New alliance will bring best-of-breed Voice of the Customer strategies to Europe

London, UK and Oslo, Norway and New York, US: Nov 6, 2013: Confirmit, the leading global solutions provider for Customer Experience, Employee Engagement and Market Research, is pleased to announce its strategic partnership with Futurelab, a leading customer experience management (CEM) consultancy specialising in customer-centric business strategies.

The partnership will combine Confirmit’s sophisticated Voice of the Customer (VoC)/Voice of the Employee (VoE) solutions with Futurelab’s consulting expertise in the development of customer-centric programmes. This will result in a best-of-breed approach to the creation of successful and profitable customer experience programmes that drive change and impact the bottom line.

Through the new alliance, Confirmit and Futurelab will offer an enhanced portfolio of services and solutions to the growing number of businesses in Germany and across Europe that now recognise the value of taking a customer-centric approach to their long-term success.

Alain Thys, Managing Partner, Futurelab, commented: “While we both approach it from our own angle, it’s remarkable how closely Confirmit’s solutions align with our own approach to CEM as customer experience architects. We are both committed to securing executive support for customer centricity, aligning business practices with that customer focus, and converting the Voice of the Customer and the Employee into actionable insights. I am confident that together we can help many businesses across EMEA differentiate themselves from the competition through the customer experience they provide, and improve the bottom line in the process.”

Tim Hannington, EVP, Confirmit said: “We are delighted to be joining forces with Futurelab to combine the strength of our advanced solutions and services in a common goal – to help companies improve customer acquisition, retention and advocacy in a sustainable and profitable manner. We’ve had great results from the projects we’ve worked on together already, and are very much looking forward to formalising our partnership to further expand our opportunities.”

Headquartered in Brussels in Belgium, Futurelab has established a strong presence across Europe, supported by an international network of partners and alliances that offer native language consultancy in Net Promoter Score (NPS)®, customer experience and customer centricity in 18 countries.