Thomson Reuters business selects Clarabridge to Strengthen Its Voice-of-the-Customer Program
15th May 2013 - Clarabridge, Inc., the leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands, today announced that Thomson Reuters, the world’s leading source of intelligent information for businesses and professionals, has partnered with Clarabridge to enhance its Voice-of-the-Customer (VOC) program across its Intellectual Property and Science business. The Global Customer Experience Team within Thomson Reuters will leverage Clarabridge to transform customer feedback into actionable insights to enhance customer engagement and produce a measurable Return on Investment (ROI).
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Thomson Reuters is leveraging Clarabridge to create process efficiencies, understand customer sentiment at a granular level, and derive insights from customer feedback data, as regular customer input mechanisms are an integral part of its business operations. Clarabridge’s output will give more statistically valid results across multiple sources, including Thomson Reuters’ quarterly customer surveys, monthly customer and technology support cases, and qualitative research generated from customer interviews. The team will then operationalize customer feedback insights to improve how it interacts with targeted customers, including pharmaceutical firms, academic and research institutions, and IP and legal professionals.
“The most effective way to show our customers how much we value their business is to actively respond to their feedback, reflect their perspectives back into our organisation and commit to change in a timely, meaningful manner,” said Rachel Buckley, Vice President, Thomson Reuters Global Customer Experience team. “Partnering with Clarabridge has allowed us to significantly reduce manual efforts so our team can focus on driving forward insights and taking immediate action – and, most importantly, showing our customers that we’re really listening.”
“Bringing intelligence to every aspect of a CEM program is the only way to get a 360-degree view of the customer,” said Sid Banerjee, CEO, Clarabridge. “Thomson Reuters is taking customer experience to the next level by listening to multiple sources, utilising powerful analytics to identify the most actionable customer insights, routing those insights across the organisation, and meaningfully engaging with customers in real-time. We’re proud that Thomson Reuters has partnered with Clarabridge to help it enhance its VOC program and ingrain the voice of the customer deep into its organisation.”
About Thomson Reuters
Thomson Reuters is the world’s leading source of intelligent information for businesses and professionals. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world’s most trusted news organisation. With headquarters in New York and major operations in London and Eagan, Minnesota, Thomson Reuters employs approximately 60,000 people and operates in over 100 countries. Thomson Reuters shares are listed on the Toronto and New York Stock Exchanges. For more information, go to: http://thomsonreuters.com.
Clarabridge is the leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands. As the premier provider of CEM, Clarabridge enables Global 1000 businesses to intelligently listen to, analyse, operationalise, and measure multi-source customer feedback through intelligent sentiment and text analytics. Insights extracted through Clarabridge enable organisations to create a universal understanding of their customers, partners, and employees; make actionable business decisions with measurable ROI; and collaborate on those decisions both internally with stakeholders and externally with customers. With hundreds of CEM implementations, Clarabridge is the 7th fastest growing software company, powering the CEM programs for companies such as B/E Aerospace, Best Buy, Charming Shoppes, Inc., Choice Hotels, Dell, Expedia, E.ON, Fidelity, Gaylord Hotels, Government of British Columbia, Intuit, J.D. Power, L’Oréal USA, Marriott International, PetSmart, QVC Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendy’s International. Clarabridge is privately held with offices in Reston, VA., San Francisco, CA., and London, UK. For more information, visit www.clarabridge.com
Category: Voice of the Customer