A focus on the customer experience is a critical element of success for any organization. And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience.
DOWNLOAD
The organizations featured in the 2019 ACE Awards book are leading the way in using the Voice of the Customer to drive continual change. Whether you’re a dedicated Customer Experience practitioner or part of wider CX team, in these pages, you will find advice, top tips and inspiration from 32 winners in over 11 industries across the world. We are proud to share the success stories of such innovative and people-centric teams.
Here is a glimpse into some of the award-winning organizations you will discover in this book:
- AIG Travel, Inc. measures the customer experience at the point of travel insurance purchase. By listening to feedback, understanding what customers want and delivering industry-leading value through superior customer experience AIG’s customer satisfaction rates now reach a record of 91%.
- With over three million satisfied customers, Empire Today is dedicated to its customers. Through their sophisticated VoC program the organization achieved a 24% increase in re-lead opportunities as a result of acting on non-purchaser feedback. NPS increased by 11% due to heightened customer focus and improvement initiatives that significantly reduced costs.
- To continually improve the relationship with resort owners, Wyndham Destinations Resorts Asia Pacific runs a multi-country VoC program. Customer experience focus has seen guest satisfaction rise by 3.8% in just nine months. Every 1% increase in OSAT has equated to a 13% reduction in escalated complaints and a 15% cost saving as a result of customer retention. Owners are 63% more likely to recommend Wyndham and 13% more likely to upgrade their ownership helping boost revenues.
- Virgin Money runs an established VoC program, collecting feedback across all channels and touchpoints, delivering not only improved NPS scores, but also detailed data about customer product understanding, awareness of customer benefits, customer engagement, and areas for improvement. Customer feedback identified and drove product improvements, leading to NPS of +53.
- Mars, Incoporated uses Voice of the Employee to build senior talent on a global scale. The program includes self-directed learning, workshops and specific business challenge scenarios, all designed to build a robust talent pipeline and strong sales function expertise. The program has had an impact on behavior change and business results and led to 30% improvement over 12 months in leadership skills and capabilities.
- GSK’s Response Center, staffed by trained specialists, handles questions from patients and professionals about GSK medicines across multiple channels. Insight has directly informed a range of critical customer-driven actions. Feedback is also used to coach agents to improve overall customer GRC experience.
- LexisNexis has embedded a global, multi-lingual VoC program. Insight has driven investment in UX and search, driving double-digit satisfaction improvement and a 25pt improvement in overall NPS. New user feedback identified pain points, helping to drive process improvements that caused friction. Closed-loop processes have boosted client retention and reduced costs, while higher NPS has increased revenues through new business from promoters.