Confirmit CX Expert Series: Alison Bornstein (UL)


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

 

In this short video, Alison Bornstein of UL provides her expert guidance for businesses getting started with a customer experience program. She also discusses the impact of the customer advocacy activity at the company, and highlights the importance of running an effectively closed loop process in a highly regulated market. 

UL help people achieve what’s possible by empowering trust. Businesses, industries, governments, regulatory authorities and the public put their trust in the organization so they can make smarter decisions.

Operating in a highly regulated industry means that the ability to document and respond to customer feedback is critical. UL operates a sophisticated customer experience program to achieve just that. In this short video, Alison Bornstein of UL discusses some of the highlights of their award-winning CX program and provides her advice to businesses just starting out with the process.

Alison talks about the importance of having senior executive support in ensuring that CX is able to really deliver change across the company. She also highlights some of the challenges that her team has faced in keeping up with the pace of change within the business. She also discusses how their closed loop process is supported by a team of 15 customer advocates around the world who are able to respond to all customer feedback in local time and in local language. This team works to identify the root cause of any issues, as well as the resolution and any appropriate preventative action.

Finally, Alison talks about the importance of giving customers a seat at the table, ensuring that the impact of any business change decisions will impact customers to ensure they always do the right thing for the businesses they work with.

If you'd like to learn more about UL's Voice of the Customer program, check out the 2019 ACE Awards Winners' Showcase book. You'll find best practices from the world's leading CX professionals, as well as inspiration to take your experience managements initiatives to the next level. 



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