confirmit, and while I am always aware of it, occasionally I am taken aback by the things that they do

Read More
 
 

Bob McGinn

Author


07/10/2019

Confirmit and Me: Like Peas and Carrots

I often think in terms of quarters or three month increments and happen to be coming up on three months as a CX Consultant at Confirmit. To celebrate this milestone, I thought I’d take a look back and share what my experience has been like...

Read More
 
 

Carolyn Hall

Author


07/17/2019

AIR Awards: Everything you need to know (and probably more!)

There’s still time to enter the 2019 Confirmit AIR awards. The AIR Awards team is more than happy to answer any questions about the submissions process and the awards program, but here is a speedy Q&A to help out as well.

Read More
 
 

Claire Sporton

Author


02/07/2019

Confirmit Named a Finalist in Business Intelligence Award!

An exciting start to 2019! Confirmit has been named a Finalist in the Business Intelligence category in the 13th annual Stevie® Awards for Sales and Customer Service!

Read More
 
 

Confirmit Team

Author


10/01/2019

Confirmit CX Expert Series: Elisa Spano - Fannie Mae

In this short video filmed at Confirmit’s B2B Summit in New York, Elisa Spano, Strategy and Insights Manager at Fannie Mae talks about the impact their Customer Experience program has had on the business. This includes both driving smarter...

Read More
 
 

Constantin Rusu

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...

Read More
 
 

Dina Otero

Author


06/21/2019

When all you can see is...Manure - Look for the Pony

With another B2B Summit behind us, this year’s event brought some of the best CX Rock Stars together and taught everyone in the room a very important lesson...There must be a pony!

Read More
 
 

EJ Sieracki

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...

Read More
 
 

Forrester

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.

Read More
 
 

Holly Carter

Author


09/07/2019

Text Analytics Uncensored: Uses and Applications in Research and Customer Experience

Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text. While this technology is extremely valuable, researchers and CX pros often...

Read More
 
 

Jan Kristian Karlsen

Author


07/09/2019

Word from ACE Winners: Company Pulse

2019 ACE Award Winner Series: How Company Pulse gathers business intelligence for organizational change and increased employee performance.

Read More
 
 

Jason Mallia

Author


09/12/2019

Insight Rock Stars Assemble in Sydney

For those of you that follow our events, you’ll know that we’ve had a bit of a rock star theme going on this year. The Confirmit team has hosted fantastic events in New York and London already – and now it’s...

Read More
 
 

Jessica Buffenstein

Author


08/20/2019

Pieces of the Puzzle

There are a lot of pieces to the puzzle of delivering a world-class customer experience. The good news is that there are tried and true methods of working on this puzzle

Read More
 
 

Judith Ottenstroer

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.

Read More
 
 

Julie Hermans

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.

Read More
 
 

Kat Stroud

Author


07/03/2019

A Perfect Fit: Two Months into Life as a Confirmite

I've just passed two months here at Confirmit and I'm acutely aware that I can no longer speak about my tenure by number of weeks, which also means I'm close to no longer being considered "new"!

Read More
 
 

Ken Østreng

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. 

Read More
 
 

Kerie Peek

Author


05/22/2018

First Steps in the Marketing World

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

Read More
 
 

Kevin Sheridan

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.

Read More
 
 

Kimmo Parkki

Author


09/16/2019

Continuous Listening Unpicked

When preparing for the Gartner ReimagineHR Conference, I started to ponder about the concept of Continuous Listening and different shapes and forms it seems to take.

Read More
 
 

Lisa Garthside

Author


09/08/2016

CX Maturity Webinar Series: Culture Change and Return on Investment

Your customer experience strategy depends on a customer-centric culture. So you need to ensure that your people are willing, skilled and able to execute what is asked of them. Most importantly they need to know what you are doing within your CX...

Read More
 
 

Malkit Kaur

Author


03/13/2019

Insights from Insights

Last week we joined insights, research and marketing professionals from around the world at the Marketing Week Insights Show in London. 

Read More
 
 

Margarita Madrid

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. 

Read More
 
 

Michael Wooh

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?

Read More
 
 

Michel Falcon

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.

Read More
 
 

Miguel Ramos

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...

Read More
 
 

Nick Roman

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.

Read More
 
 

Paul Quinn

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...

Read More
 
 

Peter Greenham

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...

Read More
 
 

Phil Durand

Author


09/13/2019

Judge Ye Not…Unless you are a Judge at the UK CX Awards!

I’m pleased to say that I have been selected as a judge for the UK Customer Experience Awards 2019 in the Use of Insight and Feedback category. 

Read More
 
 

Phil Durand

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.

Read More
 
 

Sarah Simon

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?

Read More
 
 

Sean Conry

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.

Read More
 
 

Shelly Chandler

Author


02/12/2019

Building the Right CX Habits: Starting in the Classroom

Having just returned from the first Rutgers CX Certification Program in New Brunswick, NJ, I have to say…I’m impressed. While I attended as an advisory board member, I was able to sit in on the second day of the four-day,...

Read More
 
 

Stefan Kolle

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...

Read More
 
 

Terry lawlor

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!

Read More
 
 

Vandy Hamidi

Author


08/16/2019

Security: It’s all about Consistency

For some, security is not the most thrilling of subjects, but at Confirmit, we obsess over it. That’s why we are extremely pleased to be able to say that Confirmit has, once again, successfully completed a “System and Organization...

Read More
 
 

Victoria Goodwin

Author


07/29/2019

Software - It’s not ALL about the Tech!

Confirmit’s Victoria Goodwin calls out three key themes she's seen in her very first few days at the company.

Read More
 
 

Wale Omiyale

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. 

Read More
 
 

Wale Omiyale

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...

Read More
 

Subscribe to Our Newsletter