From leveraging social channels and using chatbots to understanding effort and emotions and extracting actionable insights, this week’s C3 Europe conference covered a number of key trends. The event was hosted by Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands.
The London-based event, which combines keynotes, interactive workshops and conference sessions, brought together customer experience and social customer service experts from brands across the globe.
Clarabridge honoured its EMEA customers for their contribution and innovation in making customer experience a strategic initiative:
Three companies won in the Luminary category. This recognises companies that have made a corporate shift to elevate customer experience to a top-tier business strategy. The winners were Greene King, the UK’s leading pub retailer and brewer; Saudi Telecom Company, the technology services provider; and Adba International, the social CRM and data analysis specialist.
In the Innovation Award category, which rewards organisations whose CX programs demonstrate out-of-the-box thinking and/or innovative concepts to the business or industry, the winners were Telefónica Movistar España, the telecoms and digital TV company; Tata Communications, which also specialises in telecoms services; and Infrabel, which builds, maintains and upgrades the Belgian rail network.
The Revvie Award, which recognises companies with proven return on investment and bottom line revenue impact was won by market research agency, ABA Research; the large hospitality company, Whitbread; and home appliance manufacturer, Electrolux.
The final category was the Diamond Award which honours companies whose CX program is multi-faceted and shines brightly within the organisation.
The winners’ programs demonstrated vision, strategy, execution and results. They were as follows: Naturgy, the natural gas and electrical energy utility; Unilever, the well-known consumer goods manufacturer; and Sky Spain, the digital pay TV and Video On Demand provider.
“A big congratulations to all of our award winners,” said Mark Bishof, CEO at Clarabridge. “We are grateful for their partnership and committed to help them improve their customer experience programs. I am excited about expanding our Conversational Analytics capabilities to the European market. This is testament to our commitment to help our European and multinational customers tap into the contact centre for insights that impact mission-critical decisions.”
Clarabridge also announced a number of significant developments to its platform:
Expanded Language Support for its Speech Analytics solution
Clarabridge is now better able to supports its multinational customers with expanded voice-to-text (VTT) transcription capabilities that include British English, German, French and Spanish. This will enable companies with a global presence to leverage Clarabridge’s AI-driven Conversation Analytics capability and tap into their contact centres for CX insights.
New Hindi Language Pack, Powerful AI-driven Data Enrichment and Enterprise-Grade Data Governance
Other enhancements to Clarabridge’s Natural Language Processing (NLP) platform, include the addition of Hindi, one of the world’s most widely spoken languages, to its library. Event detection, a new addition to its powerful World Awareness features, uses machine-learning algorithms to identify national holidays, life events and common cultural events across all sources of customer feedback and interaction. Clarabridge also announced general availability of the Clarabridge Effort Score, a leading indicator of loyalty. Along with these features, improvements to governance and account management to increase the scale of CX initiatives while lowering the total cost of ownership, were also announced.
Launch of the Clarabridge Banking Solution
The Clarabridge Banking Solution is packed with relevant KPIs, industry models and pre-packaged dashboards to help banks and financial institutions discover omni-channel, actionable insights relevant to numerous cross-functions. The solution currently ships with four modules to achieve fast time to value and solve specific challenges. These include Complaints and Compliance Analysis, Digital Experience (Mobile App & Website), Branch and ATM Experience and Contact Centre Experience.
About Clarabridge:
Clarabridge’s SaaS customer experience management solution helps hundreds of the world’s leading brands put customer feedback to work. Offering the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action is why leading brands trust Clarabridge to power their CX programs and drive a customer focused strategy. The result: better customer experiences. For more information, visit www.clarabridge.com.