Confirmit CX Expert Series: Claire Sporton, Confirmit


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

Claire Sporton, SVP of Customer Experience Innovation at Confirmit discusses how to get started with a voice of the customer program and the key differences between customer experience in B2B and B2C

In this video Claire Sporton, SVP Customer Experience Innovation at Confirmit provides key advice on getting started with a Voice of the Customer program. She looks at the importance of ensuring that a program is able to deliver richer insights, drive smarter decisions and enable faster actions. She talks about getting the right input, not only from customers, but from partners and employees as well in order to get a clear picture of the business ecosystem.

Claire focuses on how companies can use insight to drive better business outcomes from their decision-making. From changing employees’ behavior to create a customer-centric culture, to changing processes to improve the customer experience at key touchpoints.

Finally, Claire discusses some of the key differences between running a customer experience program in B2B and B2C organizations. She highlights the challenges in navigating the complex many-to-many relationships in B2B, as well as looking at the differing stakeholder needs and how to meet them.

 


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