20 Years, 20 Stories: 2007 – Technology Meets Services


Heather Mitchell

Heather Mitchell

Author Bio

Heather Mitchell is Principal Program Manager, Voice of Customer.


Author Bio

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I’m another of those bloggers like my colleagues Paul Quinn and Aaron Pazurik who didn’t set out to join Confirmit, but came in via a less direct route. In 2007 I joined a very small but up-and-coming Voice of the Customer survey platform company called CustomerSat. I was looking forward to working with a team that prided themselves in top-of-the-line services in the VoC space, and it was an interesting evolution for me after working for years in the Market Research world.

My first weeks included a training trip to Boston on my first day, as well as a trip to the Mountainview headquarters just a month later to meet the entire company. It was a great introduction and really helped as I was very new to the VoC world. I did however have a very technical background along with global project management experience and it was clear very quickly that the fit was pretty close to perfect (at least for me – I guess someone at CustomerSat felt the same too!)

I had the privilege of working with some brilliant colleagues and we really felt that we were ready to take the space by storm. Our owner/CEO was a long-time entrepreneur who made a huge effort to get to know every employee personally and worked with everyone like a partner. It made for a great company culture, which in fact remains the case now, though so much has changed.

Our small firm went on to be acquired by a few larger firms which meant growth and a certain amount of upheaval. Then in 2010, we became part of Confirmit. As CustomerSat, we’d had a strong focus on services, while Confirmit was fundamentally a technology company so the combination of the two businesses definitely made sense. It also added a greater global element which was exciting.

The project management team from CSAT, as we’d come to be known, was quickly trained and became a critical part of Confirmit’s evolution in the Voice of the Customer space, from technology to solutions provider.

Now, we’re all very much one team and Confirmit now offers the best of both worlds in leading technology as well as top of the line services with vast knowledge in all spaces through MR, VoE and VoC. I work with Confirmites around the world to ensure customers get the most from our solutions and the pace of change means there’s always something new to share with them. One of the things I love to get customers involved in is the Confirmit ACE Awards, which were something that came out of the CustomerSat world and which have evolved to be a highlight of the year for many clients.

Who knew that the day I flew out to Boston for my first week of training in 2007 after a few amazing phone interviews would change my world so much for the better? I am proud to be part of this amazing company and team now almost 10 years later. So much has changed, and I’m sure that’ll continue, but I’m excited about it all.

 

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