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.


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Forrester
By Forrester
06/14/2018

This report from Forrester Research recommends the best ways for driving customer-centric behaviors that improve CX delivery and guides CX pros on weaning their organizations off monetary CX incentives.

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Confirmit Team
By Confirmit Team
06/11/2018

Customers of financial services have much higher expectations of service and how companies should deliver it. They want financial organisations to use the data they’ve collected to make their lives easier. They want financial services that remember where their conversations left off if they switch between agents, bank branches or channels. They want a service that is quick, easy and solves their problem as quickly as possible.

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Confirmit Team
By Confirmit Team
06/11/2018

Customers’ power is consolidating with improved access to information and an ever widening choice of goods and services. Customers expect their voices to be heard and responded quickly. As a result, customers have become more demaning and may are more sceptical about the ability of companies to keep their promises as well as listening to their needs. If you don’t listen, the customers simply go to a company that listens to them.

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Confirmit Team
By Confirmit Team
06/04/2018

To assess the state of the CFM platform market, Forrester performed an important evaluation of the strengths and weaknesses of top CFM platform vendors. In The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017, Confirmit was cited as a leader in Customer Feedback Management Platforms.

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Confirmit Team
By Confirmit Team
04/05/2018

We've worked with insurance companies for 20 years. We know your business and we know how to help you grow it! To that end, we’ve put together an infographic with our top tips for for turning challenges into opportunities leveraging  Voice of the Customer.

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Confirmit Team
By Confirmit Team
01/10/2018

There are five facets of maturity that lead to sustainable success in Voice of the Customer programs. Becoming “data driven” is the goal for all organizations today. So why do only 8% of businesses indicate that they use their data effectively enough to understand and address customer needs?

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Confirmit Team
By Confirmit Team
11/29/2017

This report, based on a survey of over 250 Customer Experience professionals, identifies what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results. We focus on four key themes, and provide insight into what will drive the future of Customer Experience in the years to come.

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Confirmit Team
By Confirmit Team
07/27/2017

How VoC/VoE and journey mapping were used to transform culture and the customer experience. This case study explains how Confirmit Horizons provides critical input into customer-experience improvement for RS Components, and the way in which RS drills down into customer journeys to improve the customer experience.

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Confirmit Team
By Confirmit Team
05/16/2017

If you are like most companies, ensuring you meet and exceed customer expectations is a top priority. This begins with eliminating data silos and empowering employees with relevant insights that build long-lasting customer relationships. But gaining a 360-degree view of the customer experience can be a challenge. 

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Confirmit Team
By Confirmit Team
02/01/2016

Without a disciplined customer experience measurement program, companies struggle to understand what’s working and what’s broken. This report provides a performance management framework for key decision-making in a seven-step process that customer experience professionals must follow to optimize their efforts on the path to customer experience maturity.

Download Forrester Research, Inc.'s report titled "Seven Steps To Successful Customer Experience Measurement Programs" (February 2016), now at no cost.

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