Confirmit Voices™ - A Customer Experience Model for Financial Services

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

Confirmit Voices for Financial Services: Powering Voice of the Customer Programs

For financial institutions, it’s crucial to create strong relationships with customers that promote loyalty and positive word-of-mouth. The competitive landscape means you need to provide outstanding customer experiences to stay ahead. A solid Voice of the Customer program will help you understand what customers demand from you and how to meet those demands while helping your organization improve processes to support regulatory compliance. The number of customer service channels and touch points has increased, and creating positive and consistent experiences has become a real challenge.



Powering Voice of the Customer Experience Programs

Effective Customer Experience Management (CEM) must be seen as a vital ingredient in driving business performance, and a comprehensive Voice of the Customer program provides meaningful insight that enables you to: 

  • Build customer relationships: ensure consistent experiences across your product lines and channels 
  • Increase wallet share: understand the key drivers that affect customer experience, loyalty and spend 
  • Drive business growth: use feedback to drive investment in the areas that produce the best results 
  • Ensure compliance: identify best practices to enable greater process consistency. 
  • Reduce risk: by increasing accountability and ensuring agents are following correct procedures.

What is Confirmit Voices?

Confirmit Voices is a 5-stage customer engagement model that gives you the power to:

  • Listen to the Voice of the Customer (and/or the Employee),
  • Integrate that voice with existing data to generate powerful insight,
  • Take action that will deliver real business change

Download the factsheet to learn how Confirmit Voices can help your organization.