Richer Data Insights for Enhanced Customer Experience
September 23, 2016
Terry Lawlor, Executive VP of Product Management at Confirmit explains why employing a Customer Experience Management (CEM) solution presents an opportunity for forward thinking CIOs to gain a lead in providing the best customer experience.
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Expanding Customer Success Drives Confirmit’s Momentum in H1 2016
September 22, 2016
Companies harnessing Confirmit’s solutions report exceptional business results
New York and Oslo, Norway and London, UK, September 22, 2016 —Confirmit has reported that revenues from new customers more than doubled in the first half of 2016 over the same period in 2015, while existing customers have delivered clear evidence of the ROI by using the company’s solutions. In Q2, Confirmit, the leading global solutions provider for Customer Experience, Voice of the Employee and Market Research, also launched Version 20 of its Confirmit Horizons platform and achieved advancements and growth stemming from mobile-focused initiatives that helped push the company to new heights.
“We succeed when our customers succeed and in the first half of this year, it’s very clear that our customers are achieving great things with our solutions” explains Henning Hansen, President and CEO, Confirmit. “The combination of our ever-evolving technology and the vision and ambitions of our customers is a powerful one, and I’m confident that the rest of 2016 will bring more excellent results for the companies using our world-class solutions.”
There was a significant increase in new customers joining Confirmit’s ranks in the first half of the year, with companies including Aldermore Bank, Deloitte CE, Ipsos Japan, Magna International, Inc., PMF Planmarktforschung, Scandinavian Hospitality Management, Transport Focus, Wilke Research and Wyndham Vacation Resorts.
The company also announced its ACE (Achievement in Customer Excellence) Award winners, recognizing Confirmit clients who demonstrate excellence and innovation in Voice of the Customer programs. Winners reported exceptional business results around three key areas of revenue increase, cost reduction and culture change. Highlights of winners’ results include:
- 88.7% increase in NPS® score in 2015
- 25% growth in policy renewals as a direct result of making it easier to resolve issues in the customer’s channel of choice
- The Overall Customer Service Satisfaction Score rose to 96.3% in 2015
- A 10.5% increase in satisfaction scores for the Sales Center and 5% increase for the Service Center following the implementation of a closed-loop feedback process.
Winners include: Actuate OpenText™, AIG Travel, AIG, US Life Division, Amadeus, ANSYS, Inc., Asurion, B2B International and Wolseley, CyberSource, Dell Software, Inc, Digital Insight, Erie Insurance, Grant Thornton LLP, The Hanover Insurance Group, Homesite Home Insurance, Infor, Lloyds Banking Group, McKesson Ireland, Moore Medical, Philadelphia Insurance Companies, Screwfix, Siemens Building Technologies, Sony Mobile Communications, Synoptek, Sysmex America, Inc., Telegraph Media Group, Tyco SimplexGrinnell, Virgin Money, W5 with Gas Networks Ireland, and Waters Corporation.
"Asurion is a proud recipient of both Confirmit ACE Awards as they affirm our dedication to innovation and delivering an exceptional customer experience," said Tim Stadthaus, senior vice president of marketing and customer experience at Asurion. "The recent innovations in our Voice of the Customer program has allowed us to leverage multiple touch points to authentically capture the voice of our customers. We are now able to deliver actionable information across several business units that drives continuous improvement and results in a best in class customer experience throughout a customer's lifecycle."
In H1, Confirmit launched Version 20 (V20) of Confirmit Horizons™, its award-winning multi-channel software platform. V20 boasts advanced features focused on increased agility, flexibility and mobility for organizations. The mobile-optimized capabilities give organizations a real-time view of data, allowing faster and more efficient responses to feedback.
In an effort to improve collaboration and communication across the organization, V20 allows mobile-optimized access to Confirmit Horizons directly from the home screen of their mobile device. Feedback capture is also improved for mobile working, with an enhanced face-to-face interviewing module (Confirmit CAPI) that works seamlessly across Windows, iOS and Android Devices. Confirmit’s mobile applications continued to report an increase in data and media collection, demonstrating the channel’s importance. June 2016 boasted a record month for mobile media file collection, with almost one file collected every second throughout the entire month.
Industry Influence and Recognition
During the first half of the year, Confirmit hosted a number of milestone events, celebrating the company’s 20th anniversary. At these highly successful sessions, attended by over 250 industry experts and practitioners, attendees heard success stories from a number of Confirmit’s customers, including Canon Solutions America, GfK, Lightspeed GMI, Moore Medical, Screwfix, Philadelphia Insurance, RS Components, TycoSimplexGrinnell and Wyndham Hotel Group.
During Q2, Confirmit was also named a winner of CUSTOMER Magazine’s 2016 CRM Excellence Award for the 7th consecutive year.
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Wilke Selects Confirmit to Support Expanding Multi-Mode Market Research and Customer Experience Business
September 20, 2016
Confirmit Horizons platform delivers superior functionality, scalability and security
London, UK and Oslo, Norway and New York, NY: 20 Sept 2016: Danish full service research and consulting agency Wilke has selected Confirmit Horizons as its new software solution for all its Market Research and customer experience management programs.
Established in 1999, Wilke helps businesses convert customer insight into organizational change with a complete range of qualitative and quantitative research services, using the full range of data collection channels and research methodologies. The company also works with clients to design and implement customer experience and orientation programs.
Jakob Fiellau, CEO of Wilke, explains: “Until now, we have been reliant on our own proprietary survey software, but as our services have expanded and our client needs have become more complex, we required a more sophisticated system to drive us forward. After a thorough selection process and demonstrations from a number of providers, it was clear that Confirmit offered by far the best platform in terms of functionality, scale, reliability and robustness.
“Critically, Confirmit also demonstrated the ability to offer a future-proof solution that not only meets our needs today, but that is constantly evolving to support the changes taking place within Market Research and customer experience practices.”
In addition to its requirement for comprehensive functionality, data security was a key measurement in Wilke’s selection process. The agency has a high-profile client list including the Danish Tax Authority, leading financial providers and telecoms suppliers.
Fiellau explains: “In the Danish market, we have strict rules governing data security so we needed a system that could prove its ability to comply with these specific regulations. As well as demonstrating the multiple layers of security that the platform offers, Confirmit was able to prove its compliance through other financial services implementations, which gave us further peace of mind.”
Wilke will use Confirmit Horizons to support data collection - across multiple modes, including the web and its call center - data analysis and reporting. It will also use the comprehensive analytical capabilities in Confirmit Reportal to perform more complex data manipulation and integration, particularly for customer experience programs where feedback data can be integrated with customer data for more contextual insight.
Tim Hannington, EVP, Confirmit, says: “The ability to demonstrate seamless, mixed-mode interviewing was critical for Wilke, as were the end-to-end capabilities of Confirmit Horizons. We’re delighted to have them on-board and are looking forward to ensuring our constantly evolving technology continues to meet their needs in the future.”
With Confirmit Horizons currently in implementation, Wilke believes it will soon reap the benefits of the platform.
Fiellau concludes: “We believe that Confirmit Horizons will enable us to deliver even better services to our clients, ensuring they get the best insight possible through our streamlined, integrated and efficient research processes.”
Confirmit Sets its Sights on the Future with Insight 2036 Survey
September 15, 2016
Poll asks ‘What’s next?’ for VoC, VoE and MR
New York, NY, London, UK and Oslo, Norway: September 15, 2016: Confirmit aims to find out what the world of insight will look like for Voice of the Customer (VoC), Voice of the Employee (VoE) and Market Research (MR) in 2036 in a survey that will be promoted at ESOMAR this month and at other upcoming MR, VoC and VoE events. In the year Confirmit celebrates its 20th Anniversary, the program marks Confirmit’s determination to drive evolution in the three key markets that it serves and to put the spotlight on innovation.
‘Insight 2036’ is a short online questionnaire that will ask VoC, VoE and MR professionals and the wider tech arena to imagine it is October 25, 2036, and to share their thoughts about how their worlds will evolve over the next 20 years.
Will surveys still reign supreme? Or will the Internet of Things and Big Data provide all the input that businesses need? Perhaps there will still be plenty of people completing questionnaires, but will robots be conducting the interviews? And what devices will be used to provide, analyze and act on the data that is available?
Terry Lawlor, EVP Product Management at Confirmit, explains: “This informal survey provides an opportunity for us to pause to consider what the world of insight will look like in 2036. Much of the technology we are talking about is real now, coming soon or a technological possibility, but its impact on our industries is still very much open to debate.
“While this is a light-hearted take on predicting the future, we believe there will be some interesting and insightful views about the shape of things to come that will spark real debate among our peers. We’re looking forward to gathering a raft of predictions for the future and will share the results at the end of the year,” he said.
The ‘Insight 2036’ survey follows the success of Confirmit’s ‘What type of Market Researcher are you?’ program, which ran last year. Results from that research generated widespread discussion across the Market Research community and at key Confirmit events.
The research will drive similar discussions across all of the markets that Confirmit serves about ‘What’s next?’, ensuring that all those involved in gathering, analyzing and sharing insight can have their say.
The survey will also stimulate debate through social media, as Confirmit will ask respondents to create a tweet as if it is 2036 after completion. If tweeted using the hashtag #Insight2036, Confirmit will retweet the best responses, with the aim of prompting social discussion about what the future of insight really has in store.
Start the debate now by participating in Insight 2036!
Follow the Path to VoC Maturity
September 07, 2016
The path to VoC maturity is not a linear one. In order to better visualize your organization’s current position on the journey, think of your VoC program as having five pillars. Confirmit's Claire Sporton discusses these five pillars of maturity.
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