CX Day 2017: 3 Weeks to Go!


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. If you missed the blog post, it’s definitely worth checking it out – I think you’ll learn something new.

This year, CX Day has a theme around #IHeartCustomers which I think is something that all CX professionals can relate to. I know that for many frontline employees, it can be hard to “heart” all customers, all the time, but for the rapidly expanding world of CX pros, I think there is a real sense that all customers can teach us something.

Which brings me neatly onto our featured customer case study for this week. Siemens Corporation has been working with Confirmit for several years, and their program is delivering some significant results. From a metrics perspective, their NPS® has increased from the low 30s to over 50 since implementation and response rates range between 15 and 30%, something that few surveys (even great ones) achieve in the long term.

Of course, it’s not all about metrics, it’s about action and innovation and here Siemens does really well. They’re a repeat winner of the Confirmit ACE Awards, and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback.  

Another area where Siemens is focused on innovation is text analytics. The team there has implemented Confirmit Genius to gain a whole new level of insight into what is being said across different categories of the business. With text analytics and real-time alerts, their teams always have up-to-date information most pertinent to them at the right time. This drives action and keeps Voice of the Customer top-of-mind for Siemens’ teams. Take a look at the case study to find out more.

If that inspires you (and how can it not?), you might like to learn more about how text analytics can add a new dimension to your Customer Experience activities, particularly if you combine content from social media as well, because, let’s face it, some people will always prefer to Tweet rather than respond to your surveys!

The deepest insights often lie hidden in unstructured, freeform content stored within open-ended survey responses, internal business systems, and scattered across the Internet. You can watch the on-demand version of our Summer of Analytics webinar “Unlocking Insights with Text Analytics” to learn how this approach can help your business understand the Customer Experience better than ever before.

More next week – stay tuned and remember to let us know how you will be celebrating CX Day on October 3rd!

 

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