Marketing Director takes on evangelist role for VoC

London, England and Oslo, Norway and New York, US: 23 February, 2012: Confirmit, a leading global provider of Voice of the Customer (VoC), Employee Engagement and Market Research solutions, is increasing its focus on the fast growing VoC market with the appointment of Karine Del Moro as Marketing Director.

Joining the company after working as a Customer Experience consultant, Del Moro was previously at Satmetrix, and has considerable knowledge about best practices in customer experience management. She has been instrumental in developing thought leadership around Voice of the Customer in Europe in the last five years.

Commenting on her appointment, Del Moro said: “I’m delighted to be joining Confirmit at a time when organisations are facing new challenges and working hard to differentiate themselves through the quality of their Customer Experience. A comprehensive Voice of the Customer programme is an absolutely critical part to growing any business. 2012 is certainly going to be the year when organisations must take VoC more seriously if they want to ride out the economic storm and prosper in the long run.”

Del Moro has experience in the UK, France and the United States, and has delivered strategic expansion plans for a variety of organisations. She expects the coming year to see a continued move from simply capturing what customers are saying to really listening and acting on what is being said.

“Technology adoption, engagement channels and the way in which businesses respond to their customers are continuing to change at lightning speed. Organisations realise they need to capture and act on the Voice of the Customer through a flexible, scalable enterprise-wide solution that ensures VoC is fully integrated with their business systems and processes. This solution must be able to keep up with new technologies, for example adding the mobile voice into the multi-channel mix to drive engagement and ‘in the moment’ feedback.”

“I’m very impressed with Confirmit’s customer centric approach, its focus on innovation and its flair for adopting new approaches as they emerge. I’m delighted to be working with such a forward looking organisation,” she added.

Del Moro has over 15 years’ experience in the design and management of marketing programmes, including customer retention and business development. A Certified Net Promoter Associate, she has helped companies from a variety of industries to gain insights and expertise about the impact of VOC strategies on customer engagement and loyalty.

Michael Wooh, Chief Marketing Officer at Confirmit said: “We are thrilled to have Karine join us at Confirmit.  She brings an extensive amount of industry knowledge and experience to the team and I am looking forward to working with her to continue to strengthen Confirmit’s position as a leader in customer experience management, and to expand our business globally.”