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To Survey or Not to survey? How to Collect Customer Feedback During COVID-19

May 26, 2020

People have changed. The research and insight you gathered six months ago is out of date - it relates to a whole different world. So how can your organization collect customer feedback in an appropriate way?

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To Survey or Not to survey? How to Collect Customer Feedback During COVID-19

May 26, 2020
Source: confirmit.com

People have changed. The research and insight you gathered six months ago is out of date - it relates to a whole different world. So how can your organization collect customer feedback in an appropriate way?


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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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Measuring Customer Experience: Think Beyond the Numbers

May 05, 2020

In this article, Confirmit's Howard Lax shares his perspective about thinking beyond just numbers. The financial metric needs to speak to the rest of the business. And it needs to say – value.

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Measuring Customer Experience: Think Beyond the Numbers

May 05, 2020
Source: confirmit.com
In this article, Confirmit's Howard Lax shares his perspective about thinking beyond just numbers. The financial metric needs to speak to the rest of the business. And it needs to say – value.

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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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Rise of the Customer Experience Leader with MyCustomer

April 02, 2020

Confirmit and MyCustomer global research study explores the requirements, responsibilities and results of CX leadership.

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Rise of the Customer Experience Leader with MyCustomer

April 02, 2020
Source: confirmit.com

Confirmit and MyCustomer global research study explores the requirements, responsibilities and results of CX leadership.


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