Confirmit, one of the world’s premier names in VoC research, has won a major customer service award in the US.

The company – which was a finalist at the 2018 UK Customer Experience Awards – claimed the Business Intelligence Solution – New Version title at the 13th annual Stevie Awards for Sales & Customer Service, which were held this month in Las Vegas.

Attended by more than 650 executives from around the world, the gala ceremony at the iconic Caesars Palace venue is one of the biggest awards events of its kind in the United States.

Confirmit was honoured for enabling organisations to drive real business change from their insights and feedback programmes by helping people make better decisions and then monitoring action to ensure that they have a positive impact on key business results.

This capability is underpinned by Confirmit’s engagement technologies that incorporate action management techniques, predictive analytics, and machine learning. Businesses using Confirmit’s solutions can map and connect feedback and data sources, drive smarter decisions, and enable faster reactions. Most importantly, they can monitor the impact of action taken and help determine ROI. Two key technologies that help businesses see success include Confirmit Concept Miner and Confirmit Action Planner.

Concept Miner uses Artificial Intelligence (AI) and advanced deep learning techniques to ensure quick and easy understanding of key insights that may be hidden within text data. Action Planner empowers companies to track and monitor the impact of initiatives on business results and drive viral change.

These tools give every team member access to insight that informs smart decisions – and ensures everyone can see the impact of them – uncovering new best practices and avoiding repeat mistakes.

Michael Wooh, Chief Marketing Officer at Confirmit, said the team was “delighted” at the win.

“Over the past few years, we’ve seen a shift from companies focusing on collecting data to a focus on connecting data and really using it – which is what Business Intelligence is all about,” she told Customer Experience Magazine.

“Confirmit is dedicated to democratising insight – putting it in the hands of people who can use it to maximise impact and ROI.

“Most importantly, enabling people to make better decisions. It’s great to be recognised for our latest innovations and to be able to demonstrate that our solutions really drive tangible business outcomes.”

Confirmit Director Philip Durand was a judge at the 2018 UK Customer Experience Awards, and entries for the 2019 event in London on October 10 are now open, across 24 categories.


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