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Confirmit urges British Business to act on insight at ECEW 2013; What: European Customer Experience World - Navigating the Perfect Storm; When: 14-15 May 2013, workshops 16th May; Where: Grange Tower Bridge Hotel, London(M2 PressWIRE Via Acquire Media NewsEdge) London, UK and New York, NY and Oslo, Norway -- 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. 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/ About ECEW European Customer Experience World (ECEW), now in its fifth year, is the leading Customer Experience event in Europe. This year, the MD of John Lewis and the CEO of first direct will be presenting at the event, as well as speakers from other household name brands such as Aviva, ASDA, M & S, easyJet, SONY and American Express. The event attracts Customer Experience professionals from across industry sectors. They attend to get the latest information and case studies on this area of business process and methodology, which is recognised as having the power to transform organisations. This year's theme "Navigating the Perfect Storm" reflects the current climate, where technologies such as Social Media have created multiple points of contact between the customer and the company, all of which have to be managed to meet the expectation of a positive customer experience. For more information visit www.ecew.co.uk About Confirmit Confirmit is the world's leading SaaS vendor for multichannel Voice of the Customer, Employee Feedback, and Market Research applications. The company has offices in Oslo (headquarters), Cologne, Guildford, London, Moscow, New York, San Francisco, Vancouver, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Pattaya, Sydney, and Tokyo. Confirmit targets Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include A&N Media, Aurora, British Airways, Cross-Tab, Dow Chemical, Farmers Insurance, GlaxoSmithKline, Ipsos, JTN Research, Keep Factor, Morehead Associates, Nielsen, The NPD Group, Swapit, Swisscom, Symantec and The Wellcome Trust. Visit www.confirmit.com for more information. Media Contacts: Andrea Burton Indigo River [email protected] T: +44 (0)1985 850320 M: +44 (0)7796 368669 Melanie Oxford Indigo River [email protected] M: +44 (0)7515 632065 ((M2 Communications disclaims all liability for information provided within M2 PressWIRE. Data supplied by named party/parties. Further information on M2 PressWIRE can be obtained at http://www.presswire.com on the world wide web. Inquiries to [email protected])). (c) 2013 M2 COMMUNICATIONS |