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Confirmit, Fine Research and Reckner Healthcare Partner to Assist Hurricane Matthew Victims

November 29, 2016

2,870 blankets and water supplies donated to Save the Children

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Confirmit, Fine Research and Reckner Healthcare Partner to Assist Hurricane Matthew Victims

November 29, 2016

2,870 blankets and water supplies donated to Save the Children

New York, NY, London, UK and Oslo, Norway: November 29, 2016 – Fine Research, the Latin American fielding agency, in collaboration with Confirmit and Reckner Healthcare, launched an initiative to assist victims of Hurricane Matthew in Haiti. 2,870 doctors in the Americas, from Canada to Argentina, were surveyed about the preparedness of these countries for a natural disaster. For every completed survey, the equivalent of a blanket and a drum of water was donated to the victims through Save the Children mission in Haiti.

Confirmit, the leading global solutions provider for Customer Experience, Voice of the Employee and Market Research, donated its comprehensive end-to-end management platform, Confirmit Horizons, to fuel this program and boost the number of surveys that could be completed within the initial investment from Fine. 

“The Confirmit Horizons platform was easy for our team to use and the doctors taking the survey,” said Diego Casaravilla, managing partner at Fine Research. “User friendliness was a key need when searching for partners for this initiative. We wanted to make sure there were no technology issues that could hinder participants from completing the survey. We’re extremely grateful for Confirmit’s contribution.”

Key findings from the survey include:

  • According to their fellow doctors, no country is well prepared to face a natural disaster.
  • While Chileans, American and Canadians are slightly less negative about their own capabilities, Mexicans rate in the middle, and Brazilians and Argentinians are the most pessimistic.
  • Consistently with this regional perception, a majority of physicians surveyed in each country have not received any specific training to cope with natural disaster events. Additionally, most hospital doctors stated no such training has been held at their workplace.

“We are absolutely delighted to help Fine Research with its initiative with Save the Children,” said Henning Hansen, Confirmit President and CEO. “While we typically are devoted to helping our clients’ businesses succeed, this donation is focused on helping those in need. We are proud to support Fine Research in its Haiti relief efforts by providing critical resources that would otherwise not exist for these children.”

For free access to the full report you may write to Diego Casaravilla, dcasar@fine-research.com or review a summary of the report on Confirmit’s blog.


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Change Management and CX: How to Turn Words Into Action

November 25, 2016

Virtually every business now has a line in its mission statement declaring its commitment to being a customer-centric company. However, it is not enough to know what needs to change, we need to make it happen.

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Change Management and CX: How to Turn Words Into Action

November 25, 2016
Source: mycustomer.com

Virtually every business now has a line in its mission statement declaring its commitment to being a customer-centric company. However, it is not enough to know what needs to change, we need to make it happen.


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How to: Use Customer Feedback to Improve Customer Experience

November 23, 2016

Three ways B2B marketers can use customer feedback to improve the customer experience

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How to: Use Customer Feedback to Improve Customer Experience

November 23, 2016
Source: b2bmarketing.net

Three ways B2B marketers can use customer feedback to improve the customer experience


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Confirmit Unveils FastTrack for Contact Centers

November 16, 2016

Customizable solution based on extensive expertise enables deployment in as little as three weeks

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Confirmit Unveils FastTrack for Contact Centers

November 16, 2016

Customizable solution based on extensive expertise enables deployment in as little as three weeks

London, UK and Oslo, Norway and New York, NY – November 16 2016 – Confirmit, the leading global customer experience solutions provider for Voice of the Customer (VoC), Voice of the Employee, and Market Research, today unveiled Confirmit FastTrack™ for Contact Centers. Businesses can now rapidly implement a Voice of the Customer (VoC) program to see their contact center through the eyes of their customers. Insights are combined with operational metrics to help drive improvements in contact center performance and deliver an extremely fast Return on Investment.

FastTrack for Contact Centers is based on Confirmit’s best practices gained from 20 years’ experience in delivering insight programs to hundreds of global organizations. It is a comprehensive customer feedback solution that delivers engaging experiences for capturing relevant feedback, role-based dashboards for driving insightful decisions, and real-time case management for triggering immediate alerts and ensuring fast response to customer issues. Configuration of the solution for individual client needs can be completed in weeks, so that clients can quickly gather a complete view of their customer service performance and enjoy a significant Return on Investment in the short and long term.

“According to a Global Deloitte1 study, 62 percent of organizations view customer experience provided through the contact center as a competitive differentiator,” said Terry Lawlor, EVP Product Management at Confirmit. “A best-in-class contact center is a strategic business asset with the power to create and preserve long-term customer relationships. We’ve spent years working with some of the world’s leading businesses to deliver great VoC programs and we are excited about the opportunity to help companies apply VoC best practices to their contact centers more quickly and efficiently than ever before.”

With FastTrack for Contact Centers, businesses can integrate the Voice of the Customer with key business metrics. This combined insight will provide a holistic view of contact center performance, and will include the ability to:

  • Add additional business value through improved customer satisfaction
  • Quickly resolve customer problems before they become bigger issues
  • Easily identify customers at risk for churn and uncover potential up-sell/cross-sell opportunities
  • Identify key areas where staff training may be required
  • Improve contact center operations through a detailed view of the customer experience

Telegraph Media Group, multi-media news publisher, is a Confirmit contact center customer and recent winner in the “Contact Center” category of the 2016 ACE Awards. “Our ‘Tell the Telegraph’ program for our contact center has transformed the culture within, and empowered our frontline teams to take ownership of the customer experience, driving improvements in our C-sat scores (consistently 90 plus) and improving retention,” explains Eihab Mohamed, Customer Engagement Director, Telegraph Contact Center UK. “Working with Confirmit to build our solution has enabled us to expand our ability to deliver actionable insights to the wider business, using a combination of Confirmit’s technology and expertise to guide our evolution. It’s great to see they continue to invest in their contact center solution, to enable businesses to enhance their customer experience”.

With Confirmit’s FastTrack for Contact Centers, companies benefit from:

  • A pre-configured program designed on best practice principles and 20 years’ experience
  • Seamless integration with internal business systems, such as CRM or financial data, providing deeper context into the customers’ experience
  • Fully automated customer surveys designed specifically for call centers and configured to complement the company brand image
  • Real-time, role-based reporting, providing managers with strategic-level insights for process improvement and opportunities to guide agent development
  • Immediate alerts notifying the right people about issues, such as dissatisfied customers, overdue issues, opportunity for product cross-sell, and potential customer churn

For more information on Confirmit FastTrack for Contact Centers, visit the website.

1 - 2013 Global Contact Center Survey, Deloitte


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Selfie Generation Prefers "Snaps" Than Words

November 14, 2016

As the festive season approaches, we’ll be inundated with images of snowy landscapes and greeting cards. Now though, this desire to communicate through visual methods rather than the written word is becoming even more popular amongst millennials.

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Selfie Generation Prefers "Snaps" Than Words

November 14, 2016
Source: cxm.co.uk

As the festive season approaches, we’ll be inundated with images of snowy landscapes and greeting cards. Now though, this desire to communicate through visual methods rather than the written word is becoming even more popular amongst millennials.


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Confirmit Announces Young Market Researcher Awards

November 10, 2016

Company leverages 20 years of Market Research excellence to identify 20 future industry leaders

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Confirmit Announces Young Market Researcher Awards

November 10, 2016

Company leverages 20 years of Market Research excellence to identify 20 future industry leaders

London, UK and Oslo, Norway and New York, U.S.: November 10, 2016 — To celebrate twenty years of innovation in Market Research, Confirmit today announced it has expanded its recognition program to include an award honoring young, innovative Market Researchers, who represent the future of this ever-evolving industry. The Young Market Researcher Awards program will highlight and reward the work of twenty Market Researchers who are in their twenties and already helping to grow and evolve how Market Researchers analyze data and provide valuable insight.

Coming on the heels of the launch of the Insight 2036 survey, a questionnaire aimed at looking into the future of Market Research, the Young Market Researcher Awards program will assist in Confirmit’s efforts to drive evolution, promote innovation and generate widespread discussion across the market research community.

“In order to predict what’s next for the Voice of the Customer, Voice of the Employee and Market Research, we must listen to those spearheading technology adoption and evolution,” said Henning Hansen, President and CEO, Confirmit. “The winners of the Young Market Researcher Awards program will embody the future of the industry and offer insight into where it is headed and who will be leading it. We’re pleased to celebrate Confirmit’s twenty-year anniversary by honoring the expertise, passions and talents of these young innovators.”

Applications for the Young Market Researcher Awards are now being accepted. Entrants must be in their twenties and employed in a Market Research role. Full eligibility criteria are available from Confirmit. Submissions will be evaluated by a judging panel of experts, made up of both Confirmit team members and industry practitioners. Notable members of the panel include Bob Lederer, CEO of RFL Communications, Jon Puleston, Vice President of Innovation at Lightspeed, and Szymon Duniec, Managing Director at Orima Research and former President of AMSRS. Confirmit’s MR experts, Wale Omiyale and Leslie Albright will also form part of the judging team with additional judges to be confirmed.

Lightspeed’s Puleston said he is eager to recognize the young innovators driving transformation in the sector: “Market Research has evolved dramatically from the industry it was when it first emerged. Trying to forecast the next twenty years starts with tapping the brains of the next generation of leaders, the digital natives, and those at the forefront of consumer trends and motivations. It is there that we will unearth how the industry is truly evolving, and how companies can keep up with the pace. I’m thrilled to be a part of this initiative.”

Those eligible can self-nominate or be entered by an associate or colleague, by completing the nomination form before Monday, November 28th. Applicants need not be users or customers of Confirmit’s products or solutions to apply.

To learn more about the Young Market Researcher Awards program visit http://www.confirmit.com/Company/MR-Awards/ or email MRawards@confirmit.com.


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