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Confirmit Announces 2020 ACE Awards Winners

May 27, 2020

15th Annual Awards Program Recognizes Success in CX and EX in an Uncertain World

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Confirmit Announces 2020 ACE Awards Winners

May 27, 2020

15th Annual Awards Program Recognizes Success in CX and EX in an Uncertain World

New York, NY, Oslo, Norway and London, UKMay 27th, 2020 – Confirmit, the leading global solutions provider for Customer Experience, Voice of the Employee, and Market Research today announced the results of the 2020 Confirmit ACE (Achievement in Customer Excellence) Awards. For the 15th year, the annual award program recognizes Confirmit clients who demonstrate proven excellence and innovation in their Customer Experience programs.

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. Despite the challenges that many organizations face, a focus on understanding and acting on the Voice of the Customer and Employee remains core to this year’s winners.

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. Judges' Choice finalists impressed the judges by not only driving consistent programs, but using Confirmit’s solutions to drive action and change, delivering demonstrable business results.

These results include:

  • 25% increase in forecasted revenue as a result of actions taken based on customer feedback 
  • Company-wide customer focus resulted in an all-time high NPS score, with a +32pt increase in 2019
  • New customers onboarded within 14 days increased from 73% to 93%
  • Determined a seven-figure revenue increase per point improvement in client experience
  • Automated 80% of the survey feedback collection to support the entire business
  • Tangible cost reduction at a call center by utilizing feedback and saving 1200 calls per month

 

Winning organizations include:

  • Voice of the Customer
    • Judges’ Choice winners: CUA, If P&C Insurance AS, PennyMac, Visma
    • Standard winners: Amadeus, Cromwell, Cognita, Deltek, Empire Today, Erie Insurance, Just Group plc., Philadelphia Insurance, Pitney Bowes, PODS Enterprises, Quest Software, Selective Insurance, Waters Corporation, Western and Southern Financial Group, W5 with BolPA
  • Digital Success
    • Judges’ Choice winner: Pitney Bowes
    • Standard winners: Anixter, Erie Insurance, NHBC
  • Innovation
    • Judges’ Choice winners: Amadeus and Philadelphia Insurance
    • Standard winners: PennyMac and Pitney Bowes
  • Overall Business Impact
    • Judges’ Choice winner: Erie Insurance
    • Standard winners: Asurion and Pitney Bowes
  • Employee Experience
    • Judges’ Choice winner: King County
    • Standard winners: Cognita, DecisionWise, Philadelphia Insurance
  • B2B
    • Judges’ Choice winner: Catalent
    • Standard winners: Amadeus, Cromwell, Owl Solutions, Pitney Bowes, Quest Software
  • Professionals of the Year
    • Stephan Hogenbirk, Cognita
    • Barbara Lincoln, Erie Insurance
    • Zancesca Spagnoletti, Philadelphia Insurance

“It goes without saying that we are all experiencing difficult times, but it is remarkable to see so many contributions and customers who continue to see great success with their programs,” said Kyle Ferguson, CEO of Confirmit. “The submissions demonstrate how the customer and employee experience has become integral to the success of businesses. Everyone from executive leadership to the front-line teams are seeing the value of being truly customer-centric in their approach.”

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


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Confirmit Names Kyle Ferguson as New CEO

May 19, 2020

Ferguson brings expertise in high-growth SaaS organizations to insights market leader

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Confirmit Names Kyle Ferguson as New CEO

May 19, 2020

Ferguson brings expertise in high-growth SaaS organizations to insights market leader

London, UK, Oslo, Norway and New York, NY, 19 May, 2020 Confirmit, the leading global solutions provider for Customer Experience, Employee Experience, and Market Research today announced that Kyle Ferguson has joined the company as Chief Executive Officer. Ferguson is a seasoned executive with a track record of developing and leading high performing teams in the SaaS technology space, while supporting these businesses through necessary investment and growth stages.

Ferguson said: “I am thrilled to join the Confirmit team at this pivotal time. The recent merger with Dapresy presents huge opportunities for the business to support its customers around the world to use market, customer and employee insights to make the right decisions in challenging times and beyond. I am looking forward to working with the team to keep Confirmit at the forefront of innovation and to ensure we remain a trusted partner to our customers around the world.”

Ferguson has an extensive background in the technology space, with over 20 years’ experience in technology, banking and payments. Prior to joining Confirmit, Ferguson held the Chief Executive Officer role at Fraedom, a global financial technology company, where he successfully led the company’s sale to Visa Inc. in 2018. Prior to this, he also served as Chief Commercial Officer and Managing Director at the company, and spent 11 years with American Express previously.

Pål Malmros, Partner at Verdane, explained: “As we enter this new chapter, we’re delighted to have a visionary leader with a consistent track record of success. Confirmit’s goal has always been to provide clients with cutting-edge solutions that help them to grow their businesses, and we’re looking forward to an exciting future under Kyle Ferguson’s leadership.”


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ACCA Selects Confirmit as Partner for Global Customer Insights

May 05, 2020

Industry body will focus on customer experience to boost membership

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ACCA Selects Confirmit as Partner for Global Customer Insights

May 05, 2020
Industry body will focus on customer experience to boost membership
 
London, UK, New York, NY and Oslo, Norway: 5th May, 2020: Confirmit has announced that ACCA (the Association of Chartered Certified Accountants), the global body for professional accountants, will harness the Confirmit Horizons platform to run its program of research activity and to understand and improve the experience for its members and future members at different stages of their journey with ACCA.
 
ACCA’s investment in Confirmit, which forms a three-year agreement, will include the ability to capture feedback from the body’s 219,000 members and 527,000 students. The Confirmit team will work with ACCA to deliver a sophisticated panel solution to engage its audiences and understand accounting professionals’ views about the organizations’ services.
 
“We had a very clear view of what we were looking for in a technology partner” explained Alan Hatfield, Executive Director, Strategy and Development at ACCA. “We wanted a partner that saw how this development fits into our global digital transformation program, which is improving our delivery to students, partners and our members.
 
“As well as a range of digital data collection channels - particularly mobile – to provide a slick user experience for our members and future members, it was also important that we could manage the solution in-house. With Confirmit it was clear that the support and training we needed was available, but that we could be entirely in control of our approach.”
 
One of the key elements of the program is widget-based reporting that will enable the team to report effectively on tracking and ad-hoc studies. This will enable ACCA to identify and quickly act on the feedback, to ensure a positive experience for its stakeholders.
 
“While we have always worked to listen to the views of our members, the move to working with Confirmit represents a step change in our approach” said Alan Hatfield. “We are very excited to be bringing a range of disparate processes together into a more streamlined, efficient and effective program. Confirmit Horizons will underpin the success of our organization and our members into the future, through the use of innovative technology.’
 
“ACCA is a cornerstone of the accounting profession, and it’s fantastic to see them prioritizing the needs and views of their members” added Tim Hannington, CRO, Confirmit. “We’re delighted to be working with them and look forward to a long and successful partnership”.

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Confirmit Shares Resource Hub to Support the Insight Industry

April 30, 2020

Resource Hub enables insight professionals to play their part in building stronger future for their organizations

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Confirmit Shares Resource Hub to Support the Insight Industry

April 30, 2020
Resource Hub enables insight professionals to play their part in building stronger future for their organizations

New York, NY, Oslo, Norway and London, UK, April 30, 2020 Confirmit has announced a series of initiatives designed to support the Market Research, Customer Experience (CX), and Employee Experience (EX) industries over the coming months as result of the COVID-19 pandemic.
 
The COVID-19 Resource Hub delivers a program of solutions and resources that will help insight professionals interact with each other, learn from Confirmit’s experienced consulting team, and take advantage of dedicated solutions using the Confirmit Horizons platform.
 
The initiative is broken into three critical areas for insights teams:
  1. Connecting the community: Confirmit will connect peers in discussion groups, share webinars, and deliver a growing library of online resources to provide support and guidance to CX and EX teams and to Market Researchers.
  2. Supporting insights professionals: Confirmit is offering one-to-one conversations with its experts to talk through key areas where insight can support the organization. Further resources are available to enable insights professionals to learn more about the skills they need to develop to deliver business value.
  3. Free dedicated solutions: Businesses already using the Confirmit Horizons platforms can use new dedicated solutions harnessing Confirmit’s latest digital solution and text analytics capabilities to help better understand the needs of their customers and their employees.
 
Henning Hansen, interim CEO at Confirmit explained: “Our clients and the wider insights market are finding ways to adjust to our new reality, and we are committed to supporting them in every possible way. The ability to understand customers, employees and markets has never been more critical to helping companies make the right decisions. To that end, we must also focus on the future to ensure our customers are supported in the long term. We continue to work hard to ensure that our merger with Dapresy delivers exceptional solutions that deliver business-critical insight”.
 
"This is a challenging time for our customers, and we have found great value in using the Confirmit text analytics tool, including their proactive addition of the new Covid-19 features, to understand their needs and expectations,” said Barbara Lincoln, director of customer satisfaction and integration at Erie Insurance. “By leveraging insights the tool provides, we have been able to better anticipate and provide support to ERIE’s customers, agents and employees.”

Confirmit’s COVID-19 Resource Hub is available here, and the free solutions are available immediately to Confirmit Horizons users.

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Confirmit Named A Leader in Employee Experience by Independent Research Firm

March 18, 2020

Confirmit achieves a differentiated rating in the market approach, customization, and recommendations and workflow criteria

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Confirmit Named A Leader in Employee Experience by Independent Research Firm

March 18, 2020

Confirmit achieves a differentiated rating in the market approach, customization, and recommendations and workflow criteria

New York, NY, Oslo, Norway and London, UK, March 18, 2020 Confirmit, the leading global solutions provider for Employee Experience (EX), Customer Experience (CX), and Market Research was named a Leader by independent research firm Forrester in a new report: The Forrester New Wave™: EX Management Platforms For Large Enterprises, Q1 2020.

The Forrester New Wave EX Management Platforms for Large Enterprises report assesses top emerging vendors who have a complete employee experience management solution, multiple large enterprise customers and client inquires and/or capabilities that have put it on Forrester’s radar. Following a 10-criteria evaluation, grouped into current offering and strategy, and an in-depth briefing and a review of market presence.

Confirmit received a differentiated rating, the highest possible in five criteria, including: Market approach, vision, customization, recommendations and workflow as well as other data sources.  

“Having a strong pulse on the voice of your employees is key in identifying opportunity areas for your business as a whole and driving enterprise-wide success,” said Tore Haggren, SVP, Voice of the Employee at Confirmit. “We are thrilled to be named a Leader by Forrester in this rapidly-evolving space and look forward to continuing to help our customers make enhancements to their EX programs, interpret results and drive overall business success.”

When evaluating Confirmit, Forrester’s analysts noted the following findings:

  • Confirmit shines in flexibility, integration capability, scalability and analysis capabilities. Confirmit Horizons is a sophisticated platform for complex needs.
  • Confirmit Horizons best suits large organizations that need a scalable platform for diverse requirements. It is a serious surveying and data analysis platform that EX data scientists will love.
  • Confirmit’s customers praise the customizability of the platform and its ability to integrate with their various systems. They also praised the platform’s quality and data analysis, reporting and ability to reach both international and offline employees effectively.

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Confirmit Genius Named 2020 CUSTOMER Magazine Product of the Year Award Winner

March 12, 2020

Innovative text analytics solution from Confirmit is uncovering a treasure trove of customer, employee, and market insights

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Confirmit Genius Named 2020 CUSTOMER Magazine Product of the Year Award Winner

March 12, 2020

Innovative text analytics solution from Confirmit is uncovering a treasure trove of customer, employee, and market insights

NEW YORK, NY, LONDON, UK and OSLO, Norway, March 12, 2020Confirmit, the leading global solutions provider for Customer Experience (CX), Employee Experience (EX), and Market Research (MR) today announced that its text analytics platform Confirmit Genius has been recognized in CUSTOMER Magazine’s 22nd Annual Award. Recognized as an industry leading customer experience solution, Confirmit Genius has been announced by TMC as a 2020 CUSTOMER Product of the Year Award winner.

Confirmit Genius is a text analytics solution that leverages machine learning technologies to organize, categorize, and make sense of unstructured data for valuable insights. The solution ties that information — scattered across open-ended survey responses, business systems, CRM data, social media and more — with structured data to provide a complete picture of customer, employee, and market sentiments.

“Organizations across the world are sitting on an extraordinary amount of data that could be used to inform valuable business decisions,” said Michael Wooh, Chief Marketing Officer, Confirmit. “Confirmit Genius is undeniably changing the way businesses examine and act on data, and we’re absolutely thrilled that Confirmit is among this year’s winners.”

The 2020 CUSTOMER Product of the Year Award recognizes vendors who are dedicated to benefitting the overall customer experience by advancing the call center, CRM, and teleservices industries one solution at a time. A prestigious award within the communications and technology sector, the CUSTOMER Product of the Year Award aims to highlight innovative solutions that meet or exceed the expectations of customers.

“On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Confirmit with a 2020 Product of the Year Award,” said Rich Tehrani, CEO, TMC. “Its Confirmit Genius solution has proven it is deserving of this elite status and I look forward to continued innovation from Confirmit in 2020 and beyond.”

The latest award adds to Confirmit’s growing number of achievements demonstrating its leadership in the industry, commitment to innovate, and dedication to customer success.

A full list of award winners is available online. Award recipients will also be published in the 2020 2nd Quarter issue of CUSTOMER Magazine.


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