Watermelon Unveils 'Canvas' Feedback Platform

London-based insights and CX consultancy Watermelon has launched a proprietary Voice of the Customer platform, Canvas, 'built for CX Professionals, by CX Professionals' and designed around real user needs identified from years of hands-on experience.

Watermelon specialises in tech-driven CX solutions, customer feedback programs and evidence-based consultancy, and two years ago launched its own technology-focused operations agency called Calico, serving the operational needs of other insight firms. The firm's parent company is ad and communications agency VCCP.

During a pilot and rollout phase, the software has been embedded with existing Watermelon and VCCP clients, bringing Canvas to more than 3,000 users, and already capturing sentiment from more than a million customers, across financial services, retail, travel and technology.

Watermelon CEO Mark Squires (pictured) says the firm has taken a no-nonsense approach to the design of the new platform. 'Our mission is to reshape the CX tech landscape, with simplicity and value as key drivers of success. Clients don't need unnecessary features to justify the sky-high contracts that other vendors charge. Canvas only includes what users really need to help them drive transformational change.' Simple in this case does not mean basic, says Squires - rather that it's 'easy to get started, easy to integrate, and easy for clients to understand exactly what actions they need to take off the back of the data.' He concludes: 'We are also committed to using AI where it adds value, rather than as a gimmicky add-on.'

Details of the new solution are at www.watermelonresearch.com/canvas .

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