Confirmit

JUNE 3, 2018

Customer Experience professionals rely on customer feedback management (CFM) platforms to support their need to capture, analyze, share and take action on insights identified through customer feedback. ” Voice of the Customer Voice of the Employee Market Research Featured Analyst Insight. .”

Customer Feedback 40

Customer Feedback Text Analytics Voice of the Employee B2B 40

Confirmit

MAY 3, 2017

Customer Experience professionals rely on customer feedback management (CFM) platforms to support their need to capture, analyze, share and take action on insights identified through customer feedback. ” Voice of the Customer Voice of the Employee Market Research Analyst Insight. .”

Customer Feedback 40

Customer Feedback Text Analytics Voice of the Employee B2B 40

CX Journey

JULY 10, 2014

You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures. Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus.

Unstructured Data 82

Unstructured Data Customer Experience VOE Data Mining 82

RateMyService

NOVEMBER 22, 2021

Identify moments of truth Rosebella identified key moments of truth through customer journey mapping and used our survey platform to capture the Voice of the Customer. Surveys were also used to capture Voice of the Employee. Drive improvements Rollout of key initiatives: 1. Established proactive communication 2.

Sentiment Analysis 52

Sentiment Analysis Customer Journey Map CX Voice of the Employee 52

CX Journey

JUNE 22, 2017

While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions. customer immersion, customer advisory councils, voice of the customer through the employee (sales, customer service, etc.), CRM data, and more.

Customer Journey Map 69

Customer Journey Map Voice of the Customer VOC Social Media 69

Confirmit

MARCH 6, 2017

Leading organizations around the globe rely on Confirmit to transform customer feedback into better business results. Our Professional Services and Consulting team provides expert assistance in designing effective Voice of the Customer programs, helping clients significantly impact business performance for more than a decade.

Voice of the Employee 40

Voice of the Employee Voice of the Customer Touchpoint Customer Feedback 40

Confirmit

JANUARY 9, 2018

Confirmit IVR enables you to create pre-recorded automatic telephone surveys during which the customer responds to a brief series of questions. This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback.

Voice of the Employee 40

Voice of the Employee Contact Center Retail Voice of the Customer 40

Confirmit

JANUARY 9, 2018

Confirmit IVR enables you to create pre-recorded automatic telephone surveys during which the customer responds to a brief series of questions. This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback.

Voice of the Employee 40

Voice of the Employee Contact Center Retail Voice of the Customer 40

PeopleMetrics

SEPTEMBER 17, 2015

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. And your rational mind?

Customer Experience 120

Customer Experience Construction Start-ups Voice of the Employee 120

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

NOVEMBER 16, 2020

Here is a sneak peek into the captivating stories you’ll find in these pages: Amadeus runs a global VoC program that gathers timely feedback and delivers insight into pain points to maintain long-term customer relationships. Forecasted revenue increase by 22% as a result of actions taken based on customer feedback.

VOC 52

VOC Close the Loop Voice of the Employee Touchpoint 52

Confirmit

SEPTEMBER 29, 2020

Confirmit has recently been recognized as a Leader in the The Forrester Wave™ Customer Feedback Management Platforms, Q1 2020 , a significant endorsement for our ability to deliver ground breaking technology and services that truly deliver ROI. Voice of the Customer Voice of the Employee Market Research Best Practices.

Voice of the Employee 52

Voice of the Employee Actionable Insights Voice of the Customer Innovation 52

Confirmit

FEBRUARY 5, 2020

It was all about customer feedback then. Voice of the Customer Voice of the Employee Company. We’re celebrating the 15 th anniversary of the ACE Awards this year. A lot has changed in the world of CX since the ACE Awards first launched in 2005. Not least, its name!

Voice of the Employee 52

Voice of the Employee Voice of the Customer CX Technology 52

Confirmit

FEBRUARY 22, 2017

The Confirmit ACE Awards have been running for 12 years now and in that time we’ve been able to recognize and reward some amazing Voice of the Customer programs. Buy-in from your executive team is critical to the success of a Voice of the Customer program. Why do they do it? Stand out from the crowd!

Voice of the Customer 40

Voice of the Customer Voice of the Employee Customer Feedback Customer Experience 40

Confirmit

SEPTEMBER 9, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Take a look to find out how our Confirmit ACE Awards winners have used Customer Experience Management solutions to drive business change. Waters runs a global Voice of the Customer program for its Field Service operations.

Close the Loop 40

Close the Loop Voice of the Employee Voice of the Customer Touchpoint 40

Confirmit

JULY 26, 2017

In this case study, by leading industry analyst Ovum, you’ll learn how the RS Components team set about building a customer experience program that now capture customer feedback in a consistent way across multiple channels and 29 countries, in 17 languages. How customer journey mapping proved key to improving processes.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Confirmit

JULY 26, 2017

In this case study, by leading industry analyst Ovum, you’ll learn how the RS Components team set about building a customer experience program that now capture customer feedback in a consistent way across multiple channels and 29 countries, in 17 languages. How customer journey mapping proved key to improving processes.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Confirmit

FEBRUARY 12, 2020

You might have seen the news by now (I admit we’ve been shouting about it quite a bit), Confirmit has been named a Leader in the just-launched report ; The Forrester Wave™ Customer Feedback Management Platforms, Q1 2020. If you’re not a customer, maybe give us a call. We’re proud to be your partner.

VOE 52

VOE Voice of the Employee Gaming Voice of the Customer 52

Confirmit

JUNE 7, 2017

While I work closely with many customers, there are always new stories I wasn’t aware of and it’s fascinating to see how, year-on-year, the bar is raised when it comes to what constitutes a great Voice of the Customer program. Voice of the Customer Best Practices. These things matter. Show us the money!

VOC 40

VOC Voice of the Customer Voice of the Employee NPS 40

Confirmit

SEPTEMBER 22, 2019

And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience. The organizations featured in the 2019 ACE Awards book are leading the way in using the Voice of the Customer to drive continual change. Voice of the Customer Case Studies.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Confirmit

MARCH 22, 2020

Ask yourself if your organization is able to currently act upon the feedback received – if resources, time, and effort are stretched thin and little will be done with the information – consider postponing it until it can and will be acted upon. Voice of the Customer Voice of the Employee Best Practices Quick Guides.

Customer Experience 52

Customer Experience Hospitality Hospitality B2C 52

Confirmit

JUNE 15, 2017

Success stories were very much the focus of the next presentation as Linette Myland of Siemens Corporation shared their approach to capturing the Voice of the Customer. Voice of the Customer Company. They’re clearly doing something right as this year, they were a winner of a Confirmit ACE Award! *All

B2B 40

B2B Net Promoter Score VOC NPS 40

Confirmit

MAY 29, 2018

Text analytics, through solutions like Confirmit Genius , can make sense of these verbatims and point you in the right direction when it comes to prioritizing actions based on customer feedback. Learn more about best practices in implementing a Voice of the Customer program that will deliver results in the short and long run.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

Execs In The Know

DECEMBER 6, 2021

Then build dashboards that bring employee data and customer data next to each other to uncover and identify the correlating impact between the two in terms of: Topics of interest (customer feedback and employee feedback). Driven behaviors (customer behaviors and employee performance).

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Then build dashboards that bring employee data and customer data next to each other to uncover and identify the correlating impact between the two in terms of: Topics of interest (customer feedback and employee feedback). Driven behaviors (customer behaviors and employee performance).

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

PeopleMetrics

JANUARY 14, 2015

For this step, we conduct Wows and Woes studies to help our clients segment customers, determine their pain points, and reveal what they (and their competition) deliver in their experience that addresses or adds to that pain. You can collect customer feedback in any number of ways, including surveys, interviews, or focus groups.

Voice of the Employee 117

Voice of the Employee Voice of the Customer CX Customer Feedback 117

InteractionMetrics

MARCH 20, 2025

CRM (customer relationship management): Primarily focuses on managing customer experience from a sales or support angletracking leads, storing customer data, and logging customer communication for future reference. Its more about optimizing experiences and customer loyalty than organizing contact info and sales pipelines.

CX 52

CX Social Media Contact Center Compliance 52

SurveySensum

APRIL 15, 2025

Do you know what your customers really want? If you’re actively listening to their feedback, then you probably have a good idea. However, what if you’re not actively gathering and analyzing customer feedback? This is where Voice of Customer (VoC) tools come into play.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40