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Confirmit’s state-of-the-art technology and service offering helps life science companies improve revenue, reduce costs, and drive organizational improvements by providing the right information to the right people at the right time. We help you get beyond simple survey results so you can see the “big picture”, leveraging our platforms artificial intelligence to support human decision making at all levels, across research and feedback including patients, healthcare providers, distributors, and partners. Our programs do this by joining together historically disparate patient, practitioner, and customer information to ensure decisions are made based on all available intelligence. 

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At Confirmit, we deliver: 

  • Richer Insights: We help you pull together siloed sources of information and make sense of it
  • Smarter Decisions: We make it easy for you to enable your entire team to make smarter decisions by getting the right insights into the right people’s hands at the right time
  • Faster Actions: We help you ensure that improvements are made based on the insights

Confirmit Horizons offers a true multi-mode feedback collection, reporting, and analysis platform – with real-time closed-loop alerting, collaborative action planning, verbatim categorization and sentiment analysis, and the ability to integrate into other business systems to seamlessly leverage contextual data. Confirmit Horizons wide range of survey delivery channels make it the optimal tool to collect feedback from all your stakeholders, whether they are patients, healthcare providers, distributors, or your own staff. The data you collect, regardless of channel, is then stored in a single, easy-to-use, role-based reporting and analysis platform. In this way, Confirmit, is uniquely positioned to support all your feedback and research programs including customer experience, patient experience, employee experience, and market research.

For over 22 years, Confirmit has been partnering with some of the biggest names in life sciences to provide them with a highly secure, yet holistic view of the wants and needs of your complex ecosystem of customers’, practitioners’, patients’, and supply chain vendors. We help you operationalize that feedback, and drive change throughout the organization using the world’s most secure, reliable, and scalable solutions for Customer/Patient Experience, Employee Engagement, and Market Research programs.

Voice of the Customer eBooks 
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Confirmit’s state-of-the-art technology and service offering helps life science companies improve revenue, reduce costs, and drive organizational improvements by providing the right information to the right people at the right time. We help you get beyond simple survey results so you can see the “big picture”, leveraging our platforms artificial intelligence to support human decision making at all levels, across research and feedback including patients, healthcare providers, distributors, and partners. Our programs do this by joining together historically disparate patient, practitioner, and customer information to ensure decisions are made based on all available intelligence. 

At Confirmit, we deliver: 

  • Richer Insights: We help you pull together siloed sources of information and make sense of it
  • Smarter Decisions: We make it easy for you to enable your entire team to make smarter decisions by getting the right insights into the right people’s hands at the right time
  • Faster Actions: We help you ensure that improvements are made based on the insights

Confirmit Horizons offers a true multi-mode feedback collection, reporting, and analysis platform – with real-time closed-loop alerting, collaborative action planning, verbatim categorization and sentiment analysis, and the ability to integrate into other business systems to seamlessly leverage contextual data. Confirmit Horizons wide range of survey delivery channels make it the optimal tool to collect feedback from all your stakeholders, whether they are patients, healthcare providers, distributors, or your own staff. The data you collect, regardless of channel, is then stored in a single, easy-to-use, role-based reporting and analysis platform. In this way, Confirmit, is uniquely positioned to support all your feedback and research programs including customer experience, patient experience, employee experience, and market research.

For over 22 years, Confirmit has been partnering with some of the biggest names in life sciences to provide them with a highly secure, yet holistic view of the wants and needs of your complex ecosystem of customers’, practitioners’, patients’, and supply chain vendors. We help you operationalize that feedback, and drive change throughout the organization using the world’s most secure, reliable, and scalable solutions for Customer/Patient Experience, Employee Engagement, and Market Research programs.

Voice of the Customer eBooks 
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A green field site for a customer experience program is a rare thing these days. Almost every CX professional is dealing with some legacy elements. Some which give you a great foundation to build on. Some which, let’s be kind, have seen better days.

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In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit will help you to look at your CX program like a great house. A fixer-upper with tremendous potential, but probably in need of some TLC.

Phil shares:

  • Ways to conduct a listening inventory to help you establish exactly what you are asking customers, where you’re asking it, and how (the results will surprise you!)
  • How to think differently about customer feedback, focusing on connecting data not constantly collecting more
  • Different approaches to starting your program renovation. Whether you just need a bit of window-dressing or a total remodeling.
  • Watch this webinar to learn how you can be the architect of CX success!
Voice of the Customer Webinars 
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Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. And it’s so successful that their CEO has decided to replicate it in their subsidiary companies.

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So you might be surprised to hear that it’s not long ago that Ecore had no formal CX program. Just a series of silo-entrenched feedback points and a very limited view of what really mattered to customers.

How did this transformation occur? 

In this webinar, Jeanette McBride, Director of Customer Experience at Ecore will join Confirmit’s consultant, Brad Linville, as they discuss how:

  • Ecore designed a comprehensive program to collect and connect insights throughout the customer journey
  • They underpinned this revolution with a customer-oriented, cross-functional approach
  • They are uncovering new data sources and using smart integration to help smash experience silos.

Watch this webinar to learn how you can become a CX rock star by transforming your existing program into a force for change across your business.

Voice of the Customer Webinars 
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Increasingly empowered consumers and ever-changing markets mean global corporations need to rethink how they do business. In their recent Industry Outlook Report, Deloitte highlights the value that “Enabling Technologies” provide to support business improvements at every level. 

Specifically, they point out that companies leveraging “enabling technologies” can: 

  • Act faster: quickly gather data, analyze it, and pivot as necessary
  • Operate with more granularity: attain detailed consumer behavior and retail activity
  • Stay connected: leading to two-way and real-time communication with customers and consumers.

In other words, the right “enabling technologies” can be a game-changer for companies operating in this challenging global market. But this begs the question, what are these “technologies” and how can companies use it to their benefit?

This eBook will provide real life use cases and case studies so you can quickly learn how best to leverage technology to better understand the mind of the consumer. Within these pages the use cases and case studies will expose new ideas for using established technologies and introduce the reader to new technologies that are changing the game for those already using them. 

Voice of the Customer Market Research eBooks 
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Webinar Details

Date: Thursday, May 30th
Time: 11am EDT
 

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Join Us:

As technology advances, the line between the physical and digital consumer experience is blurring across all industries. For example, more people are shopping online than ever before. Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make. Digital banking capabilities have moved an increasing number of transactions from local branches to desktop or hand-held devices. In travel and hospitality, vacations are increasingly being booked online or via mobile apps.

Both pure digital and merged digital/physical interactions provide new opportunities to gain deeper insight into the mind of the consumer. But these are not just another channel for data collection or feedback. As the lines between the digital and physical worlds continue to blur, leveraging these channels appropriately is rapidly becoming an absolute must to remain competitive in your industry.

In this webinar, Confirmit’s Holly Carter, Product Marketing Director and Paul Quinn, Senior Director, Product Management will discuss a variety of ways companies can maximize the depth and quality of data and consumer feedback leveraging both pure digital and merged digital/physical channels, including:

  • Collecting feedback and consumer data through your website
  • Leveraging apps to collect consumer data and feedback in real time
  • Usage and/or transactions
  • Making the most of beacon and location technologies to facilitate in-the-moment feedback
Our Speaker

Holly Carter, Director of Product Marketing, Confirmit

Holly works closely with the Product Management team, ensuring that Confirmit's latest innovations are communicated to customers. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation.

Paul Quinn, Sr. Director of Product Management, ConfirmitHolly Carter, Director of Product Marketing, Confirmit

Paul Quinn is part of Confirmit's Product Strategy Group and focuses on ensuring that the Confirmit Horizons roadmap continues to meet customer demands while continuing to feature innovative new capabilities. Paul has 15 years’ experience in the MR and VoC solutions market, and regularly presents webinars which highlight new product functionality. He is highly experienced in translating technology features into real-world benefits.

Register Now

Voice of the Employee Market Research Featured Webinars 
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This eBook showcases the results of research that was carried out late 2018 by Confirmit and Engage Business Media, gathering views from over 700 CX practitioners around the world to get a clear picture of the environment in which CX is operating. 

This research, one of the largest studies in the industry, led Confirmit to identify five habits of highly effective CX professionals. Throughout this eBook, you will find practical lessons you can put into action today to help you be a more effective and successful CX practitioner, and understand how to identify success in a CX program. 

In this research, we defined success in CX in terms of increased investment. Unlike other studies which focus on CX scores, we believe the proof of any program lies in the value it delivers for the organization and therefore secures increased budget. To be classed as a Leader, respondents had to see significant increase in budget in the next 12 months (9 or 10 on 0-10 scale). 

The five habits we have identified are those that really differentiate the Leaders from the Laggards. We have also added a Top Tip for each one, to point you in the right direction. And look out for our Confirmit Promise where you can see clearly how Confirmit solutions can help you achieve success for all five habits. 

The 5 Habits:

This eBook identifies the five habits that should be adopted and cultivated by CX teams aiming to have an impact across their company.

1. Define Goals and Business OutcomesCX metrics are all well and good, but you need to talk to stakeholders and executives in terms they care about. In most cases, this means "show me the money"! Even among Leaders, less than half of our audience feel they can confidently point to Return on Investment (ROI) figures. This has got to change. 

2. Think Innovation (and Action): Change, action and innovation must be tangible and communicated to the wider business. If your CX activities are not driving innovation across the company, you are likely to remain a niche interest at best, and a footnote in your organization’s history, at worst.

3. Listen to More Voices, Combine More Sources: Collecting customer feedback is a given, but what about employees? What about partners? Suppliers? And financial and operational data? All these different voices and sources have something to say. If you want the full picture, it's important to not only capture these different perspectives, but to integrate them to truly understand the reality.

4. Focus on Customer-Centric Culture: Driving a more customer-centric culture, with a high level of employee engagement, is a key area that our audience say they’re focused on. For the more mature programs, with full executive support, culture is cited as a source of pride and growth. For the others, the lack of a single vision and fragmented silos create frustration and confusion. But in all cases, CX professionals view culture as core to a successful program.

5. Continuously Re-think: It was fascinating to see that people with the most experience are not necessarily those with the most successful programs. The ability to look for something new, something innovative, is vital to the long-term success of a customer.

Download this eBook to understand the common attributes that are critical in driving CX success, increased investment and customer-centricity.

Voice of the Customer eBooks 
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Continuous listening is the new buzz word in the employee research world. There is a lot of talk around complementing or even replacing existing annual or bi-annual employee survey programs with more frequent and agile initiatives, such as pulse checks, always-on and life-cycle surveys. This is good news.

What is less good is that the main focus is once again on tools and methods, not on discussing why it is important and why it exists.

Let’s pause. Globalization, technological progress and demographic change are having a profound impact on labor markets. They affect both the quantity and quality of jobs that are available, as well as how and by whom they are carried out. The future of work (another hot topic that we’ll address in a future post) offers unparalleled opportunities, but there are also significant challenges associated with these mega-trends.

Which of the changes below is your business currently navigating?

  • Radical transparency; organizations or managers can’t hide anywhere. LinkedIn, Glassdoor and other sites have thrown open the doors on how employees – past and present – feel about a company. How people interact with each other is a key asset for any organization and a positive, engaging work culture will accelerate transformation and strengthen the employer brand.
  • Post-demographic world; demographic categorization and profiling is less reliable than ever when it comes to enabling us to understand or predict employee behaviors and expectations. For example, lots of damage has already been done in labelling people as “millennials” by assuming everybody in a specific cohort think alike. If you want to truly understand opinions and aspirations individuals may have – you need to have one-to-one conversations.
  • Beyond boundaries; traditional organizations don’t exist anymore, we need to think differently. Companies still exist as legal entities, but functionally they are a combination of various networks and eco-systems that go beyond the legal framework. You need to start to treat them as such.
  • Vertical hierarchies are over-shadowing horizontal ones; formal reporting lines and structures are fading away. Working in a constant project mode or in “tribes”, emphasized by social media and networking impact people’s vision of hierarchies and management. Managers are perceived as catalysts and enablers instead of being authoritative leaders.
  • Me.inc; everybody is a talent. Everybody wants to be recognized as a true, complex and contradictory individual. HR need to support businesses, by being genuine partners, to value each of the talents and support individuals in realizing their personal goals. When individuals thrive, the organization will thrive as well.

Whichever of the transformational scenarios described above you are dealing with (and it’s probably a combination of them all) you need to nurture an engaging work culture that fits with your enterprise mindset. You need to:

  • Create a culture that embraces change from the top down and welcomes risk and innovation.
  • Think outside silos when making decisions. Ensure you understand the ways of working, challenges and cultures of every part of your organization. Learn how those parts fit together and connect with people across the business to broker holistic solutions.
  • Encourage sharing of skills, knowledge and resources across boundaries in a way that benefits the whole company.
  • Distribute responsibilities by trusting people to make the right decisions on the ground. HR can drive the greatest success by empowering people, not clinging to power.
  • Adjust the mindset of how the organization is led and how to drive success.

In this transformative and disruptive environment, a continuous dialog and shared accountability between managers and their direct reports is much more important than formalized “continuous listening” tools and processes. The focus should be on “continuous development” that is forward looking and ongoing, managers that coach rather than critique and that allow suggestions for improvement to flow freely from any direction in the organizational eco-system.

In other words, the agility, that organizations must possess in order to maneuver successfully through the future challenges and opportunities, has less to do with technology and more to do with old fashioned people behaviors.

To make this work, let’s talk less about different ways to do continuous listening and collecting even more data than before. Instead, let’s focus on defining a clear purpose for each initiative, how to maximize the value of the feedback we receive and how we can use the feedback to activate and accelerate a positive transformation.

Voice of the Employee Best Practices 
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I’ve said it before and I’ll say it again, not even a Bomb Cyclone (aka really bad blizzard), could stop our recent CX Summit in Denver. Yes, we had to postpone it, but it turned out very well and I’m excited to share some of the takeaways from the event with you.

Our speakers included thought leader and author Stan Phelps, practitioners Sean Albertson of Charles Schwab and Sarah Day from Asurion and rounding out the group was our very own CX Consultant Sarah Simon. The mix of experience and viewpoints provided for great discussion and questions from the audience. If you weren’t able to join us, grab a coffee and read about what you missed:

Stan Phelps, Differentiation through Customer Experience

Stan is the co-author of the book, “The Pink Goldfish”, in which he discusses the importance of embracing what makes you and your company unique. These “weird” parts of our companies are our differentiators and the key to standing out from the crowd. Based on that approach, there’s plenty that’s “unique” about the Confirmit team!

Stan used examples of companies that have embraced what makes them unique even if it means turning away some customers. One example was of the Alamo Draft House, a movie theater in Austin that has a zero tolerance policy on talking or cell phone use during the movie. One unhappy and slightly tipsy customer was kicked out for phone use and left an angry voicemail for the company. The company embraced it and used the voicemail to promote the fact that their theater is for movie goers that would like an uninterrupted experience. Here’s Anderson Cooper’s take on the situation: https://www.youtube.com/watch?v=tRuLRuBTy8w

Stan also treated the audience to some interesting and unique bar tricks he’s learned over the years and has even written a book about it called “Bar Tricks, Bad Jokes and Even Worse Stories”. Enjoy!

And one last treat from Stan is his book “The Grey Goldfish” that explores how to manage across generations is available for FREE on Amazon. Happy reading and thanks Stan!

Sarah Simon, VoC Program Renovation

Even if you’re not a fan of reality home renovation shows, you’ve heard about them. Sarah’s presentation was a play on this TV craze as she related different types of houses that needed renovation to the various types of CX programs she encounters with clients and the changes they need in order to improve and start delivering results.

Sarah also took us through a mini workshop to help us rethink our listening posts and reminded us to ask critical questions such as:

  • How many do we have?
  • Who’s managing it?
  • Why do we have it?
  • What actions are being taken from the results?

The answers to these questions may surprise you when you start digging in and asking around your organization. You will likely find overlap, listening but no action, and gaps in your listening efforts. Also remember that with every survey you are putting miles on your customers and wearing them out. Try using unstructured data to capture feedback without having to ask for it at every touchpoint.

Sean Albertson, Deconstructing the Loyal Client Journey

Sean continued the home renovation analogy with his presentation on deconstructing the client journey and rebuilding the path to a stronger customer relationship. At Charles Schwab, Sean’s team uses journey analytics to tie all feedback and operational data together and they use this information to build a story about the journey.

“Data bulldogs” as Sean calls them, or data scientists for the rest of us, are instrumental in helping Sean’s team make sense of the data. If you don’t have in house data scientists you may want to consider working with an outside Market Research agency that has this talent ready and waiting to be used.

Sarah Day and Sarah Simon, Fireside Chat

We closed out our event with a fireside chat with Sarah Simon and Sarah Day. We even had a video of fire in the background to add some ambiance. Much of the discussion centered on Asurion’s unique decision to bring Brand under CX. With this Brand overlay Sarah Day and her team are able to view CX though a new lens; she calls this combination “Brand Insurance”. We often forget this, but the actual process of providing feedback is part of the customer experience and it has ramifications on a company’s brand reputation.

This change at Asurion has provided a strong foundation for continued growth and provided the ability for Sarah to expand her efforts to improve the customer experience by working with other departments. She has built relationships throughout the organization by listening to their needs and then helping them solve their problems with the data she has from her various listening posts.

One of my favorite quotes from Sarah is that “it is only so long that you can report NPS out to the organization before you become stale and irrelevant.” So, keep in mind these three keys to success, you must tell a story with your data, help other departments solve problems and have a positive impact on the customer.

We finished the afternoon with some drinks and hors d'oeuvres, and of course a few bar tricks. My favorite was the “Statue of Liberty”. Google it!

We hope you had as much fun as we did and learned a bit along the way. If you didn’t make it to this event, have a peek at our event calendar to see when we’re coming to a city near you.

Voice of the Customer Company Best Practices 
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Capturing feedback from customers and taking action on individual cases is table-stakes these days. It’s a great improvement over the past, but today’s “one-click” world means customers expect more. So you need to do more. 

Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores. These companies suffer from the “Ostrich Effect.” Agreeing that actions probably worked, but with no clear evidence of success. And certainly no impact on business culture. 

The time has come to apply more rigorous approaches to CX-driven business change. Approaches that use continuous improvement tools such as Agile, LEAN, and Six Sigma provide structure and governance. These help you to track, course correct, and accurately report on change initiatives. 

Listen to Roberta O’Keith, Director, CX Consulting at Confirmit, and guest speaker, Sam Stern, Principal Analyst at Forrester Research, Inc., in this webinar, as they answer questions including: 

- How can key methodologies such as Customer Journey Mapping help companies to perform better? 
- Can governance of the customer experience help to drive customer-centricity? 
- How can a rigorous, continuous improvement approach enable companies to definitively prove the Return on Investment of CX programs? 
Voice of the Customer Webinars 
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