Q&A: Voice of the Customer Drives Change
March 29, 2017
Great customer experience programs are not easy to deliver. Engaging everyone in the right way is crucial, explains Confirmit's Claire Sporton, VP of Customer Experience in The Times - Customer Experience & Loyalty Report
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Confirmit Delivers Unprecedented Insights through Text Analytics Innovation
March 23, 2017
New Confirmit Horizons capabilities boost ease of use and drive deeper insight discovery
New York, NY, London, UK and Oslo, Norway: March 23, 2017 Confirmit, the leading global solutions provider for Voice of the Customer, Voice of the Employee and Market Research, has launched the latest evolution of its software suite which makes it easier than ever for organizations to drill down to insights within unstructured feedback using ground-breaking text analytics techniques.
As part of the upgrade to Version 22 of the solution, the latest additions to Confirmit Horizons incorporate updates to Confirmit Genius Text Analytics, enabling companies running VoC and MR programs to easily extract more meaningful insights from text responses. With the new Model Builder module, Confirmit empowers businesses to quickly and easily maintain their own categorization models to ensure that correct customer comments are captured and actioned. Model Builder guides the user through topic discovery, hierarchical model definition, and quality testing with a class-leading user experience that sets it apart from other text analytics solutions.
Users can also now quickly configure reports to show text analytics results, allowing drill down into the categorization model and sentiment analysis to not only uncover a wealth of new insights, but also to ensure they can adapt their models to their evolving business needs.
“Our company culture is orientated around the customer - their feedback and the operational metrics associated with that experience" explains Steve Carroll, VP Customer Insights, LexisNexis. "A critical component of this is Confirmit Horizons – it enables us to drive personalized views of the customer experience to all 10,000 employees, surface emerging issues from the comments customers make in their feedback (via Confirmit Genius Text Analytics), and immediately resolve any issues via a system of closed-loop feedback.”
Further additions to Confirmit Horizons Version 22, include:
- The launch of Confirmit AskMe, a mobile survey app that allows participants to respond to surveys wherever and whenever it suits them, and to provide responses via video and audio capture to maximize response rates
- Delivery of Confirmit Survey Designer, an intuitive and ground-breaking module that removes the complexity of advanced survey creation and enables questionnaires to be created in half the time of many competing solutions
- Enhancements to Confirmit CRM Connect for Salesforce, delivering seamless two-way integration with Salesforce, either through Salesforce App Exchange or through Confirmit Horizons
- The addition of a wide variety of new CATI (Computer Assisted Telephone Interviewing) features to streamline operations, such as enhanced filtering features, easier blacklist handling, powerful response reviewer capabilities for supervisors, easily configurable quotas, and more
- Language Localization for Action Management, enabling the user interface to be made available in the language of each user’s choice and enabling seamless global participation in Action Management programs.
“The latest innovations in Confirmit Horizons are a direct result of our close work with clients to ensure we deliver the solutions they need to uncover new insights, analyze them, and take immediate action,” explains Terry Lawlor, EVP Product Management, Confirmit. “In particular, we have developed the new Model Builder feature in Confirmit Genius to give businesses the power to run their own programs, bringing a level of control and flexibility that has never been available with text analytics before.”
The Right for CX to Exist
March 21, 2017
With customer loyalty widely recognized as an indicator of repeat business and increased spend, many would assume the business case speaks for itself. Yet, today CX must earn its right to exist. Confirmit's Karine Del Moro explains how.
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Confirmit Receives 2017 CUSTOMER Magazine Product of the Year Award
March 16, 2017
Confirmit Horizons™ Honored for Exceptional Innovation
NEW YORK and LONDON and OSLO, Norway, March 16, 2017 — Confirmit announced today that TMC, a global, integrated media company, has named Confirmit Horizons a 2017 CUSTOMER Product of the Year Award winner for the eighth consecutive year.
“Organizations and individuals are increasingly reliant on digital and mobile technologies to make sense of the data they gather as quickly and easily as possible,” said Michael Wooh, Chief Marketing Officer, Confirmit. “Confirmit Horizons offers access to data collected from multiple channels in a visually engaging, easily digestible and quick-to-share format – which is essential in today’s fast-paced environment. This recognition from CUSTOMER magazine serves as proof of Confirmit’s dedication to giving businesses the insights and control to do the right thing for their customers and teams, helping them to resolve issues and drive business change.”
Confirmit Horizons is a flexible, multi-channel software platform for Customer Experience, Voice of the Employee, and Market Research programs. With Confirmit Horizons, organizations are able to uncover richer insights, so they can make smarter decisions and execute faster reactions. The most recent additions to the platform have added features focused on increased agility, flexibility and mobility for organizations who need their research and feedback programs to keep up with the pace of change.
The 2017 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. The award highlights products which enable their clients to meet and exceed the expectations of their customers.
“On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Confirmit with a 2017 Product of the Year Award,” said Rich Tehrani, CEO, TMC. “Confirmit Horizons has proven deserving of this elite status and I look forward to continued innovation from Confirmit in 2017 and beyond.”
The 19th Annual Products of the Year Award winners will be published in the 2017 1st quarter issue of CUSTOMER magazine.
CX in your Business: be a Leader, not a Bottleneck
March 09, 2017
Customer experience is well established as a critical battleground for most organizations. But some organisations are being held back by the uncertainty of how to embrace the cultural transformational change required to compete on that battleground.
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Automating Research: Can Faster Also Mean Better?
March 08, 2017
The need for research organizations to deliver results faster and more easily is not new. In many other industries, faster and cheaper can suggest poorer quality. But does this apply to research?
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