The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. In our 2018 ACE Award Winners’ Showcase, we share the success stories of over 30 clients to demonstrate how the Voice of the Customer and the Voice of the Employee has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.
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Take a look to find out how our Confirmit ACE Awards winners have used Customer Experience Management solutions to drive business change.
Here are just a few of the Voice of the Customer examples you’ll find:
- Bupa Global was able to take insight gathered from its program has allowed it to redefine its business proposition to address the key drivers of customer satisfaction and boost customer retention. Using the feedback, the organization created a series of initiatives across claims management, customer service and sales and marketing, each mapped to an area of customer need.
As a result, turnaround times for claims have nearly halved, handling of incomplete claims or complaints has improved with a focus on empathy and quality, and employees have been empowered to take action for customers directly. With feedback collected from over 60% of its customer base in 2017, Bupa Global has been able to resolve 2,700 customer issues quickly and efficiently, driving positive experiences across the entire customer journey.
- Since the implementation of its Customer Experience strategy with Confirmit, Wyndham Destinations Asia Pacific has taken action on specific areas of customer feedback and introduced a range of new initiatives to enhance customer delight. These include a new Universal Agent program, which combines the roles of resort hosts and guest services agents to deliver seamless, personalized customer experiences, and a new express check-in service to allow guests to start their vacation more quickly. Wyndham Vacation Resorts Asia Pacific increased guest satisfaction by 6.6% in just six months.
- Waters runs a global Voice of the Customer program for its Field Service operations. Delivered in 18 languages, the program captures feedback after on-site service visits and uses alerts to close the loop for immediate follow-up in the case of customer issues. The program delivers insight to corporate management, global and regional service managers, and quality control, providing an understanding of how the Field Service organization is performing as a whole, and how individual engineers contribute to this. As well as driving improvements in the customer experience, driving customer loyalty, feedback is used to implement employee incentives, individual recognition and coaching opportunities.
- Philadelphia Insurance Companies runs a customer experience program that offers a 360-degree view of the policy lifecycle and gathers feedback at critical touchpoints along the customer journey. This insight enables PHLY to reward a job well done, identify areas for process and service improvements, build relationship with customers, and provide statistics to drive change.
- The program also offers impact across department lines and opportunities to enhance processes collaboratively among departments. PHLY’s program has directly driven a range of business improvements, including the provision of in-depth training for the Account Management team, giving them more authority and autonomy to handle policy endorsement transactions. This has substantially improved speed of service and enhanced ease of doing business for customers. Philadelphia Insurance has driven a range of business improvements, including a 43% improvement in speed of service around endorsement processing time.
You’ll also find dozens of customer experience top tips from the CX practitioners who run these award-winning programs.