London, UK and New York, NY and Oslo, Norway: May 02, 2013: The annual European Customer Experience World Conference in London will feature Confirmit, the leading global software provider for Customer Experience, Employee Engagement and Market Research, who will urge British Business to turn customer insights into tangible results and actions.


James Westlake
At a lunch time Think Tank held on the first two days of the Conference, James Westlake, VP EMEA & Asia Pacific for Confirmit will stress that understanding the customer experience can help to revive the fortunes of UK plc but only if the feedback obtained directly from customers is acted upon.

Westlake explains: “Customer Experience professionals (CXPs) increasingly have access to impressive dashboards or in-depth reports but driving action from a Voice of the Customer (VoC) programme is not an automatic process. Decision-makers have to be able to interpret the data at their fingertips and must generate real value from the insight gathered by acting on what has been discovered. Actions really do speak louder than words and customers that feel their comments have resulted in an improved product or service will undoubtedly be more loyal and spread the word”.

Westlake will lead a discussion about how to overcome the barriers to driving action from a VoC programme so that customer insight can be used to support decision making and drive business change, leading to increased customer loyalty and improved retention. He will focus on:

The planning and design elements that companies must consider when building a VoC programme, to ensure that action is a fundamental part of the plan

Why it’s vital to share VoC insights beyond the customer experience team to understand the driving forces behind the numbers

The tactical and strategic steps that businesses can take to ensure that both quick wins and long-term goals are achieved.

Westlake adds: “It’s important that investment in VoC programmes leads to tangible results. There are key steps that every company should put in place to ensure that VoC is a driver of change, provided they are prepared to walk the walk, not just talk the talk”.

To find out more about Confirmit’s support and attendance at ECEW please visit: www.ecew.co.uk/