CX, VoE and MR Resources

Learn Expert Tips & Best Practices

Keep up with all the latest happenings in the Customer Experience, Voice of the Employee and Market Research industries, learn lessons from the experts, and identify the best ways to use Confirmit.


Confirmit Team
By Confirmit Team
11/16/2021

According to Forrester, digital customer service interactions are due to increase by 40% through 2021. Partly due to the global pandemic, this phenomenal increase has forced brands to add more channels and truly embrace digital transformation in their organization.

Read More

Confirmit Team
By Confirmit Team
10/22/2021

Covid changed so many things in our world beginning in March 2020. Among them, it changed when we could leave our homes, where we went when we did, how we purchased what we needed to live, and how all this was delivered to us. In this webinar, we'll talk about how the pandemic also changed the way savvy companies like Best Buy responded to customers’ dynamic behaviors.

Read More

Howard L. Lax, PhD
By Howard L. Lax, PhD
10/12/2021

Companies strive to create value. What is the source of that value? While investors and M&A folks will talk about market capitalization and finance people will be quick to point out the company’s assets, value is created by customers. In fact, the value of your company is determined by the current and future value of cash flows from customers.

Read More

Confirmit Team
By Confirmit Team
09/09/2021

These days, it’s hard to find a company that doesn’t say it competes on customer experience (CX). At the same time, we know as both CX pros and consumers that many – some might say most – deliver mediocre experiences on a good day and flat-out crummy experiences most of the time.

What is the source of this gap between what companies say and what companies do? Reflecting on this issue, what follows are 10 explanations, which probably are by no means exhaustive. In no particular order, here are 10 causes of lousy customer experiences and tips to help address each challenge.

Read More

Andrew Farries
By Andrew Farries
08/16/2021

I was recently contacted by someone asking for some advice around how to drive ownership around poor customer experiences. I am sure a number of you have faced similar situations at some level at some stage. Indeed, it is almost a rite of passage for any CX professional. That is to say, until you’ve convinced someone to own a customer experience problem, you’ve not properly earned your CX stripes.

Read More

Phil Durand
By Phil Durand
08/16/2021

We’ve all told stories about the things that happen to us in our lives. It’s part of how society works – the sharing of experiences. The telling of stories is part of how we learn. And our brains seem to be built to remember a story more readily than anything else. Can you remember your best friend’s phone number? Course not. Can you remember that time when the two of you? Absolutely! It’s not that one is more important than the other, it’s that most brains retain a story more easily than facts and figures, numbers and dates, names and addresses.

Read More

Phil Durand
By Phil Durand
08/04/2021

Actually, for all the jokes and banter within agencies when staff cross over to ‘the dark side’, there are several good reasons why I think everyone should spend time working client side (and vice versa too, but that’s a story for another time). And I’m not talking about just on a secondment. Put some money in the game – like, your livelihood – for two or three years - so it’s clear to everyone just how serious you are about this.

Read More

ACE Awards Team
By ACE Awards Team
06/15/2021

The Confirmit ACE (Achievement in Customer Excellence) Awards program celebrates outstanding achievement in customer and employee experience. Receiving a Confirmit ACE Award demonstrates an organization’s rigorous application of Customer Experience best practices, and its outstanding performance as measured by those processes.

Read More

Confirmit Team
By Confirmit Team
05/27/2021

In this session, Scott Woodward, Research Manager at KS&R, will describe how he leverages Confirmit’s innovative end-to-end solutions to support the firm’s growth and produce deeper insights, faster than ever before. Scott will share how Confirmit’s flexibility and comprehensive offering has brought success for KS&R and its clients.

Read More

Confirmit Team
By Confirmit Team
05/11/2021

Finally, we’ve reached the last letter of SEED – “D.” For those who are just joining us, The SEED approach is a series of challenges (you have tasks to complete!) that leads you to create a guide to building your own data visualization strategy.

Read More

  PREVIOUS  |  PAGE OF 99  |  NEXT