Confirmit Launches VoC Maturity Compass

Research software company Confirmit has expanded its customer experience assessment methodology with the launch of a model called Compass, which aims to understand the stages of maturity in Voice of Customer (VoC) programme development.

Compass has been designed in conjunction with a research team from Rockbridge Associates, and professors from the University of Miami and St. John's University. Through a five-part framework, the solution helps companies visualise their position on the CX maturity scale, enabling them to ensure VoC development is on course. The assessment considers programmes by vision, design, engagement, action and value, to ensure organisations are working on the right elements to drive successful customer experience.

Claire Sporton (pictured), VP Customer Experience Management, comments: 'Confirmit Compass was built as a continuation of our core customer engagement model Confirmit Voices, that we developed to enable organisations to create clear objectives and design a tailored programme. Compass will further our efforts to help customers assess and grow their programmes, develop a clear plan to drive business change and generate a strong return on investment'.

Web sites: www.confirmit.com and www.rockresearch.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.