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Confirmit Named Finalist in Global Stevie® Awards Competition

January 21, 2020

Confirmit Among Finalists in the 14th Annual Stevie® Awards for Sales & Customer Service Awards.

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Confirmit Named Finalist in Global Stevie® Awards Competition

January 21, 2020

Confirmit Among Finalists in the 14th Annual Stevie® Awards for Sales & Customer Service Awards

NEW YORK, NY, LONDON, UK and OSLO, Norway, January 21, 2020 — This week, Confirmit, the leading global solutions provider for Customer Experience,  Employee Experience, and Market Research,  was named a Stevie® Award Finalist for the Business Intelligence Solution category. A committee comprised of independent judges delved into a trove of information from over 2,600 nominations, originating from organizations across 48 countries before voting Confirmit worthy of international recognition.

Representatives from Confirmit will join over 600 professionals expected to convene in Las Vegas, Nevada, for the 14th Annual Stevie® Awards for Sales & Customer Service Awards Banquet. The awards are presented by the Stevie Awards, which organizes several of the world’s leading business awards shows including the prestigious International Business Awards® and the Stevie Awards for Great Employers. Confirmit will receive a Gold, Silver, or Bronze Stevie Award during the February 28 awards gala being held at Caesars Palace, in Las Vegas.

“We’re incredibly proud of our commitment to helping our clients drive change across their organizations and to deliver quantifiable business impact,” said Michael Wooh, Chief Marketing Officer, Confirmit. “Recognition in the global Stevie Awards is a reflection of the move of customer experience towards being a key component in business intelligence. Confirmit is committed to empowering its customers to make better decisions, and we’re delighted to be recognized for our latest innovations.”

Finalists were determined by the average scores of more than 180 professionals worldwide, working in seven specialized judging committees. Entries were considered in more than 90 categories for customer service and contact center achievements, and there were more than 60 categories for sales and business development achievements.

Maggie Gallagher, president of the Stevie Awards, commented, “Every Finalist nominee should be proud of the work they did over the past 18 months to be recognized by the judges. They should also be proud of how well they effectively communicated those achievements to the judges. We look forward to recognizing them all with Gold Stevie Award trophies and Silver and Bronze Stevie medals in Las Vegas on February 28.”

A list of Stevie Finalists across all categories is available at www.StevieAwards.com/Sales

 

 

 

 

 

 

 

 


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Automated Research: An Opportunity, Not a Threat

January 16, 2020

AI enables research roles to evolve, creating more accurate, agile research. Confirmit's Wale Omiyale discusses how automated research is an opportunity, not a threat.

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Automated Research: An Opportunity, Not a Threat

January 16, 2020
Source: confirmit.com

AI enables research roles to evolve, creating more accurate, agile research. Confirmit's Wale Omiyale discusses how automated research is an opportunity, not a threat.


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Confirmit Receives Customer Experience Innovation Award from CUSTOMER Magazine

January 09, 2020

Digital Feedback solution honored for improving customer experience technology

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Confirmit Receives Customer Experience Innovation Award from CUSTOMER Magazine

January 09, 2020

New York, NY, Oslo, Norway and London, UK, January 9th, 2020Confirmit, the leading global solutions provider for Customer Experience, Voice of the Employee and Market Research (MR) announced today that TMC, a global, integrated media company, has named Confirmit’s Digital Feedback module as a 2019 Customer Experience Innovation Award winner presented by TMC’s CUSTOMER magazine.

The 2019 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences through all channels, including social.

“Digital is at the forefront of the feedback ecosystem, and businesses need to be able to swiftly and effectively capture, analyze and act on more data than ever before,” said Michael Wooh, Chief Marketing Officer, Confirmit. “With our Digital Feedback module, our clients can simplify the challenges of understanding and acting on digital feedback and drive their programs forward. We are honored to be recognized by TMC and the CX industry for our commitment to continued innovation and client success.”

Confirmit recently announced a tranche of new features to its Confirmit Horizons platform, including the new Digital Feedback module, which easily configures web and app intercepts, and enhanced, AI-driven text analytics. This provides users with a seamless digital experience and delivers richer insights from customer experience and research programs.

Congratulations to Confirmit for receiving a 2019 Customer Experience Innovation Award,” said Rich Tehrani, CEO, TMC. “Confirmit’s Digital Feedback module within Confirmit Horizons has been selected for setting the standard in delivering world-class customer experiences across all channels. We’re pleased to recognize this achievement and know we will continue to great innovation from Confirmit in 2020 and beyond.”


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2020 CX: ‘The age of trust’

January 06, 2020

To thrive in 2020 – the ‘age of trust’, there are three key resolutions that we will all need to embrace if we’re going to clamber out of the current CX investment slump and empower employees to use insight as a catalyst for real change.

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2020 CX: ‘The age of trust’

January 06, 2020
Source: confirmit.com

To thrive in 2020 – the ‘age of trust’, there are three key resolutions that we will all need to embrace if we’re going to clamber out of the current CX investment slump and empower employees to use insight as a catalyst for real change.


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RS Components Harnesses Confirmit Text Analytics to Drive Action

December 19, 2019

Enhancements to Customer Experience strategy drive improvements at every stage of the customer journey

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RS Components Harnesses Confirmit Text Analytics to Drive Action

December 19, 2019

Enhancements to Customer Experience strategy drive improvements at every stage of the customer journey

London, UK, New York, NY and Oslo, Norway: 19 December, 2019: Confirmit has announced that RS Components (RS), a global multi-channel provider of industrial and electronic products and solutions, has expanded its highly successful strategic Voice of the Customer (VoC) program, underpinned by Confirmit Horizons, with the addition of the Confirmit Genius text analytics solution. The enhanced approach spans the full buying journey to build a clear – and actionable – picture of the customer experience that will empower employees to drive action.

The program, which has run since 2014, has enabled RS to put customer experience at the heart of its operations, with CX metrics forming one of the top five corporate strategic KPIs.

Greg Christopher, Performance Insight Manager at RS, explained: “After the success we’d already had with our program, the logical next step was to harness text analytics to get a deeper understanding of the customer journey. Most importantly, it would enable us to find clarity amongst the noise created by so much data and provide a curated view for our users who are not data analysts. Being able to get them the insight that is relevant to them was the ultimate objective.”

Following the deployment of Confirmit Genius, RS has quickly been able to achieve an 85% accuracy for sentiment and categorization, mapping these against the customer journey.

RS already has 850 companywide users, over 300 of whom are actively making use of text analytics every month. “Introducing text analytics puts the power to make a difference in the hands of every employee. There is no doubt that enabling all of our employees to use text analytics to understand what customers say in their verbatims contributes to our ability to make decisions to improve the customer experience,” he continued.

Dozens of improvement initiatives have been informed by utilizing text analytics to gain insight and demonstrate improvements made. Most recently, the success has led to the application of text analytics to the RS Live Chat transcripts. Live Chat data is imported into the Confirmit Horizons platform so that employees can review customer verbatims, trends, sentiment or word clouds.

“We had captured over 200,000 comments in our Live Chat channel but unlocking the insight contained within these verbatims was difficult. By adding text analytics on Live Chat, we have been able to make very quick changes which are a huge benefit to those responsible for each stage of the customer journey and to the business as a whole. It’s really helping to aid decision making and drive change,” he said.

Looking ahead, RS will continue to use Confirmit Action Management to further formalize the process of monitoring action taken. Tim Hannington, Chief Revenue Officer at Confirmit, explains: “What’s great about working with the team at RS is that they are always looking for new ways to improve their program and drive great value. By adding text analytics, and moving towards more action-based approaches, they will be better able to understand how to turn every experience into a great experience.”


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Technology: The Driver for a Research Revolution

December 10, 2019

The surge in new MR technology and solutions allow researchers to manage and analyze data mountains. What are the technologies underpinning the brave new world for Market Research?

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Technology: The Driver for a Research Revolution

December 10, 2019
Source: confirmit.com

The surge in new MR technology and solutions allow researchers to manage and analyze data mountains. What are the technologies underpinning the brave new world for Market Research?


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