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Top 5 CX Habits For 2019: Start As You Mean To Go On

January 14, 2019

Happy New Year! I for one want to make 2019 the year that customer experience (CX) really moved forward. 2018 was a perfectly adequate year for CX, but honestly, I think too many companies are talking the talk and failing to walk the walk.

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Top 5 CX Habits For 2019: Start As You Mean To Go On

January 14, 2019
Source: confirmit.com

Happy New Year! I for one want to make 2019 the year that customer experience (CX) really moved forward. 2018 was a perfectly adequate year for CX, but honestly, I think too many companies are talking the talk and failing to walk the walk.


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Confirmit Consultant to Join Rutgers University Customer Experience Certificate Program Leadership Board

December 20, 2018

Shelly Chandler, Vice President of Customer Experience Consulting, to Serve on Board

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Confirmit Consultant to Join Rutgers University Customer Experience Certificate Program Leadership Board

December 20, 2018

Shelly Chandler, Vice President of Customer Experience Consulting, to Serve on Board

New York, NY, London, UK, Oslo, Norway: December 20, 2018: Confirmit, the world’s leading SaaS vendor for multi-channel Customer Experience, Employee Engagement, and Market Research solutions, announced today that Shelly Chandler, Vice President of Customer Experience Consulting, has joined the Leadership Board for Rutgers University Customer Experience Certificate Program.

The Board supports attendees of the Rutgers Customer Experience Certificate Program who are immersed in an intensive, collaborative, and educational environment, learning to apply principles and techniques that drive customer experience innovation. In her position, Shelly will provide input on the program and leadership through classroom visits, forums, and conferences, and by actively participating in student coaching opportunities.

“I am honored to have the opportunity to work alongside other CX leaders for Rutgers University Customer Experience Certificate Program,” said Chandler. “Confirmit’s involvement is one more step in illustrating our commitment to helping grow and evolve the industry. I am excited to help all CX practitioners overcome organizational and market challenges in creating purposeful, next-level customer experiences.”

Shelly has over 25 years of experience as a customer experience strategist and marketing leader, and she is committed to growing the customer experience discipline and community. As Vice President of Customer Experience Consulting, Shelly creates a vision for customers and builds programs to improve processes that will enhance customer experience, working with leaders and team members to improve their engagement.

"We’re excited to benefit from Shelly’s expertise on our Leadership Board,” said Stephen Carter, Director of the Center for Innovation Education at Rutgers University. “Confirmit’s dedication to enhancing and growing this program on behalf of their customers is tremendously inspiring. While we are seeing similar efforts from forward-thinking businesses that know providing a great customer experience is the differentiator, Confirmit is leading the way.”


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2019: The year that Customer Experience becomes “do or die”

December 07, 2018

Confirmit's Claire Sporton predicts five critical changes that we’ll see in 2019. Read the full article here.

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2019: The year that Customer Experience becomes “do or die”

December 07, 2018
Source: confirmit.com

Confirmit's Claire Sporton predicts five critical changes that we’ll see in 2019. Read the full article here.


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CX Habits: Out With The Old, In With The New

December 05, 2018

Did you stick to your 2018 new year’s resolutions? No, probably not. No matter, though, we’re at that time of year again where we start pondering the old habits we’re going to break and the new ones we’re going to take up.

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CX Habits: Out With The Old, In With The New

December 05, 2018
Source: confirmit.com

Did you stick to your 2018 new year’s resolutions? No, probably not. No matter, though, we’re at that time of year again where we start pondering the old habits we’re going to break and the new ones we’re going to take up.


Read Full Article

TVH uses Voice of the Customer to Elevate the B2B Customer Experience

November 27, 2018

Global materials handling giant selects Confirmit for three-year CX deal

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TVH uses Voice of the Customer to Elevate the B2B Customer Experience

November 27, 2018

London, UK, Oslo, Norway and New York, NY, 27th November 2018: TVH, the global supplier of parts and accessories for material handling and industrial equipment, has selected Confirmit to support the implementation of its new worldwide Voice of the Customer (VoC) program.

The program, which focuses on the TVH Parts business, underpins TVH’s corporate mission to drive excellence in customer relationships. It will be delivered as part of a three-year deal with Confirmit.

Silke Verfaillie, Business Project Manager at TVH, explained: “Our decision to create a global VoC program is the result of our corporate initiative to improve the customer experience (CX). TVH is committed to better managing our customer practices and matching our performance with changing customer demands.

“We have already worked hard to identify customer-facing processes and analyze how effective they are in terms of the quality of customer interaction we deliver. The VoC program will take this to the next level. We will use the insight we gather to take action that puts the customer at the center of all our business activities.”

TVH’s dedicated CX Team will manage the program, using it to gain a robust and detailed understanding of the customer experience. This will drive the business to become more customer-centric across every process.

Tim Hannington, Chief Revenue Officer at Confirmit, said: “TVH has a clear understanding of the value that customer insight delivers and the importance of sharing it across the organization. We’re delighted to be working with a company that is dedicated to putting CX at the heart of their business. Our VoC expertise and our robust technology solutions are a great fit for TVH, and we look forward to working together to deliver their clear customer goals.”

Confirmit will provide TVH with its proven combination of VoC consultancy and the Confirmit Horizons platform. The platform will enable rapid deployment of multi-channel, multi-lingual feedback surveys to TVH’s customers across the US and European markets. It will provide TVH with tools including text analytics, drill-down dashboard reporting, alerting and closed-loop capabilities. It will also enable integration with sales and CRM databases.

Verfaillie concluded: “We are a B2B organization and we need to bring our customer experience in line with expectations seen in the B2C world. The combination of Confirmit’s consultants and technology will ensure we achieve this. We will be able to deliver the operational excellence we strive for through continuous, measured improvements and innovative business practices.”


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Governance: An Overlooked but Critical CX Solution

November 20, 2018

Today's customer feedback is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos, it is increasingly difficult to capture the full 360-degree view of the customer.

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Governance: An Overlooked but Critical CX Solution

November 20, 2018
Source: confirmit.com

Today's customer feedback is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos, it is increasingly difficult to capture the full 360-degree view of the customer.


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