In this video, Matthew Powell of B2B international talks about the role of artificial intelligence (AI) on the future of the MR industry. He stressed that while AI will better enable creativity in research programs, and help them deliver faster insights, it will not replace crucial person-to-person interactions. He believes that face-to-face interviews and telephone interviews are vital to enabling deep insight.
In this video, Michelle Vivilecchia of Envigo discusses her advice to companies just getting started with a Customer Experience program. She focuses on the importance of being able to rally the troops to ensure they can spread the vision to all employees to ensure everyone is on board. She also reminds people that it is vital to have a consistent and frequent flow of information, from customer feedback to details of action taken, to demonstrate impact.
In this short video interview, Rosie Ayoub, Norstat talks about how technology will play a key role in the future of the Market Research industry. She notes that MR has always been good at adapting technology from other industries to enhance the research process – and expects to see more of the same. “Whatever the client needs, Confirmit will be able to handle it”.
In this video, James Elliot, Bupa Global talks about winning a 2018 Confirmit ACE (Achievement in Customer Excellence Award) Award. He highlights the importance of Voice of the Customer to the company, and talks about why being recognized as a Customer Experience leader was a powerful motivator to his team.
In this video Claire Sporton, SVP Customer Experience Innovation at Confirmit provides key advice on getting started with a Voice of the Customer program. She looks at the importance of ensuring that a program is able to deliver richer insights, drive smarter decisions and enable faster actions. She also highlight the differences between CX in B2B and B2C companies.
In this video, Barbara Lincoln, Director Customer Integration & Satisfaction at Erie Insurance, talks about the highlights of the Voice of the Customer program at ERIE. She also discusses the key advice she would offer someone starting a Customer Experience program, and her experience of working with Confirmit.
In this video, Peter Haslett of Realeyes talks to Confirmit about his views about the future of the Market Research industry and how he feels technology will shape the new world. He highlights the role of the webcam in enabling researchers and brands to interact with people, and how he feels passive data collection will become mainstream.
In this video, Graeme Lawrence of Market Research experts, Join the Dots, talks to Confirmit about his view on the future of MR, including the importance of moving from an asking to a listening industry and the introduction of video as a data collection channel. He also talks about his experience of working with the Confirmit Horizons platform.
In this video, Ellie Osborne of award-winning Market Research agency, Join the Dots, talks to Confirmit about the importance of innovation in the future of MR. She discusses the role of integration and how the ability to bring together a range of different methodologies enables business to garner new insights.
Philadelphia Insurance's Voice of the Customer program takes a focused approach to gathering customer feedback. PHLY uses feedback to identify areas for process and service improvements and build relationships with customers. It also provides positive feedback to reward and recognize employees doing a great job. In this video, Seth Hall, SVP Customer Service at Philadelphia Insurance, talks about the highlights of the Voice of the Customer program at PHLY. He also discusses the key advice for companies getting started with a Customer Experience program, and his experience of working with Confirmit over many years.