Total Economic Impact: A Study of the Financial Impact of Confirmit Horizons

Adrienne Capaldo

Adrienne Capaldo

Author Bio

Adrienne is a consultant with Forrester's Total Economic Impact™ (TEI) consulting practice. She works with Forrester clients to measure and communicate the value of vendor solutions for IT and business initiatives, providing ROI business cases based on the costs, benefits, flexibility, and risk associated with specific investments.

Author Bio

Confirmit commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Horizons™

Creating a Voice of the Customer program to support your customer experience strategy helps you capture customer feedback and enables your organization to:

  • Listen to your customers
  • Interpret and analyze their feedback
  • Act on that feedback to make customer experience improvements
  • Track the results of those improvements

This means companies need a user-friendly, flexible solution to help manage their customer feedback process, and ultimately improve their customer experience.

In this webinar, Adrienne Capaldo, a consultant with Forrester Research, Inc.'s Total Economic Impact group, provided us with a framework to evaluate the potential financial impact of the Horizons platform and Confirmit services on their organizations. You will learn about at the benefits, costs, and risks associated with a Confirmit Horizon's implementation, to help you understand the ROI an organization could expect from the investment.


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