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Industry Expert Promoted to Confirmit Global CX Consulting Lead

August 14, 2019

Appointment marks continued focus on best practice and partnership

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Industry Expert Promoted to Confirmit Global CX Consulting Lead

August 14, 2019

Appointment marks continued focus on best practice and partnership

London, UK, New York, NY and Oslo, Norway: 14th August 2019: Confirmit has announced the promotion of Chris Brown to the role of VP, Global CX Consulting. He will lead a globally aligned and expanding team of CX experts who deliver a suite of CX consulting services to clients across the US, EMEA and Asia Pacific.

In the role, Brown will ensure that Confirmit’s CX consulting offering provides the clear, consistent guidance that its customers need to deliver successful Customer Experience programs. Increasingly, this means aligning CX to employee experience to drive real business and cultural change.

Brown has worked with the CX Consulting team since joining the company in 2012. He has extensive experience across the CX and Market Research industries, and during his time at Confirmit has worked in close partnership with many clients to design and develop highly successful CX programs. His experience, combined with the team’s varied expertise, creates a world-class CX resource delivering best practices across different regions, industries, customer types and partners.

Brown said: “Technology is a huge enabler in the development of data-driven CX programs. However, most businesses will also benefit from being able to draw upon real world experience and expertise to make their CX vision a reality. We work hard to form strong partnerships with our customers, enabling them to learn, apply and benefit from our experience. I’m looking forward to working with the growing consulting team to ensure that we deliver the added value that our customers require in their pursuit of CX excellence.”

Confirmit’s CX consulting team provides a strategic resource for the creation, implementation measurement and ongoing management of CX programs. The consultants have a deep level of expertise in Customer Experience, Research and Insight, as well as a vast array of client-side experiences across multiple industries.

Ken Østreng, President and CEO of Confirmit said: “Chris’ promotion highlights the importance Confirmit places on building true partnerships with our clients. We are committed to providing world-class software but have long recognized the vital role that guidance and experience take in ensuring real business success. Helping our customers to unlock the full potential of our solutions not only delivers the results they are looking for, but also provides us with an opportunity to respond to market demand for continued innovation.”


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Confirmit Honored with 2019 CUSTOMER Magazine Product of the Year Award

July 11, 2019

Confirmit Horizons ™ recognized for advancing the CX industry through innovation and quality

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Confirmit Honored with 2019 CUSTOMER Magazine Product of the Year Award

July 11, 2019

Confirmit Horizons ™ recognized for advancing the CX industry through innovation and quality

NEW YORK, NY, LONDON, UK and OSLO, Norway, July 11, 2019 Confirmit announced today that TMC has named Confirmit Horizons™ as a 2019 CUSTOMER Product of the Year Award winner.

Confirmit Horizons provides organizations with solutions that support the end-to-end management of Customer Experience, Voice of the Employee and Market Research, so teams can uncover richer insights, make smarter decisions and drive better business outcomes. Confirmit continues to develop solutions that support sophisticated global feedback and research programs, focusing on intelligence-driven innovations like AI and machine learning techniques that support ease of use and productivity.

“Confirmit is dedicated to providing clients with world-class solutions that make it easier for business leaders to make intelligent, insight-driven decisions that drive impactful outcomes,” said Michael Wooh, CMO, Confirmit. “We understand that CX teams are challenged to demonstrate clear business results in their programs, and we work closely with clients to build solutions that make it easier for CX practitioners to deliver value quickly and effectively. We are pleased to see continued recognition from TMC and the larger CX industry for our efforts to consistently advance and improve our solutions so clients can achieve greater overall business success.”

The CUSTOMER Product of the Year Award recognizes the most innovative customer experience technology solutions that are advancing the call center, CRM and teleservices industries one solution at a time. The awards highlight companies that are dedicated to delivering quality products that drive ROI for the companies that use them and 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 2019 Product of the Year Award,” said Rich Tehrani, CEO, TMC. “The company’s Horizons solution has proven deserving of this elite status, and I look forward to continued innovation from Confirmit in 2019 and beyond.”

The complete list of 2019 CUSTOMER Products of the Year Award can be found here.


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Confirmit Receives Customer Experience Innovation Award

June 25, 2019

Confirmit’s B2B Account Health solution recognized for best-in-class innovation

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Confirmit Receives Customer Experience Innovation Award

June 25, 2019

Confirmit’s B2B Account Health solution recognized for best-in-class innovation

NEW YORK, NY, LONDON, UK and OSLO, Norway, June 25th, 2019Confirmit announced today that TMC, a global, integrated media company, has named Confirmit B2B Account Health solution as a Customer Experience Innovation Award winner.

Confirmit B2B Account Health solution empowers teams to understand the accounts’ status and manage revenue risk collaboratively with an easy, streamlined user interface. With Account Health, companies receive richer insights to proactively identify and address the customer issues that have the biggest impact on the business goals, driving organization-wide engagement in the CX program.

“We know that revenue is a top priority for all companies, but challenges like customer churn, service reductions and stalling customer acquisition can stand in the way of growth,” said Michael Wooh, CMO, Confirmit. “To help business leaders mitigate risk, we developed a highly configurable solution to deliver rich insights to the right people at the right time so teams can make smarter business decisions and drive better business outcomes. We are honored to be recognized by TMC and the CX industry for our commitment to delivering innovative results.”

The Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences over all channels. Winners represent prominent players in the market who consistently demonstrate the advancement of technologies, and each recipient is a verifiable leader in the industry.

“On behalf of TMC and CUSTOMER magazine, we are pleased to honor Confirmit with a Customer Experience Innovation Award,” said Rich Tehrani, CEO, TMC. “Confirmit B2B Account Health Solution has proven to deliver a world-class customer experience to improve customer relationships, and we look forward to seeing their continued innovation driving success for Confirmit and their clients.”


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CloudXink Selects Confirmit to Support Ad and Brand Testing Across China

June 11, 2019

Data analysis and integration capabilities drive Confirmit Horizons platform choice

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CloudXink Selects Confirmit to Support Ad and Brand Testing Across China

June 11, 2019

Data analysis and integration capabilities drive Confirmit Horizons platform choice

London, UK, Oslo, Norway and New York, NY, 11 June 2019: Brand and advertising research specialist CloudXink has selected Confirmit Horizons to support its growing portfolio of research projects.

CloudXink works with a large number of FMCG companies across China with a particular focus on pre-testing of advertising and product concepts. It also delivers ad-hoc, customized projects for customers. Having grown quickly, the company needed to invest in a platform that could support the increasing complexity of the research programs it runs.

Confirmit Horizons was selected based on its ability to deliver comprehensive survey design and complex data integration and analysis. Multi-lingual campaign support was also a critical deciding factor.

Ruixing Zong, Founder and CEO of CloudXink explained: “A core focus for us is integrating various big data sources to provide detailed evaluation for marketing campaigns for large, well-known brands. This includes combining attitudinal and behavioral data, which can be a challenging process.

“We therefore needed a solution that was scalable and capable of handling the level and depth of data integration we need to deliver. Confirmit Horizons is an essential tool for us here, providing comprehensive access to sophisticated reporting, data visualization, and dashboarding.”

The survey design process is also a key element of the service that CloudXink provides to its customers, often requiring customization for bespoke, creative research programs.

The Survey Designer module of Confirmit Horizons delivers the capabilities that CloudXink needs to support all types of advertising and brand research projects, including pre-launch testing, post-launch evaluation and ‘brand truth’ measurement.

“Previous experience with Confirmit showed that it was the platform most capable of delivering sophisticated survey programming such as complex logic jumps and abundant question types. Building our own Confirmit program team has been on our agenda for some time, and now implementation of the Confirmit Horizons platform is proving a great success in terms of the research capabilities we can offer to our clients,” Zong continued.

Wale Omiyale, SVP Market Research at Confirmit said: “We’re delighted to welcome CloudXink as a customer. The company runs high-profile, in-depth research programs across China and places great emphasis on delivering excellent client value combined with technology-driven innovation – both of which reflect our own business principles.”


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Confirmit Announces 2019 ACE Award Winners

May 14, 2019

Clients recognized for success in Customer Experience programs and commitment to achieving true business excellence

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Confirmit Announces 2019 ACE Award Winners

May 14, 2019

Clients recognized for success in Customer Experience programs and commitment to achieving true business excellence

New York, NY, Oslo, Norway and London, UKMay 14th, 2019 – Confirmit, the leading global solutions provider for Customer Experience, Voice of the Employee, and Market Research today announced the winners of the 2019 Confirmit ACE (Achievement in Customer Excellence) Awards. Established in 2005, the annual award program recognizes Confirmit clients who demonstrate proven excellence and innovation in their Customer Experience programs. This year’s program focused specifically on how companies are using customer experience to develop insights that enable smarter decisions and better business outcomes.

This year’s program boasted a competitive applicant pool from a wide range of industries and countries around the world, including Australia, Canada, Norway, the UK and the United States.

Several of this year's winning companies have also been recognized with the prestigious Judges' Choice Award, which recognizes companies that exhibit exceptional results from their Customer Experience program. These results include:

  • $2m revenue increase for an online retailer as a direct result of a new non-purchaser feedback program
  • Delivery of live customer insights to over 700 frontline team members
  • A 96% overall customer satisfaction rating that drives a 90% policy renewal rate for a leading insurer
  • 15% cost reduction in customer retention for every 1% increase in customer satisfaction

Judges' Choice finalists impressed the judges by demonstrating how they use Confirmit's solutions to drive real business change and Return on Investment. In particular, the judges praised the work of Empire Today, the American seller of installed flooring, who have used an extensive testing process to achieve exceptional survey response rates for a retail business. In addition, the company has generated significant ROI through a new revenue stream that focuses on understanding what prevents customers from making a purchase. They also highlighted the success of Sodexo who run one of the most comprehensive B2B programs the judges have seen. In particular, the judges were impressed by how a long-running initiative continued to evolve and deliver demonstrable value to the business.

Winning organizations include:

  • Voice of the Customer
    • Judges’ Choice winners: Empire Today, UL, PennyMac, Erie Insurance
    • Standard winners: AIG Travel, Amadeus, ARI, Authorize.net, Asurion, Best Buy Canada, Cognita, Cybersource, Deltek Inc., Empire Today, Fujitsu (with Watermelon), Hyundai Capital America, Infor, LexisNexis, McKesson, Manulife, OpenText, Philadelphia Insurance Companies, PODS Enterprises LLC, Quest, Virgin Money, Waters Corporation, Western & Southern Financial Group, Wyndham Destination Resorts Asia Pacific
  • Business Impact
    • Judges’ Choice winners: Wyndham Destination Resorts Asia Pacific
    • Standard winner: Asurion, Empire Today
  • B2B
    • Judges’ Choice winners: Catalent, Sodexo
    • Standard winners: Amadeus, ARI, OpenText, PODS Enterprises LLC, Philadelphia Insurance Companies, UL
  • Multi-Channel
    • Judges’ Choice winners: Virgin Money
    • Standard winners: Cognita, Erie Insurance, GSK
  • Innovation
    • Judges’ Choice winners: Fannie Mae, Philadelphia Insurance
    • Standard winners: Amadeus, Company Pulse, Manulife, PennyMac, Pitney Bowes, Wyndham Destination Resorts Asia Pacific
  • Voice of the Employee
    • Judges’ Choice winners: Cognita
    • Standard winner: Mars, Incorporated

“We are hearing from our customers that Customer Experience programs have become a critical component to drive change across the entire business,” said Ken Østreng, CEO of Confirmit. “The 2019 ACE Award winners truly demonstrate how their programs are integrated company-wide, and are driving business excellence. Each year, we are thrilled to see how companies are turning their Voice of the Customer programs into a critical part of business intelligence that powers data-driven decision making.”

For more information on the Confirmit ACE Awards, visit https://www.confirmit.com/Company/ACE-Awards/.


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Confirmit Honored with Tech Culture Award

April 03, 2019

Company recognized for unique culture and commitment to the employee experience

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Confirmit Honored with Tech Culture Award

April 03, 2019

Company recognized for unique culture and commitment to the employee experience

NEW YORK, NY, LONDON, UK and OSLO, Norway, April 3, 2019Confirmit announced today that TMCnet has recognized the company in the third annual Tech Culture Awards. The Tech Culture Awards recognize the best-of-the-best work cultures within the technology sector, highlighting organizations that are committed to continuously improving the work-life balances of their employees.

As a seasoned technology business, Confirmit offers the stable and secure environment of a well-established company while retaining the agility and entrepreneurial spirit of a fast-moving company. Employees work closely together, despite being based in several offices around the world, the company offers an excellent working culture, strong career development opportunities and the ability to make a real impact in the organization and with clients.

“At Confirmit, we’re very proud of our culture of collaboration and knowledge sharing,” said Heidi Brumbach, Executive Vice President, Global Human Resources, Confirmit. “We’re honored to be recognized for our efforts in cultivating a flexible and enriching environment that promotes employee development and encourages innovation. Our collaborative approach internally has been proven time and time again to deliver top-notch service and reliable guidance to our customers.”

“The mission of these Tech Culture Awards is quite simple,” said Rich Tehrani, TMC’s CEO and Group Editor-in-Chief for TMCnet. “We have surveyed and selected companies who are looking for the best and brightest tech talent and are willing to go the extra mile to provide what they believe is the ideal tech culture. Confirmit has demonstrated that they are committed to growth through providing a truly distinct and upbeat environment, rewarding employees for their contributions, and focusing on work-life balance.”

The complete list of Tech Culture Award winners can be found here.


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