Confirmit: An Introduction

Copyright © 2015 Confirmit
1
1
An Introduction

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Henning Hansen
President and CEO,
Confirmit
For many companies resolving customer issues and seeking
areas for improvement is labor intensive, manual, and
unstructured. Statistically, inefficiencies like these increase
costs and decrease overall company profitability.
To improve efficiency and facilitate positive cultural change
companies must implement a formal Voice of the Customer
program that can:
n Increase productivity
n Standardize processes
n Improve compliance and reduce risk
n Drive higher profitability
In the pages that follow, we’ll provide an overview of
the problems many companies face and show you how
Confirmit’s Voice of the Customer programs are the solution
to your business needs.
Message from
Our CEO
Customers are the heart and soul of every organization.
As a company grows, it becomes increasingly important
to streamline processes while improving the customer
experience.

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Few will argue with the fact that a positive customer experience is imperative for a company to remain
competitive in the eyes of the customers. Unfortunately, many companies do not realize that formalizing a
customer experience program can have a much further reaching impact. A Voice of the Customer program
will not only improve your customer experience, it will also help to improve the business from a financial,
operational, strategic, and technical perspective.
The Problem
Voice of the Customer
Business Case
n Lost profit opportunities
n Low customer retention
n High cost of winning new customers
n Cost of employee turnover
FINANCIAL
n Time consuming, manual, disparate processes
n Customer-facing issues are addressed in isolation
throughout the organization
n Inability to prioritize issues that impact customers
OPERATIONAL
n Inability to make data-driven strategic decisions
n Ever-changing customer behavior
n Organizational and data silos
STRATEGIC
n Inability to generate reports
n Measure productivity
n Identify areas for technical improvements
n Monitor ROI of customer-facing initiatives
TECHNICAL

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Research has shown that a Voice of the Customer program can help a company turn a variety of challenges
into opportunities.
The Opportunities
 73% of consumers said they would expand their purchases
by 10% or more if the customer experience was superior
 Companies with engaged employees outperform laggards by
22% in proﬁtability
FINANCIAL
 CEOs report that data-driven decisions result in cost
reductions, increased productivity, and new opportunities
STRATEGIC
 managing workforce productivity with reporting can
increase shareholder value by 10 – 20%TECHNICAL
 Streamlining and automating action management for
resolving customer issues, improves productivity and
reduces risk
OPERATIONAL

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Voice of the Customer: An Overview
The Voice of the Customer is extremely important to the modern
business. Not only does it represent the most valuable arbiter of
future financial performance for an organization, but if nurtured
appropriately, it can also provide an unrivalled source of innovative
ideas that will help to deliver the outstanding experiences that
customers demand.
The challenge that brands face, however, is that this customer
feedback is coming thick and fast, across multiple channels, in
both structured and unstructured form. Making sense of it and
transforming it into a driver for effective change with tangible
outcomes can become overwhelming very quickly. For this reason, a
robust Voice of the Customer (VoC) program offers organizations the
best opportunity to accurately and effectively tap into this valuable
source of feedback. A robust program must include:
n Multi-channel solution to collect feedback at key touchpoints
throughout the customer lifecycle
n Text and Social Analytics to automate the analysis of
comments and sentiment
n Powerful reporting and analysis to deliver meaningful data to
the right people at the right time
n Action Management to coordinate, automate, and standardize
customer experience improvement actions organization-wide
n Integration with other business systems to provide context
and eliminate redundant data entry
The Solution

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The Benefits
n Increased productivity with prioritization
n Higher customer retention
n Lower cost to win new customers
FINANCIAL
n Leverage compliance to improve profitability
n Single source of customer data and analytics
n Improved customer experience and brand reputation
STRATEGIC
n Centralized customer data hub with easy integrations
eliminates silos
n Ability to measure productivity, identify areas for
improvement, and monitor ROI
TECHNICAL
n Process standardization
n Process automation
n Advanced reporting for continuous improvement
n Improved productivity and cross-departmental collaboration
OPERATIONAL
Need to present a business
case to your executives?
Scan this QR code to get the
complete business
case template.

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Confirmit: The Leader in Voice of the Customer,
Market Research, and Voice of the Employee
Confirmit helps businesses operationalize feedback to drive change throughout
their organizations using the world’s most secure, reliable, and scalable solutions
for Voice of the Customer, Voice of the Employee, and Market Research
programs. Confirmit’s solutions enable companies to run feedback and research
programs that increase revenue, reduce costs, and promote culture change.
Confirmit VoicesTM
: A Voice of the Customer Engagement Model
Confirmit Voices is a customer engagement model that gives you the power to
listen to the Voice of the Customer, integrate it with existing data to generate
powerful insight, and take action that will deliver real business change.
Our Technology: Scalable, Reliable, and Stable
Confirmit provides flexible, multi-channel software solutions for Customer
Experience, Employee Feedback, and Market Research programs. Our platform,
Confirmit Horizons, provides you with one-stop, feature-rich solutions to gain
maximum value and insight from all your feedback and research projects.
About Confirmit

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“Years ago we undertook a lengthy evaluation process of
all the leading customer experience tools and decided to
implement Confirmit. It was a decision that we have never
regretted – not even for one day.”
Robert Gassmann, Swisscom
Offices Partners
Completed surveys in 2014
Clients in over 100 countries
Uptime in 2014
Report page views by execs &
managers in 2014
Staff worldwide
Year founded
190M
800+
100%
75M
400+
1996
D&B AAA Rated for 6 consecutive years

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Trusted by Top Brands to Drive Results
Improved conversion rate on cross
sale to 34% by identifying happy
customers and relevant additional
product ideas
B2B program with 230 Execs using
insights to drive change program.
19% increase in revenue & NPS all
time high of 46%
93%
Improved revenue retention rate
CORPORATE

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12%
Reduction in customer defections
40%
Reduction in annual contact center
turnover
15%
Improvement in timeliness of
problem resolution
MARKET RESEARCH

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“One of the most sophisticated and holistic
Enterprise Feedback Management solutions on
the market.”
Gartner

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–
Professional Memberships
n Member of major global professional industry bodies for VoC, EFM, CRM,
and MR
n Accredited MRS Partner Company
n Involved in industry initiatives, including consultation on regulatory
issues
–
Award-Winning Technology
n 2015 Temkin Customer Experience Vendor Excellence Award
n 2012-2015 Product of the Year Award, Customer Magazine
n 2014 CX Day Impact Award
n 2014 CRM Excellence Award
n 2012-2014 TMC Labs Innovation Award, Customer Magazine
n 2013 CRM Excellence Award, Customer Magazine
n 2012 CRM Excellence Award, Customer Interaction Solutions
n 2012 Service Leaders Enterprise Feedback Management
n 2012 Technology Fast 500 EMEA Award, Deloitte
Recognized by Industry Experts

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Always a step ahead
–
Experience, Knowledge, and Competence
Confirmit was founded nearly 20 years ago and supports some of the biggest corporations and Market Research firms
in the world. Our history serving Market Research firms and major corporations has provided us with a deep expertise in
every aspect of feedback and research from advanced statistical methodologies to the real-life applications of the insights
we help you uncover.
–
Leading-Edge Technology
Confirmit is a true enterprise offering that supports all your feedback and research needs! Our technology helps you
collect, aggregate, and analyze Voice of the Customer, Voice of the Employee, research data, and contextual data from
your internal business systems – such as financial or CRM systems. All that data is organized in a single hub, that we call
SmartHub, facilitating advanced analysis and holistic reporting across ALL your data. And, Confirmit’s role-based reports,
dashboards, and alerts guarantee that the right people receive the right information in real-time!
Simply put, Confirmit eliminates organizational data silos and mobilizes your team to take action
that drives real business results.
–
True Expertise
Our Voice of the Customer experts are the best in the business! With Confirmit, you don’t have to figure it out on your own.
Our experts are highly trained and experienced in a variety of best practices, methodologies, and applications. Rather than
trying to fit a square peg into a round hole or forcing your organization into a required methodology, our experts partner
with you to define and design a program that aligns with your unique business needs. And, no matter what methodology
or combination of methodologies are employed, the outcome of our programs is always the same – We Drive Action that
Drives Business Results!

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One centralized hub for all stakeholders, all channels, all feedback
and research
“Confirmit has transformed our employee surveys. It has
given us the ability to collect, aggregate, and analyze em-
ployee feedback at a more granular level.”
Rhonda Cooper, Sr. Human Resources Manager, Omnicell
n Role-based reports
n Dashboards
n Alerts
n Integrations
Voice of
Market
Voice of
Business
Voice of
Employee
Voice of
Customer
Web, email,
mobile, SMS,
phone, face-to-face
and more
SmartHub
Surveys, social
media, text
analytics
Local and
international
feedback and
research data
System
integration (CRM,
financial, customer,
service, etc)
BENCHMARKS
BRANDS FINANCIAL
BEHAVIORAL
Scan this QR Code with your
mobile to learn more about
Confirmit’s SmartHub
DIRECT
INDIRECT ENGAGEMENT
EXPERIENCE

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Confirmit Products &
Services
The VoC Engine: Confirmit Horizons
Confirmit Horizons is a flexible, multi-channel software solution for Customer
Experience, Voice of the Employee, and Market Research programs. It provides you
with a one-stop, feature-rich solution to gain maximum value and insight from all
your feedback and research projects. The comprehensive functional capabilities of
Confirmit Horizons are matched only by the extensive benefits the solution gives
your business.
With Confirmit Horizons, you can use any single or combination of channels to
gather feedback. Use the web, email, IVR, SMS, mobile, telephone, or paper to
capture responses and gather them into a single system for analysis. You can
create at-a-glance dashboards or in-depth customized reports and deliver them
automatically; online or offline through a wide range of convenient channels.
“Confirmit Horizons is one of the most highly developed and
mature VoC platforms available.”
Ovum

17
“Large enterprises should put Conﬁrmit Horizons on their shortlist
for customer feedback management (CFM) platforms and
consulting support. Conﬁrmit Horizons is one of the most highly
developed and mature VoC platforms available.”
Ovum
 Every customer/
geography
 Web
 Mobile
 Email
 In-person
 Phone
 Social media
 Integration
 And more
 Real-time integration
 Advanced data
visualization
 Structured and
unstructured data
analysis
 Role-based reporting
 Regression analysis
 Predictive analytics
 Other advanced
analytics
 And more
 Closed-loop alerting
 Case management
 Tactical action
management
 Issue escalation
 Prioritized actions
 Program review and
tracking
 And more
 Strategic action
management
LISTEN ANALYZE ACT

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Find Hidden Truths in Free-Form Content:
Confirmit Genius
In today’s world of volumes of free-form content, it is a massive challenge for
companies to find key insights about their customers and the markets in which they
operate. There are huge volumes of content across survey responses, call center
records, social media data, online communities, forums, blogs, and more. And finding
key insights is like panning for gold - there are little nuggets of insight hidden in there
amongst a vast amount of less valuable content.
Confirmit Genius Text Analytics is tightly integrated with Confirmit Horizons to deliver
sophisticated text analytics, which categorizes unstructured text and provides
sentiment to ensure all customer comments are analyzed for actionable insights that
drive customer satisfaction and revenue.
Confirmit Genius Social Analytics captures unsolicited feedback by crawling and
filtering a wide range of social media sources from the mainstream sites like Twitter
to forums, discussion boards, and blogs, where active discussions provide a rich
source of insight. It serves to monitor social media performance indicators such
as likes, followers, buzz and sentiment, and can benchmark your performance
against your closest competitors. This helps inform decisions about product design,
performance, competitive intelligence, and generally helps to develop a better
understanding of markets and trends.
2015 TMC Labs Innovation
Award Winner

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“The product excels in fundamental areas such as role-based
reporting and action management. It also provides more
leading-edge capabilities like text analytics and social
media feedback...”
Forrester

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Driving Action: Confirmit Action Management
A successful Voice of the Customer program is one that drives actions to improve
the organization. Unfortunately, research has shown that 71% of organizations are
not effectively using their Voice of the Customer program to drive change.
Confirmit Action Management watches your survey results for you, assigns issues,
and appropriate actions to the correct department or individual, and allows you to
report on the company’s case load and ROI – so you can turn an unhappy customer
into a happy one and track the costs of doing so.
As a result, you can ensure your survey results are more than just measurements,
and are used to take positive action in potentially negative customer situations.
Confirmit Action Management gives you the tools to take action following analysis
and insight into your customers’ experience. It allows you to:
“Having real-time feedback helps us make process
improvements that otherwise may have taken over a year to
uncover and implement.”
Julie Moran, Division Director of Client Services, Trinity
Information Services

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ALERT
CUSTOMER
ACTION CAPTURE
n Ensure customer issues are
addressed as soon as possible
through alerts
n Track the costs of dissatisfied
customers, improve their
experience and boost ROI
n Configure flexible business
rules that allow changes without
service disruption
n Easily manage escalations

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Confirmit Voices: VoC Engagement Model
While our technology is among the best in the industry, we
recognize that technology will only deliver value if its part of a wider
engagement model. This is where our 5 step engagement model
comes in!
Our Voice of the Customer experts can help you Define and Design
a VoC program that aligns with your business needs so you can
Listen, Analyze, and Act on feedback effectively.
Confirmit Voices is a highly flexible solution, so you can decide
how you prefer to work with us. We can use our expertise to build
and implement your program with you, provide targeted help in
specific areas, or you can simply use our technology to manage your
program internally. We offer a modular methodology which provides
the flexibility and capability to future-proof your program, so that it
can grow in line with your business requirements, whether you need
more volume, channels, regions, etc.
Once you’re up and running we work with you to ensure that your
Voice of the Customer program continues to deliver value in the
long term. Customer experience is a journey, not a destination, and
our experts will help you to understand and plan effective strategies
to evolve your program, redefine objectives, add new channels or
simply validate that you’re on the right track.

23
TM
“Confirmit provides a best-practices customer feedback
solution that gives us the advanced analytics and reporting
capabilities we were seeking. They take it to the next level
by offering expertise, innovation, and creativity to help us get
better customer intelligence.”
Trish Martin Vice President of Customer Support, CyberSource

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Confirmit ROI: The Proof Is in the Numbers
Net Present Value*
Forrester worked with Confirmit to analyze the total economic impact that Horizons
has on a number of its customers. Through interviews and data aggregation,
Forrester concluded that Horizons has the following financial impact:
ROI
326%
TOTAL BENEFITS
$4.85m
NPV
$3.7m
Three Year Analysis
$0
$1
$2
$3
$4
$5
$6
Benefits
$4.85m
Costs
$1.14m
n Increased revenue opportunities through
improved customer experience
n Improved productivity of key Confirmit
Horizons users
n Improved productivity of Customer
Experience team members
n Improvement in key processes with alert
management functionality
n Cost savings from third-party platforms
n Platform costs and professional service costs
n Internal implementation and ongoing
administration costs
MILLIONS

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$7M
Increased revenue potential
per point of Customer
Experience improvement
(such as NPS)
25%
Improved productivity of
Customer Experience Team
Members
70%
Reduction in time spent on
key processes with Alert
Management Functionality
15%
Improved productivity of Key
Confirmit Horizons Users
Disclosures: The reader should be aware of the following: • This document is an abridged version of a full case study: The Total Economic Impact Of Confirmit Horizons, June 2015. The
document can be found by contacting Confirmit at info@confirmit.com. • The study was commissioned by Confirmit and delivered by the Forrester Consulting group. • Forrester makes no
assumptions as to the potential return on investment that other organizations will receive. Please read the full case study for additional disclosures. TEI Methodology Total Economic Impact™
(TEI) is a methodology developed by Forrester Research that enhances a company’s technology decision-making processes and assists vendors in communicating the value proposition
of their products and services to clients. The TEI methodology helps companies demonstrate, justify, and realize the tangible value of IT initiatives to both senior management and other key
business stakeholders. The TEI methodology consists of four components to evaluate investment value: benefits, costs, risks, and flexibility. (forrester.com/marketing/product/consulting/tei.
html) *Values of costs and benefits are representative of a composite organization constructed from aggregated feedback based on interviews with four Horizons customers.
“No other tool gives us the
range of capabilities that
Confirmit Horizons does.”
“We use the results Confirmit
Horizons provides heavily in
our day-to-day
decisions.”
“The use of Confirmit’s
customized dashboard
means that our people have
the right data at the right
time.”
–
Confirmit Horizons by the numbers
This is an abridged version
of a full case study: The
Total Economic Impact Of
Confirmit Horizons, June
2015. Scan this QR Code
with your mobile to see the
full report.

26
In Conclusion
Confirmit is the proven leader in Voice of the Customer,
enabling organizations to understand their customers
better, so they can improve retention, accelerate positive
word-of-mouth, and drive customer-centric change across
the business.
Confirmit’s clients create multi-channel, multi-lingual
feedback and research programs that engage customers,
empower employees, deliver a compelling respondent
experience, while providing high Return on Investment.
Confirmit’s customer engagement model, Confirmit Voices,
provides the power to listen to customers and employees,
integrate it with financial, operational and other data
sources to generate powerful insight, and take action that
will deliver effective business change and create a true
competitive advantage.
Confirmit is the world’s leading SaaS vendor for multi-channel Voice of the Customer, Voice of the Employee, and Market
Research solutions. The company has offices in Oslo (headquarters), Chengdu, Cologne, Grimstad, London, Moscow, New
York, San Francisco, Sydney, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in
Madrid, Milan, Salvador, and Tokyo.
Confirmit powers Global 5000 companies and Market Research agencies worldwide with a wide rangeof software products
for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include Aurora,
British Airways, Cross-Tab, Dow Chemical, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor, Morehead
Associates, Nielsen, Research Now, RONIN, Sony Mobile Communications, Swisscom, and The Wellcome Trust.
Copyright © 2015 Confirmit. All rights reserved.
www.confirmit.com
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