Confirmit and Me: Like Peas and Carrots


Bob McGinn

Bob McGinn

Author Bio

Director, Customer Experience Consulting


Author Bio

I often think in terms of quarters or three month increments and happen to be coming up on three months as a CX Consultant at Confirmit. To celebrate this milestone, I thought I’d take a look back and share what my experience has been like thus far.

First, to provide some additional context, let me detail what led me to Confirmit in the first place. Prior to coming here, I was responsible for building out an extensive Voice of the Customer (VoC) program for Silicon Valley Bank (SVB). I started with a simple, semi-annual, NPS survey and by the time I left six years later, over 800 employees were logging in to see VoC results and responding to customers, two large scale initiatives led by the ePMO team were born directly out of VoC feedback, NPS was a company-wide KPI and I truly feel I had helped create a customer-centric culture.

Although this was fantastic experience, I began to think how cool it could be to take this knowledge – in addition to my 10 years of Market Research experience – and apply it to all kinds of companies and help them with their own CX journeys. Thus, my professional journey led me to Confirmit, which had the three key items I was looking for in a company, which were:

1) An opportunity to work with a diverse group of customers (anything from CPG to banking) to have an impact their businesses

2) Amazing technology

3) A fantastic team and positive company culture

This last one is huge for me. After all, by some estimates, we spend a quarter of our lives at work with our co-workers. The people I talked with during the interview process nailed it but you never know if that is representative of the experience overall. However, from my first day, I knew I made the right decision. The team here loves what they do and they have the skills to back it up. Not only are they a pleasure to work with, but they challenge me to continue to learn more and grow as a CX professional. Just the other day, I was having an engaging water cooler conversation with my co-worker regarding VoC/ROI linkage. And, the company has a culture that encourages employees to speak their mind and challenge conventions.

I could go on and on but overall, the first three months have been like peas and carrots! It’s been whirlwind meeting co-workers from across the globe, learning about Confirmit’s amazing technology offerings, meeting with potential customers, helping existing ones as well as attending, and even speaking, at CX conferences.

All of this has me completely excited for the future. As more and more companies acknowledge the importance of CX, I believe Confirmit, with its unique combination of tech and team, is positioned well to help. I’ll be sure to provide an update after a few more quarters.  

 


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