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Confirmit Named A Leader in Customer Feedback Management by Independent Research Firm

February 11, 2020

Achieves highest possible score in 15 criteria; selected as a leader amongst the 10 most significant providers in the customer feedback management space

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Confirmit Named A Leader in Customer Feedback Management by Independent Research Firm

February 11, 2020

Achieves highest possible score in 15 criteria; selected as a leader amongst the 10 most significant providers in the customer feedback management space

New York, NY, Oslo, Norway and London, UK, February 11, 2020 Confirmit, the leading global solutions provider for Customer Experience (CX),  Employee Experience(EX) and Market Research (MR) was named a Leader by independent research firm Forrester in a new report: The Forrester Wave™ Customer Feedback Management Platforms, Q1 2020.

The Forrester Wave Customer Feedback Management Platforms report assesses the current state of the market and details findings about how well each vendor fulfills the criteria and where each company fits in relation to another. Using its 40-criteria evaluation, Forrester identified the top vendors in the category and then researched, analyzed and scored them.

Confirmit received the highest possible score in the following criteria: Image and Video Feedback Collection and Mining, Analytics Capabilities, Dashboards and Reporting, Cost, VoE (as it relates to the customer experience), Scalability and Security.

“We’re working to ensure customers can really prove the value of CX activities, and we’re thrilled to be recognized as a leader in this evaluation by Forrester,” said Confirmit CEO Ken Østreng. “Through our technology and solutions, we aim to shift from simply reporting on the customer experience, to consistently driving change and empowering everyone across an organization to make decisions that deliver quantifiable business impact. We’re looking to help our clients and their CX teams not only inspire action, but to monitor and understand the impact of that action.”

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

  • Confirmit continues to focus on flexibility with its “freedom within a framework”. The vendor meets clients where they are by providing a very hands-on approach when needed or enabling self-service when teams are able and willing to do it themselves.
  • Of the vendors in this evaluation, Confirmit had the longest relationship with its customers. Confirmit remains committed to its customers from both a technology and services perspective – offering a wealth of managed and professional services to help customers advance their programs.
  • Reference clients appreciate the vendor’s flexibility, ability to be configured to their specific needs, cost, and how well the company listens to the voice of its own customers – with references noting that this has been consistent throughout their long relationships. B2B reference clients also cited Confirmit’s ability to meet their unique needs as a key reason they stay with the vendor. Confirmit is a great partner for firms looking for either DIY or managed service solutions and for firms that want to embrace the power of Employee Experience (EX) and VoE.

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Confirmit Ends 2019 on a High Note; Primed for More Success in 2020

February 06, 2020

Confirmit closes 2019 with a slew of customer news and technological innovations; continues momentum in 2020

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Confirmit Ends 2019 on a High Note; Primed for More Success in 2020

February 06, 2020

Confirmit closes 2019 with a slew of customer news and technological innovations; continues momentum in 2020

New York, NY, Oslo, Norway and London, UK, February 6th, 2020 Confirmit, the leading global solutions provider for Customer Experience, Employee Experience, and Market Research (MR) closed out 2019 with record booking for the fourth quarter, and a rapidly expanding global customer base.

“I’m delighted that we have been able to end 2019 on a high, with the momentum we need to make 2020 an exceptional year for Confirmit” said Ken Østreng, CEO, Confirmit. “Once again, we have been able to drive the market forward, not only through our latest technological innovations, but through our partnership approach that ensures our customers are able to generate positive business outcomes from our solutions.”

Technology Enhancements:

As part of Confirmit’s focus on meeting the global technology needs of its growing client base, Confirmit has launched its Horizons Cloud environment in Germany (based on Microsoft Azure) and it is now up and running for customers. This adds to Confirmit’s existing SaaS and Cloud environments currently available in the UK, US, Australia and Canada, and allows customers to store their data in compliance with increasingly stringent data localization laws and regulations.

The stability and robustness of Confirmit’s platform remained at the core of the technology, with 100% uptime on all environments in 2019.

Confirmit also announced a variety of updates and new features to its comprehensive, industry leading software platform, Confirmit Horizons. In September 2019, Confirmit made updates to offer MR organizations greater field reporting, management and usability capabilities. Just two months later, Confirmit announced another host of features centered around digital and AI. 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.

Customer News:

Just as 2019 was coming to a close, Confirmit announced that RS Components, a global multi-channel provider of industrial and electronic products and solutions, expanded its highly successful strategic VoC program, underpinned by Confirmit Horizons, with the addition of the Confirmit Genius text analytics solution.

In the final quarter of the year, Lenovo™, world leader focused on a bold vision to deliver smarter technology for all began collaboration with Confirmit to expand and enhance its customer experience programs.

Cromwell, a leading U.K. and international supplier of high-quality industrial tools and services and recently acquired by W.W. Grainger, Inc. also recently announced a strategic Customer Experience (CX) program, underpinned by Confirmit Horizons, to enhance its long-term commitment to delivering a truly customer-focused service.

Confirmit welcomed many new Market Research clients in 2019 and extended partnerships with existing businesses, including; CloudXink, Lieberman Inc., Integral Research, KS&R, and Userneeds.

Now an annual tradition, Confirmit celebrated its clients through two awards programs dedicated to recognizing excellence in customer experience and Market Research, the 2019 ACE Awards and the 2019 Achievement in Insight and Research (AIR) Awards.

Global Team Expansion:

Confirmit made a number of internal appointments in 2019 in an effort to build a more expansive team and provide customers with not only a wide array of best-in-class technology but expert consulting as well. New team members joined around the world, and key changes included:

  • Chris Brown was promoted to the role of VP of Global CX Consulting at Confirmit, where he leads a globally aligned and expanding team of CX experts to deliver CX consulting services globally.
  • Howard Lax was appointed to Principal Director of CX Consulting, where he now supports clients in their efforts to design, develop and implement their customer experience vision.
  • Andrew Farries was appointed as Director, Customer Experience Consulting in Australia.

Events, Awards and Recognition:

In 2019, it was the year to become an insight “rock star” – and Confirmit led the way with its global roadshow held in New York City, London and Sydney focused on using insight to drive business success for CX and MR professionals. The company brought together hundreds of insights professionals to the events titled “Evolution or Revolution: The Road to Insight Rock Stardom,” where industry leaders, analysts, and Confirmit experts spoke about how to achieve insight-driven success.   

As for award wins, Confirmit has already begun 2020 with recognition from TMC’s CUSTOMER Magazine, where its Digital Feedback module was named as a 2019 Customer Experience Innovation Award winner.

The company wrapped 2019 with a slew of achievements, ranging in recognition of its customers and executives to acknowledgement of its technology continuing to lead in the industry and drive success for its customers. Highlights include:

  • Engage Business Media named Confirmit a finalist for the Best Customer and Employee Engagement Program as a part of the 2019 International Engage Awards.
  • Confirmit was named a finalist in three categories for the UK Customer Experience Awards, including Team of the Year – Program, Customer Centric Culture – Initiative and Use of Insight & Feedback – Program.
  • Customer Experience Magazine named Confirmit’s SVP of Customer Experience Innovation Claire Sporton and Phil Durand “Top CX Stars.”
  • Confirmit won the Gold Stevie® Award in the Business Intelligence Solution category in the 13th annual Stevie Awards for Sales & Customer Service.
  • Quirk's named Confirmit a finalist for the Market Research (MR) Supplier Award, part of the larger Marketing Research and Insight Excellence Awards.
  • 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).
  • 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.

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Reframing MR for the 2020s

February 03, 2020

“It’s time to reinvent ourselves!”, according to industry experts who discussed the future of Market Research at a recent event hosted by Confirmit's Wale Omiyale.

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Reframing MR for the 2020s

February 03, 2020

“It’s time to reinvent ourselves!”, according to industry experts who discussed the future of Market Research at a recent event hosted by Wale Omiyale, SVP Market Research at Confirmit in London. Instead of focusing on data collection, response rates and margins of error, the industry needs to create a new identity for itself and reskill for a future as sense-makers.

The existing MR talent pool is up to the job, according to Vanella Jackson, CEO at Hall & Partners. “We’ve always been good at gathering data and distilling it but we must reframe and retrain talent to do a different job if we are to deliver at speed and provide advice that inspires and motivates people to do things differently. If we don’t, we’ll become redundant.”

Jude Nottingham, Managing Director at TLF Research agreed: “People are looking for something more from researchers now. Very few people are asking about sample size and confidence intervals, it’s a given that the data is reliable. Clients are looking for guidance, rooted in research. Our job is to inspire people to do something. Market Researchers need to deliver value by using conversations based on insight to unpick and understand issues that make a difference to a client’s business.”

David Smith, Director of DVL Smith and the author of The High Performance Customer Insight Professional, stressed the importance of insight professionals being able to seize strategic business opportunities. As a contributor to the recent ESOMAR thought leadership initiative – “How to demonstrate the value of investing in customer insight” – he highlighted the value of insight professionals being able to futureproof organizations. He suggested we enhanced our skills to operate as “managers of disruption”. For Smith, the question is: Are we able to recognize opportunities for strategic change?

Fortunately, organizations that demand big things of themselves are increasingly pushing MR professionals to challenge the status quo and do things that they’ve never done before. “The new generation of agencies are technology-driven, focused and innovative. Automation has its part to play but we need people who have amazing judgement and advisory skills. And we need to recognize the importance of those skills to provide the external perspective that our clients need. If we can do that, moving much more quickly to identify problems and solve them, we will have a sound future,” added Roger Perowne, CEO at Savanta.

Looking ahead, we need to recruit inspiring storytellers alongside data scientists. “We also need to make much better use of the whole MR ecosystem. We need to work with other agencies and technology providers and reach out to different areas of the business,” said Fiona Blades, Chief Experience Officer at MESH Experience. “The human element in research – the ability to listen and adjust to changing parameters – is going to be more important than ever.” Jack Tadman, Research Manager at Opinium added “for young researchers, the data part of MR is easy, but talking to people and engaging with them to make decisions is hard – that’s an area that MR agencies need to focus on for training”.

Ethics was also on the agenda, particularly in reference to trust from younger consumers. “Young people understand that nothing is free, and that we’re sharing some of our data” explains Katherine Nicholls, Director of Research at NetNatives. “But in most cases, they understand what the deal is and if they trust that their data is being used ethically, they’re ok with it”.

“Technology and people are where we must put the effort”, Omiyale concluded. “We need curious, insightful, challenging people to create diverse teams that deliver advice that provides real impact. We must stay ahead of the ways in which our clients are changing, view the world through their lens and innovate in how we deliver insights across the board. A full makeover may not be needed but MR’s role at the heart of Insight should not be under any doubt.”


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Confirmit Named Finalist in Global Stevie® Awards Competition

January 21, 2020

Confirmit Among Finalists in the 14th Annual Stevie® Awards for Sales & Customer Service Awards.

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Confirmit Named Finalist in Global Stevie® Awards Competition

January 21, 2020

Confirmit Among Finalists in the 14th Annual Stevie® Awards for Sales & Customer Service Awards

NEW YORK, NY, LONDON, UK and OSLO, Norway, January 21, 2020 — This week, Confirmit, the leading global solutions provider for Customer Experience,  Employee Experience, and Market Research,  was named a Stevie® Award Finalist for the Business Intelligence Solution category. A committee comprised of independent judges delved into a trove of information from over 2,600 nominations, originating from organizations across 48 countries before voting Confirmit worthy of international recognition.

Representatives from Confirmit will join over 600 professionals expected to convene in Las Vegas, Nevada, for the 14th Annual Stevie® Awards for Sales & Customer Service Awards Banquet. The awards are presented by the Stevie Awards, which organizes several of the world’s leading business awards shows including the prestigious International Business Awards® and the Stevie Awards for Great Employers. Confirmit will receive a Gold, Silver, or Bronze Stevie Award during the February 28 awards gala being held at Caesars Palace, in Las Vegas.

“We’re incredibly proud of our commitment to helping our clients drive change across their organizations and to deliver quantifiable business impact,” said Michael Wooh, Chief Marketing Officer, Confirmit. “Recognition in the global Stevie Awards is a reflection of the move of customer experience towards being a key component in business intelligence. Confirmit is committed to empowering its customers to make better decisions, and we’re delighted to be recognized for our latest innovations.”

Finalists were determined by the average scores of more than 180 professionals worldwide, working in seven specialized judging committees. Entries were considered in more than 90 categories for customer service and contact center achievements, and there were more than 60 categories for sales and business development achievements.

Maggie Gallagher, president of the Stevie Awards, commented, “Every Finalist nominee should be proud of the work they did over the past 18 months to be recognized by the judges. They should also be proud of how well they effectively communicated those achievements to the judges. We look forward to recognizing them all with Gold Stevie Award trophies and Silver and Bronze Stevie medals in Las Vegas on February 28.”

A list of Stevie Finalists across all categories is available at www.StevieAwards.com/Sales

 


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Automated Research: An Opportunity, Not a Threat

January 16, 2020

AI enables research roles to evolve, creating more accurate, agile research. Confirmit's Wale Omiyale discusses how automated research is an opportunity, not a threat.

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Automated Research: An Opportunity, Not a Threat

January 16, 2020
Source: confirmit.com

AI enables research roles to evolve, creating more accurate, agile research. Confirmit's Wale Omiyale discusses how automated research is an opportunity, not a threat.


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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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