Customer experience provider Confirmit has launched a new Voice of the Customer (VoC) engagement model aimed at driving business change and generating revenue.
Confirmit Voices is built around a six-stage process – define, design, implement, analyse, act and review – and intends to design a tailored VoC programme mapped to the customer journey.
Built on the Confirmit Horizons platform, customers can choose to use some or all of Confirmit’s extensive services to build and implement their VoC programme, or can simply use the Confirmit Horizons platform to run it themselves.
Claire Sporton, VP of Customer Experience Management at Confirmit, said: “Successful VoC programmes deliver increased revenue, reduced costs and positive changes to organisational culture. The Confirmit Voices model is designed to help companies achieve these benefits through a clear, rigorous approach that defines success against clear goals and KPIs.
“A fundamental part of our approach is the ability to take customer feedback and bring it alive by incorporating financial and operational data, as well as rich media such as photos and video. This is key to engaging employees and delivering cultural change within businesses.”