Last month’s NICE Fizzback Voice of Customer Forum 2011 was another roaring success. Taking place at the British Museum, located in the heart of London, the forum welcomed customer experience professionals from a range of industries including retail, finance and insurance services, telecommunications, transport, leisure, utilities and the public sector. The forum also paid host to an international audience, as attendees came from as far and wide as Poland, Germany and Turkey.

The day saw some impressive presenters and case studies from industry experts and NICE Fizzback clients including Virgin Media, Capital One and Telefónica Germany. They shared with the audience a mix of cross industry successes, best practices and opportunities that the future of the NICE Fizzback solution holds.

The day kicked off with Dan Yalon, Chief Strategy Officer for NICE Systems share his vision of the future of customer experience management, by capturing the direct, indirect and inferred feedback to enable businesses to truly understand the voice of the customer from the whole customer lifecycle.

This session was followed by a number of client success stories:

Virgin Media: Director of Quality, Karen Ingham shared her experiences in the presentation titled “Virgin Territory”. As the name suggests, Karen took Virgin Media to uncharted waters by using the NICE Fizzback solution to engage every customer, enabling the company  to  gain unparalleled volumes of feedback. This gave all their advisers real actionable feedback and helped drive improvements in performance across agents, teams and entire contact centres.

Telefónica Germany: Senior specialists Robert Wiedemer and Bernd Fleissner demonstrated how Telefónica Germany drives improvements within both their contact centres and retail stores. The case study highlighted the business’s bold aim to not only improve strategic KPI’s, but to improve each store and contact centre in real-time.

Capital One: Head of Customer Experience, Emma Wardle gave great insight into the NICE Fizzback solution by sharing real life experiences of how it has enabled their business to manage customer dissatisfaction and customer recovery. Emma also shared how Capital One is transforming their service culture by engaging their employees with a number of innovative strategies.

We also gathered some excellent feedback on the event, received and processed through a live deployment of the NICE Fizzback real-time feedback solution:

“Conclusion is that if you’re using Fizzback it means that you care about my point of view, as a customer. I’m not like one of many but the individual customer.”

“Insightful presentations, great to start to understand the art of the possible with Fizzback.”

“It’s been great to hear how Fizzback makes a real difference, not only for the customers but the agents too. Really enjoyed the presentations.”

We are already looking forward to the Voice of Customer Forum 2012 and hope you are too. Keep watching this space for more information coming soon. If you would like gain access to any of the presentations from the 2011 event please contact us on [email protected].

About NICE Fizzback

NICE Fizzback is the leading software provider for Real-Time Customer Feedback and Customer Experience Management (CEM) resulting in increased customer loyalty and employee performance. The award winning NICE Fizzback solution helps companies listen, respond and act in real-time to their customers’ comments. Feedback captured at the point of experience is analysed automatically using natural language processing, driving relevant responses, prompting company action and providing powerful insight into the voice of a previously silent majority. NICE Fizzback enables businesses to derive true economic benefits by increasing customer lifetime value and positive word-of-mouth.

The Fizzback Group Ltd. was acquired by NICE Systems in 2011.