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Confirmit Consultant to Join Rutgers University Customer Experience Certificate Program Leadership Board

December 20, 2018

Shelly Chandler, Vice President of Customer Experience Consulting, to Serve on Board

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Confirmit Consultant to Join Rutgers University Customer Experience Certificate Program Leadership Board

December 20, 2018

Shelly Chandler, Vice President of Customer Experience Consulting, to Serve on Board

New York, NY, London, UK, Oslo, Norway: December 20, 2018: Confirmit, the world’s leading SaaS vendor for multi-channel Customer Experience, Employee Engagement, and Market Research solutions, announced today that Shelly Chandler, Vice President of Customer Experience Consulting, has joined the Leadership Board for Rutgers University Customer Experience Certificate Program.

The Board supports attendees of the Rutgers Customer Experience Certificate Program who are immersed in an intensive, collaborative, and educational environment, learning to apply principles and techniques that drive customer experience innovation. In her position, Shelly will provide input on the program and leadership through classroom visits, forums, and conferences, and by actively participating in student coaching opportunities.

“I am honored to have the opportunity to work alongside other CX leaders for Rutgers University Customer Experience Certificate Program,” said Chandler. “Confirmit’s involvement is one more step in illustrating our commitment to helping grow and evolve the industry. I am excited to help all CX practitioners overcome organizational and market challenges in creating purposeful, next-level customer experiences.”

Shelly has over 25 years of experience as a customer experience strategist and marketing leader, and she is committed to growing the customer experience discipline and community. As Vice President of Customer Experience Consulting, Shelly creates a vision for customers and builds programs to improve processes that will enhance customer experience, working with leaders and team members to improve their engagement.

"We’re excited to benefit from Shelly’s expertise on our Leadership Board,” said Stephen Carter, Director of the Center for Innovation Education at Rutgers University. “Confirmit’s dedication to enhancing and growing this program on behalf of their customers is tremendously inspiring. While we are seeing similar efforts from forward-thinking businesses that know providing a great customer experience is the differentiator, Confirmit is leading the way.”


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TVH uses Voice of the Customer to Elevate the B2B Customer Experience

November 27, 2018

Global materials handling giant selects Confirmit for three-year CX deal

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TVH uses Voice of the Customer to Elevate the B2B Customer Experience

November 27, 2018

London, UK, Oslo, Norway and New York, NY, 27th November 2018: TVH, the global supplier of parts and accessories for material handling and industrial equipment, has selected Confirmit to support the implementation of its new worldwide Voice of the Customer (VoC) program.

The program, which focuses on the TVH Parts business, underpins TVH’s corporate mission to drive excellence in customer relationships. It will be delivered as part of a three-year deal with Confirmit.

Silke Verfaillie, Business Project Manager at TVH, explained: “Our decision to create a global VoC program is the result of our corporate initiative to improve the customer experience (CX). TVH is committed to better managing our customer practices and matching our performance with changing customer demands.

“We have already worked hard to identify customer-facing processes and analyze how effective they are in terms of the quality of customer interaction we deliver. The VoC program will take this to the next level. We will use the insight we gather to take action that puts the customer at the center of all our business activities.”

TVH’s dedicated CX Team will manage the program, using it to gain a robust and detailed understanding of the customer experience. This will drive the business to become more customer-centric across every process.

Tim Hannington, Chief Revenue Officer at Confirmit, said: “TVH has a clear understanding of the value that customer insight delivers and the importance of sharing it across the organization. We’re delighted to be working with a company that is dedicated to putting CX at the heart of their business. Our VoC expertise and our robust technology solutions are a great fit for TVH, and we look forward to working together to deliver their clear customer goals.”

Confirmit will provide TVH with its proven combination of VoC consultancy and the Confirmit Horizons platform. The platform will enable rapid deployment of multi-channel, multi-lingual feedback surveys to TVH’s customers across the US and European markets. It will provide TVH with tools including text analytics, drill-down dashboard reporting, alerting and closed-loop capabilities. It will also enable integration with sales and CRM databases.

Verfaillie concluded: “We are a B2B organization and we need to bring our customer experience in line with expectations seen in the B2C world. The combination of Confirmit’s consultants and technology will ensure we achieve this. We will be able to deliver the operational excellence we strive for through continuous, measured improvements and innovative business practices.”


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HESA Selects Confirmit to Support Innovative Graduate Outcomes Program

November 15, 2018

New research program will deliver richer insights to drive higher education developments

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HESA Selects Confirmit to Support Innovative Graduate Outcomes Program

November 15, 2018

New research program will deliver richer insights to drive higher education developments

London, UK and Oslo, Norway: November 15, 2018: Confirmit has today announced that the Higher Education Statistics Agency (HESA), the experts in UK higher education data and analysis, will be using the Confirmit Horizons platform to support its new UK-wide Graduate Outcomes program.                                      

Graduate Outcomes is an ambitious new program, delivered by HESA that will enable higher education providers to understand how their graduates progress in their careers after graduation. The new model will ensure HESA is able to capture rich, robust and innovative data about graduates that would build a clear picture to help enhance courses but also reflect recent changes in the HE sector and graduate labor market.

Paul Clark, HESA Chief Executive explained: “The Graduate Outcomes survey represents a significant change in how we collect and publish data about the activities and perspectives of graduates. It was critical that we work with suppliers who can support the delivery of the survey effectively, cost-efficiently and with expertise. We ran a wide review of potential suppliers for the survey and data collection part of the program and it quickly became clear that Confirmit was the right partner for us.”

The first wave of the program will go live in December and will include both online and telephone data collection, provided through Confirmit Horizons. On an annual basis, over 700,000 graduates will be surveyed, approximately 15 months after the completion of their course. The program will ensure that HESA is able to gather consistent data using a robust model supported by Confirmit’s technology.

As the UK’s biggest annual social survey, HESA is committed to ensuring that not only do providers receive accurate, actionable data about their courses, but that graduates are able to provide feedback quickly and easily.

Paul Clark continued: “Providing meaningful data back to education providers depends on good response rates. This meant ensuring that web surveys function perfectly on mobile devices. This is important because we know that close to two-thirds of graduates will complete the survey on a tablet or smartphone. Confirmit Horizons will ensure we offer engaging surveys that deliver high-quality, actionable insight.”

Tim Hannington, Chief Revenue Officer, Confirmit, said: “The Graduate Outcomes program is a ground-breaking project and I’m delighted that Confirmit is part of the process. Innovative, methodologically-sound data collection techniques are at the heart of our technology and I’m confident that HESA will use the feedback they receive to provide a clear view of graduates’ success.”


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The Five Habits of Highly Effective CX Professionals Revealed in New Industry Report

November 13, 2018

State of Customer Experience 2018 Survey Uncovers Leaders, Laggards and Lessons in Global CX

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The Five Habits of Highly Effective CX Professionals Revealed in New Industry Report

November 13, 2018

State of Customer Experience 2018 Survey Uncovers Leaders, Laggards and Lessons in Global CX

London, UK and New York, NY and Oslo, Norway: 13 November 2018: There are five key habits that successful CX professionals have in common, according to the newly published State of Customer Experience 2018 report.

The study is one of the most comprehensive global surveys of CX practitioners and was carried out by Confirmit in partnership with Engage Business Media. The resulting report, the State of Customer Experience report analyzes the factors that define leaders and laggards in CX across different industries, and across B2B and B2C markets. The results show that leaders share common attributes which are critical in driving CX success, increased investment and customer-centricity.

Claire Sporton, SVP of CX Innovation at Confirmit, explains: “Unlike other studies, our report defines a CX Leader in terms of specific business outcomes, rather than those organizations that simply achieve the best CX metrics. Our experience shows that the proof of any program is the value it delivers across an organization and as such the most successful programs are seeing significant increase in investment.

“The report makes for fascinating reading, particularly when compared to our findings from last year. We’re seeing a clear maturity curve in terms of the sophistication of responses, which is reflected in the fact that nearly 60% of respondents have more than four years’ experience in CX. While this is great, there are also some red flags for us to consider, particularly around how companies are investing in actually driving change based on their CX programs.”

The findings of the research identify the five habits of highly effective CX professionals which should be adopted and cultivated by CX teams aiming to have an impact across their company:

  • Habit #1 - Define goals and drive the right ownership: Rather than focusing solely on CX metrics, successful practitioners are able to talk in the language of the wider business and define outcomes that make sense to all employees. 57% of leaders in the report agree strongly that stakeholders across the business are strongly invested in the goals of their programs, compared to just 25% of laggards.
  • Habit #2 – Think Innovation and action: The most successful CX practitioners understand that programs must drive innovation and real action, both of which must be tangible and communicated across the business. 51% of leaders strongly agree that their programs drive measurable innovation or change within their organization, compared to just 16% of laggards.
  • Habit #3 - Listening to more voices collectively: While an increasing number of companies surveyed are actively capturing both the Voice of the Customer and the Voice of the Employee in their programs, questions still linger over whether the feedback gathered is integrated and therefore useful in its combined form. Only 31% of organizations strongly agree that their programs combine multiple sources of insight. Leaders are those that work to drive integration between customer and employee voices – as well as those of partners, suppliers and other stakeholders, and other forms of data such as operational and financial.
  • Habit #4 - A focus on customer-centricity: Respondents to the report stress the importance of driving a customer-centric culture across their organization for CX to be successful. This means that employee engagement needs to be high across all levels of the organization, from the front line to board level. Again, this relies on a strong communication strategy, which is something 57% of leaders already have in place, while on 35% of laggards say the same.
  • Habit #5 - Continuously re-think: The report shows that the most experience CX practitioners aren’t necessarily those who run the most successful programs. It is easy for CX programs to go stale and get into bad habits, meaning constant innovation, re-evaluation and adjustment is critical. 67% of leaders in the report agree strongly that their program has driven significant investment in change, compared to 27% of laggards, supporting the view that continually asking ‘what’s next?’ is a key step in delivering long term CX success.

The full report investigates each of these habits, providing detailed insight and analysis that provides learning points for individuals and teams across the CX industry. To learn more, the full State of Customer Experience 2018 report is now available here.


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Confirmit Highlights Trust as the New Battleground for Insurers

November 09, 2018

Insurance companies who want to build long-term, profitable relationships with customers in the future need to focus on the importance of trust.

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Confirmit Highlights Trust as the New Battleground for Insurers

November 09, 2018

Insurance companies who want to build long-term, profitable relationships with customers in the future need to focus on the importance of trust. This was the main message from Claire Sporton, SVP, CX Innovation, Confirmit, at the company’s Insurance Summit in New York City last month.

Claire began her presentation acknowledging that the biggest challenge facing insurance companies is that when customers purchase from them, they aren’t getting a physical product or service – just a promise based on only trust. The winners of this battle understand the critical role of trust and how it can only be delivered through customer experience, setting the right expectations and then delivering those expectations constantly.

“Because trust is all insurance companies are really offering at the point of purchase, it’s important that trust is the top focus, ensuring they are delivering this to customers at the highest level, making them feel safe and secure.”

Sporton went on to explain the building blocks of trust: confidence, price, loyalty, ease and relationship. When it comes to a specific claim, speed, respect and control should be at the top of the list. With customer expectations increasing and financial services slipping to the bottom of the trust barometer, Sporton urges the need to focus on the customer experience.

“It is important to acknowledge that the tri-part relationship between the insurer, policyholder and broker/agents can add another layer of difficulty – then there is the additional pressure from the regulators. Once you bring in suppliers and adjusters, it can make for a very challenging task to improve the customer experience.”

The keys, Sporton explains, are focus, balance and momentum:

  • Focus – Focus on the basics: understand expectations, ensure you are meeting them and monitor consistency across the entire ecosystem.
  • Balance – Find a balance between tactical and strategic to get valuable insights, which will then help you make smarter decisions (enabling decision making at the front line, empowering the individual and providing guidance with the help of AI rather than being driven by it)
  • Momentum – Create momentum and make actions faster through behavior change and doing something different. Inspire your team, enable them with the right tools to do their jobs, and get out of the way!

Sporton was joined at the event by Ellen Carney, Principal Analyst, Forrester Research, Inc. and Sarah Day, Senior Director Customer Experience, Asurion. Roundtable breakout discussions were also held, and led by CX practitioners from Intact Financial, Erie Insurance, Selective Insurance, and Philadelphia Insurance.

For more about the event, visit the Confirmit blog.


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Bupa Global Continues to Drive Business Change with Confirmit

November 07, 2018

Highly successful Customer Experience program drives long-term culture change and ROI

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Bupa Global Continues to Drive Business Change with Confirmit

November 07, 2018

Highly successful Customer Experience program drives long-term culture change and ROI

New York, NY, London, UK and Oslo, Norway: November 7th, 2018: Leading international health insurer Bupa Global has strengthened its relationship with Confirmit to use the company’s solutions to run its highly successful Customer Experience program.

Bupa Global’s award-winning Customer Experience (CX) activities have been underpinned by the Confirmit Horizons platform since 2015. Since then, the Bupa Global team has expanded the program from a listening-based approach to a “Listen, Learn and Act” framework. This approach has delivered cost reductions, revenue increases and a culture shift towards greater customer-centricity.

James Elliott, Head of Operational Support, Bupa Global said: “The results of our customer experience program have been fantastic. We’ve been able to translate the Voice of the Customer into real business change. We have reduced our cost to service customers and increased renewal rates for key products. A vital component has been the ability for us to run our own program but to tap into Confirmit’s consulting expertise when we need to.”

Over 2,700 customer service cases were completed in 2017 as result of the CX program. In addition, the Bupa Global team has created dozens of change initiatives that directly impact the customer experience. Using a combination of multi-touchpoint surveys, advanced reporting and text analytics from Confirmit, the Bupa Global team is setting the standard at Bupa for customer-centricity.

Elliott added: “We have a really open, collaborative partnership with the Confirmit team which is vital in such a critical project. The way we work with Confirmit isn’t the sort of vendor/client relationship we have had with other technology providers. It’s about partnering for success. We’re delighted to continue that partnership for the next three years, and are excited about the new opportunities ahead.”

Tim Hannington, Chief Revenue Officer, Confirmit, said: “Bupa Global’s Voice of the Customer program is a real success story already, and we are very proud to be their partner in their long-term endeavors. I’m delighted that Confirmit’s teams and technology will continue to support the ambitious plans of the Bupa Global team. I’m confident the success will continue over the coming years.”


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