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KS&R Extends Confirmit Partnership to Drive MR Innovation

November 19, 2019

Customization, Security and Accessibility drive a successful long-term partnership

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KS&R Extends Confirmit Partnership to Drive MR Innovation

November 19, 2019

Customization, Security and Accessibility drive a successful long-term partnership 

New York, NY, London, UK, Oslo, Norway: November 19, 2019: Knowledge Systems & Research, Inc. (KS&R), a global Market Research firm, will continue to harness Confirmit’s most innovative solutions to support their growth. The long-running partnership, which spans close to two decades, enables KS&R to create highly customized, proprietary data collection platforms and meet the increasingly stringent security and accessibility requirements that its customers demand.

“Our clients’ businesses are constantly changing and we are always being challenged to be creative and think differently,” said Michael Nash, President, KS&R.  “We are now using Confirmit Horizons to manage and support our custom panels – which allows us to provide a faster turnaround for our customers who need to capture insights from specific or unique target groups. Moreover, it enables our clients to follow the data collection process in near real-time.”

KS&R and Confirmit have also partnered to lead the way in addressing the accessibility requirements identified by the Americans with Disabilities Act (and similar statutes throughout the globe). Both companies have invested heavily on inclusivity measures, to ensure surveys are available to the broadest portion of the global population as possible.

 “KS&R has an expansive list of global clients ranging in needs, so it was clear from the start of our partnership that they needed customization and a secure environment,” explained Shirley Panek, Vice President of Client Development, Confirmit. “We love tackling new challenges with the KS&R team and look forward to continued success as they help their clients drive better business outcomes.”

Nash agreed, “We look forward to supporting our clients’ next hurdles, by collaboratively solving new problems with assistance from Confirmit and their dedicated team.”


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Rallying Cry Needed to Beat CX Slump

November 12, 2019

Research reveals CX ‘evolution and revolution’ is key to driving change

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Rallying Cry Needed to Beat CX Slump

November 12, 2019

New York, NY, London, UK and Oslo, Norway: November 12, 2019: The gap between CX Leaders and Laggards is widening according to the newly published State of Customer Experience 2019 report. Many Customer Experience teams are struggling to prove the value of their programs, and investment is being threatened. The results of the survey indicate that in order to reverse the trend, practitioners need to embrace both CX evolution and CX revolution.

In one of the largest global surveys of its kind, over 800 CX professionals from around the world were surveyed by Confirmit in partnership with Engage Business Media for the third year in a row. The number of CX Leaders – programs who are receiving significantly increased investment as a result of delivering financial, cultural, and operational value – has declined. Other markers have dropped back to 2017 levels. The 2018 survey urged CX professionals to focus on the five habits demonstrated by CX Leaders but many of the issues highlighted haven’t been resolved.

“The truth is that CX is hard,” explains Claire Sporton, SVP of CX Innovation at Confirmit. “Driving real business change based on customer insight is a real challenge. It takes serious planning, requires a range of diverse skills, and needs evidence of financial success.”

“We all know that CX programs are never ‘finished’ but we need to recognize when change is needed to keep moving forward. We need to know when continuing on an evolutionary path is the right answer or if it’s time for a revolution!” Sporton added.

Most respondents (67%) felt that evolution is right for them but a quarter (26%) are ready for a revolution. Leaders said their programs were most in need of a revolution, suggesting that they are always asking ‘what’s next?’

The study identified three key issues that need to be addressed which could provide CX professionals with the catalysts for change needed in 2020.

One Rallying Cry: Data silos that have dogged CX since its inception are still causing huge problems. Organizational silos are not helping either. Technology is part of the solution and Leaders are much more likely to be integrating operational and financial data into their program. However, over two thirds don’t actually do this, and Laggards are further behind. The reason for this is lack of executive commitment, lack of IT priority, and mapping issues – but none of these issues should be terminal.

Communicating CX goals and achievements should also be a top priority but the figure for internal communications strategies is going backwards, with the number of companies that have an internal communication strategy in place now below 2017 levels (65% down from 73%).

Focus on decision making: Data collection, analysis, and simplification drives smarter decision making but more than half of the executive teams surveyed are taking decisions without considering customer insight, even in businesses who have invested in CX. 

Too few companies are empowering teams around the business to make decisions that are informed by customer insight – particularly for middle managers and frontline teams. Only 12% of middle managers and 6% of frontline staff amongst Laggards are using customer insights to make decisions. The figure for middle managers amongst Leaders rises to 22%, which suggests they are more able to make better decisions within their area of expertise, leading to better business outcomes.

Prove your worth: CX teams are not making the critical link between insight-based decisions and actual business value. There has been a reduction in the number of people surveyed saying senior stakeholders are invested in CX goals and a reduction in demonstrable ROI. In both cases, the numbers are now below 2017 levels.

That said, Leaders are more than twice as likely to demonstrate ROI as Laggards (34% vs. 14%). They are more than twice as likely to have invested in CX initiatives to address key markers for CX ROI - reduce complaints (42%), customer churn (40%), to increase spend (39%), and attract new customers (38%). To secure more investment, CX professionals need to know what decisions they are enabling and map them back to reduced costs, increased revenue and retention, and improved employee engagement.

“The results of the survey suggest that there is a huge opportunity for CX teams to evolve, grow, and drive business change,” concluded Sporton. “The success of CX initiatives can be boosted and our ability to prove that success can be improved. It’s time to be bold, embrace the catalysts for change, and shift from ‘measuring reality’ to ‘changing reality.’”

The full report provides detailed insight and analysis and learning points for individuals and teams across the CX industry. To learn more, the full report Time for a Revolution: How to beat the CX Slump is available from November 12, 2019 and can be downloaded here.


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Insights Industry Warned of Skills Shortage

November 11, 2019

Revolutionary approach required to meet demand for insight through automation, AI and big data.

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Insights Industry Warned of Skills Shortage

November 11, 2019

Market Research and Customer Insight professionals are being advised to start recruiting and training staff with new skills essential to meet a global shift from traditional research to new techniques such as automation, AI and analytics.

Marketing scientists, Chatbot designers and even filmmakers, editors and artists will be needed to cater for the growth of the new research methods transforming the traditional research industry here and internationally.

These key trends and the forces shaping the industry have been outlined by industry experts at Confirmit’s Market Research, Customer Experience and Insight summit in Sydney.

The Confirmit Journey to Insight Rock Stardom Summit had speakers from Forrester, Wyndham Destinations, Roy Morgan Research, Enhance Research, and NewMR who drew together traditional Market Researchers, corporate researchers and customer insight and experience teams to share ideas, experiences and challenges.

Sue York, author, research strategist and a founder of the online knowledge network NewMR, told the Confirmit Summit the growth of traditional or question-based research was stalled but there was a boom in analytics, automation and AI that was changing the type of people working in the industry.

This huge change would continue with fewer people needed for traditional jobs such as interviewing and data entry, and more people needed to do data science, marketing science and analytics.

Filmmakers, editors and artists would also be in demand as storytellers transforming insights into a form that clients could understand and use throughout their business.

But those new skills come at a cost at a time when research budgets were trending down

Enhance Research CEO George Zdanowicz said globally there continued to be pressure on research industry revenue due to cost pressures and more competition from other consultancy, analytics and technology organizations.

But he said helping clients with the evolution from simple collection of research data to using customer insight as a source of competitive advantage provided opportunities.

“There is a recognition at the most senior levels of organizations that insights are critical and that there are now more sources of relevant data from which to distil those insights than ever before.”

“Using our expertise to help clients shift their organizations from considering the insights function as a cost centrer to regarding it as something that is driving and fuelling the growth engine, that is a source of competitive advantage is a source of significant opportunity for the research industry.”

Andrew Farries, Director of CX Consulting at Confirmit closed the event which was attended by over 100 Australia-based insights professionals, by highlighting the importance of using insight from CX and research programs to do the right thing by customers.

“Things feel like they are happening very quickly in the CX and insights space at the moment” said Farries. “The customer has well and truly arrived on the business agenda, and insights professionals are in a great position to drive change that benefits both their customers and their businesses.

“One of the critical tasks for insights teams is to avoid becoming simply a dashboard-generation function. They need to focus on delivering evidence based actionable recommendations that enables businesses to make more informed decisions.”

“Done right, insights can unite people around the organization through creating a sense of shared purpose and ownership over the business outcomes”.


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Confirmit Appoints MR and CX Expert as Principal Director of CX Consulting

October 31, 2019

Appointment supports continued focus on delivering integrated expertise to clients

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Confirmit Appoints MR and CX Expert as Principal Director of CX Consulting

October 31, 2019

London, UK, New York, NY and Oslo, Norway: October 31st, 2019: Confirmit has announced the appointment of Howard Lax to the role of Principal Director, CX Consulting. In his role, Lax will support clients in their efforts to design, develop and implement their customer experience vision.

“I am eager to bring a new perspective to the table, leveraging my experience and Confirmit’s wide array of services to help drive real change and better business outcomes for customers,” said Lax. “In my experience, emotions are the driver behind the attachment a customer feels for a business. Driving a premium customer experience solidifies these relationships, and great technology is a critical enabler in this process.”

With more than 20 years of consulting experience, Lax has a deep background in Customer Experience, Market Research, and employee engagement strategy. Lax has supplier and client-side experience in B2B and B2C space in industries like technology, financial services, retail, automotive and hospitality.

“Adding a highly knowledgeable industry veteran to our team solidifies our commitment to providing our clients with access to talented consultants that can help their CX programs drive real business success,” said Chris Brown, Vice President of Global Consulting, Confirmit. “Our consulting services ensure our technology can drive real insight and change. Howard’s expertise in customer and employee experience will help our customers further leverage our solutions to differentiate themselves from competitors.”

Prior to joining Confirmit, Lax served as Vice President, Customer Experience Practice Lead for Directions Research and held consulting roles with Kantar TNS, Harris Interactive, ORC and GfK Custom Research. He holds a PhD in Political Science from The Graduate Center, City University of New York.

Throughout 2019, Confirmit’s global consulting team has expanded around the world, boosting the deep expertise in Customer Experience, research and insight available to ensure Confirmit continues to serve as a true partner to its clients.


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Voice of the Customer: Step Away From The Survey

October 08, 2019

Successful companies need to become trusted partners for their customers. The biggest success stories are not a result of price wars or amazing new products. They are companies whose customers trust them because they understand them.

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Voice of the Customer: Step Away From The Survey

October 08, 2019
Source: confirmit.com

Successful companies need to become trusted partners for their customers. The biggest success stories are not a result of price wars or amazing new products. They are companies whose customers trust them because they understand them.


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30 Top Telephone Interviewing Companies

October 08, 2019

Telephone interviewing offers researchers a variety of advantages when engaging with participants. This method allows for greater accessibility to a wide pool of consumers and a personal approach that inspires higher response rates.

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30 Top Telephone Interviewing Companies

October 08, 2019
Source: confirmit.com

Telephone interviewing offers researchers a variety of advantages when engaging with participants. This method allows for greater accessibility to a wide pool of consumers and a personal approach that inspires higher response rates.


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