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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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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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Confirmit Announces AI-driven Digital Experience Solutions

December 10, 2019

Latest innovations simplify feedback analysis across social, app and online channels

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Confirmit Announces AI-driven Digital Experience Solutions

December 10, 2019

Latest innovations simplify feedback analysis across social, app and online channels

London, UK, New York, NY and Oslo, Norway: 10th December 2019: Confirmit has announced a tranche of new features to its Confirmit Horizons platform. Together, they provide a seamless digital experience that delivers richer insights from Customer Experience and research program. The latest innovations simplify the challenges of understanding and acting on digital feedback.

The major developments include; new partnerships with Brandwatch and Tealium, a new Digital Feedback module for easily configuring web and app intercepts, and enhanced, AI-driven text analytics. This combination enables businesses to intelligently analyze and act on digital feedback across key digital channels of social, app and online.

Terry Lawlor, EVP Product Management at Confirmit explains “Digital now permeates the entire feedback ecosystem, and businesses need to be able to capture, analyze and act on more data than ever before. Our latest innovations enable users to capture feedback from a huge range of sources – structured and unstructured – and map them using Confirmit SmartHub. By using deep learning AI techniques, we are now able to provide more advanced decision and action support than ever before.”

The latest additions to the platform include:

  • Mobile App SDK: Allows businesses to embed feedback collection into their existing mobile apps. This provides a completely seamless look and feel and allows easy configuration of when app intercepts are triggered. This means that users are in complete control over how surveys within the app look and behave.
  • Digital Feedback: CX teams and researchers can capture web-based insights and leverage the power of tag management systems such as Tealium without the involvement of web development teams. This provides greater flexibility and efficiency in improving the web user experience, using branded and engaging digital data collection techniques.
  • Concept Miner: Concept Miner now supports human-guided AI to uncover new topics so that text analytics is not limited to pre-defined category models. Companies are able to apply human intelligence combined with AI to continually learn, with an automated eye on what’s changing in their world.
  • Social Listening: The new partnership with Brandwatch enables businesses to import brand mentions from millions of data sources into Confirmit Horizons for AI-driven analysis using the power of Confirmit Genius and Concept Miner.
  • Social Reviews: Confirmit Horizons now offers the ability to capture and analyze social reviews from all the most common review sites, with the option to configure new review sites as needed.

Lawlor summarizes: “For many insights and CX teams, agility and control are critical to driving success. These new innovations use advanced AI techniques to simplify the capture and analysis of all forms of digital feedback, freeing them up to make better, data-augmented decisions, supported by their human experiences and intuition.” 


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Cromwell puts Confirmit at Heart of Strategic Customer Experience Program

December 05, 2019

Leading industrial tools and services supplier benefits from Confirmit’s holistic approach to CX program development

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Cromwell puts Confirmit at Heart of Strategic Customer Experience Program

December 05, 2019

Leading industrial tools and services supplier benefits from Confirmit’s holistic approach to CX program development

London, UK, New York, NY and Oslo, Norway: 5th December, 2019: Cromwell, a leading UK and international supplier of high-quality industrial tools and services, has launched a strategic Customer Experience (CX) program, underpinned by Confirmit Horizons, to enhance its long-term commitment to delivering a truly customer-focused service.

Its investment in Confirmit Horizons in June this year follows the centralization of its customer service processes following its acquisition by W.W. Grainger, Inc., in 2015 and the creation of a dedicated insight function in 2018.

Elaine Barnes, Chief Customer Officer at Cromwell explained: “In order to minimize the impact of organizational changes on our customers, we recognized a need to change our company culture - putting the focus firmly on the customer. We needed to improve our ability to listen to and respond to customers so that we could enhance the experience across the entire the customer journey.”

Cromwell selected Confirmit as its strategic partner for its CX program because of the breadth of functionality offered and its ability to integrate with existing solutions including Salesforce. Importantly, Confirmit was able to provide Cromwell with a holistic, consultative approach to CX program development and deployment.

Sarah Melville, National Customer Insight Manager at Cromwell, discussed how Cromwell considered other providers, but “Confirmit was the only organization that could provide the expertise and support we needed at the outset. The Confirmit team has helped us to understand how to create a CX program that is reflective of customer needs and what Cromwell can do to respond, empowering us throughout the process.”

Cromwell launched the CX program during Customer Service Week in early October. All staff were provided with in-depth training on the Confirmit dashboards, with a focus on how to understand results, use filters and view individual and team performance before the CX program went live.

In the first month, the company has achieved a 12% response rate, much higher than expected for so early in the program. 

Louise Mole, Head of Customer Experience at Cromwell commented: “The feedback we are receiving is extremely encouraging. Our ability to listen more effectively and to respond immediately to what customers are saying means that people feel that their feedback is being heard. We’ve seen a remarkable jump in our Net Promoter Score® as a result.”

Looking ahead, Cromwell has recently recruited a CX analyst who will be responsible for the day-to-day management of the program. This is expected to play a central role in daily working life, with up to 200 team members expected to use the insight dashboards to help drive customer centricity.

Cromwell is on schedule to introduce text analytics before the end of the year and plans to launch nine surveys by March 2020 to cover different stages and channels of the customer journey.

Melville noted: “Working with the Confirmit team on getting text analytics up and running has been fantastic. They just “get it”. They interpret customer comments perfectly, so are able to help us build a model that will give us incredibly rich insights to work from.”

Barnes added: “Combined with our new branding and a five-year business plan that marks a shift in culture towards the customer, we consider the launch of the CX program – and our partnership with Confirmit - to be a turning point for the business.”

“The addition of Voice of the Employee (VoE) and Voice of the Supplier (VoS) programs in the future is the next logical step, enhancing our ability to carry out root cause analysis to find the source of customer and wider business issues. We know that Confirmit will be on hand as a trusted partner to help us at every step of the way,” she said.

Henry Dack, Head of Strategic Accounts at Confirmit said: “We’re delighted to be working with the Cromwell team on this strategic approach to customer experience. Their commitment to building a customer-centric culture is contagious and what we’ve been able to achieve together in a short space of time bodes extremely well for their future success.”

 

Net Promoter® is a trademark owned by Satmetrix Systems, Inc., F. Reichheld, and Bain & Company

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Confirmit Reflects on 2019: A Year of Global Expansion and Forward-Thinking Initiatives

December 03, 2019

Confirmit leads with technological developments, greater global reach, and industry recognition across the globe

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Confirmit Reflects on 2019: A Year of Global Expansion and Forward-Thinking Initiatives

December 03, 2019

Confirmit leads with technological developments, greater global reach, and industry recognition across the globe

New York, NY, Oslo, Norway and London, UK, December 3rd, 2019 Confirmit, the leading global solutions provider for Voice of the Customer (VoC), Voice of the Employee and Market Research (MR) is poised to enter 2020 with enhanced technology, greater global alignment, and top industry recognition to meet the evolving needs of its global client base.

As part of its focus on meeting the technological, security and compliance needs of a global client base, Confirmit will launch a new Horizons Cloud environment in Germany, based on Microsoft Azure, by the end of 2019. This adds to Confirmit’s existing SaaS and Cloud environments currently available in the UK, US, Australia and Canada, and ensures that Confirmit’s customers are able to store their data in compliance with increasingly stringent data localization laws and regulations.

“The progress and implementations we’ve made this year directly reflect the increasing pace of the industry, particularly in terms of our clients’ progressively global needs,” said Ken Østreng, CEO of Confirmit. “We’ve prioritized the ability to deliver world-class products and solutions to our clients, giving them the enhanced ability to make smarter, faster decisions and deliver even better business outcomes.”

 

Driving Customer Success:

Throughout 2019, Confirmit achieved several exciting milestones, particularly for its global MR clients – from the launch of new MR capabilities to the renewal and creation of innovative partnerships:

  • Technology Solutions:

In September, Confirmit announced its latest release of its comprehensive, industry leading software platform, Confirmit Horizons, to offer MR organizations greater field reporting, management and usability capabilities.

  • Customer News: Confirmit celebrated its clients through its two awards programs dedicated to recognizing excellence in customer experience and Market Research:
    • The 2019 ACE Awards, dedicated to Confirmit customers who have achieved demonstrable success in customer experience and employee engagement. Winners included: Amadeus Hospitality, ARI, Catalent, Empire Today, LexisNexis, Philadelphia Insurance Companies, and Wyndham Destinations Asia Pacific.
    • The 2019 Achievement in Insight and Research (AIR) Awards celebrated clients who demonstrate innovation excellence in Market Research and insights. The global list of winners featured: Ecorys, Enhance Research, Fine Research, InsightWorks, Nepa, Nielsen China, QRS, and W5.

Confirmit also welcomed many new Market Research clients from around the world, and extended partnerships with existing businesses, including; CloudXink, Lieberman Inc., Integral Research, KS&R, and Userneeds.

 

A Partner for Success:

Confirmit has continued building on its reputation as a trusted partner to businesses committed to using customer experience initiatives to drive wider business success. It has aligned its global consulting team under the leadership of the recently promoted Chris Brown, VP, Global CX Consulting, adding new CX consultants in the UK, US and Australia. The team is dedicated to using their vast experience to work as a close partner with clients, proving clear guidance and best practices to avoid common pitfalls in the CX journey.

“Many B2B organizations overuse customer loyalty surveys, often relying on a small number of data points or a few of their most vocal customers’ opinions to create a strategy,” said Lisa Nakano, Service Director, Customer Engagement Strategies, SiriusDecisions. “Although these relationship surveys are valuable for understanding the loyalty of a customer base, they should not be the only component of a customer insights program. It is vital that businesses integrate and map business data from multiple sources, using surveys to fill in the gaps where only the Voice of the Customer can provide the insight required to make smart, customer-focused decisions.”

 

Events, Awards and Recognition:

Confirmit hosted a range of successful events around the world this year, including a global roadshow in NYC, London and Sydney focused on using insight to drive business success. Hundreds of people attended the events titled “Evolution or Revolution: The Road to Rock Stardom” to hear from industry leaders, analysts, and Confirmit experts. The roadshow was part of Confirmit’s commitment to be a partner and enabler of insight-driven success.   

Confirmit continues to be recognized as an industry leader through the following achievements, and sets the tone and standard for success through recognition of its customers and executives:

  • Confirmit won the Gold Stevie® Award in the Business Intelligence Solution category in the 13th annual Stevie Awards for Sales & Customer Service
  • Confirmit Horizons was named as a 2019 CUSTOMER Product of the Year Award winner by TMC
  • The company won the Tech Culture award from TMC, which recognizes the best-of-the-best work cultures within the technology sector
  • Confirmit’s Director of CX Consulting Phil Durand and Confirmit customer Zancesca Spagnoletti, AVP of Customer Experience at Philadelphia Insurance Companies were named finalists of the 2019 CX Impact Awards by the Customer Experience Professionals Association (CXPA)
  • Quirk's named Confirmit a finalist for the Market Research (MR) Supplier Award, part of the larger Marketing Research and Insight Excellence Awards.

 


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KS&R Extends Confirmit Partnership to Drive MR Innovation

November 19, 2019

Customization, Security and Accessibility drive a successful long-term partnership

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KS&R Extends Confirmit Partnership to Drive MR Innovation

November 19, 2019

Customization, Security and Accessibility drive a successful long-term partnership 

New York, NY, London, UK, Oslo, Norway: November 19, 2019: Knowledge Systems & Research, Inc. (KS&R), a global Market Research firm, will continue to harness Confirmit’s most innovative solutions to support their growth. The long-running partnership, which spans close to two decades, enables KS&R to create highly customized, proprietary data collection platforms and meet the increasingly stringent security and accessibility requirements that its customers demand.

“Our clients’ businesses are constantly changing and we are always being challenged to be creative and think differently,” said Michael Nash, President, KS&R.  “We are now using Confirmit Horizons to manage and support our custom panels – which allows us to provide a faster turnaround for our customers who need to capture insights from specific or unique target groups. Moreover, it enables our clients to follow the data collection process in near real-time.”

KS&R and Confirmit have also partnered to lead the way in addressing the accessibility requirements identified by the Americans with Disabilities Act (and similar statutes throughout the globe). Both companies have invested heavily on inclusivity measures, to ensure surveys are available to the broadest portion of the global population as possible.

 “KS&R has an expansive list of global clients ranging in needs, so it was clear from the start of our partnership that they needed customization and a secure environment,” explained Shirley Panek, Vice President of Client Development, Confirmit. “We love tackling new challenges with the KS&R team and look forward to continued success as they help their clients drive better business outcomes.”

Nash agreed, “We look forward to supporting our clients’ next hurdles, by collaboratively solving new problems with assistance from Confirmit and their dedicated team.”


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