“I believe it is incumbent on the Cloud Service Providers (CSPs) and/or System Integrators (SIs) to understand the regulatory and compliance-related issues that their customers face,” noted Manjula Talreja, VP of Global Cloud Business Development at Cisco, in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “Of course these issues are different in each industry and in each country.”
Cloud Computing Journal: The move to cloud isn't about saving money, it is about saving time - ...| By RealWire News Distribution | Article Rating: |
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| December 6, 2012 09:07 PM EST | Reads: |
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Do-It-Yourself Dashboard Creation and Flexible Administrative Tools Enhance Industry Leading Voice of the Customer Solution
London, UK and Oslo, Norway and New York, NY: 6 December 2012 - Confirmit, the leading global software provider for Customer Experience, Employee Engagement, and Market Research, today introduced Active Dashboards™, the latest enhancement to its industry leading reporting technology in the new release of its Voice of the Customer (VoC) solution, Confirmit CustomerSat™. Active Dashboards make it easier than ever to visualise feedback results and share VoC data across the enterprise for at a glance analysis, reporting and action management.
Active Dashboards provide each employee with a personalised, interactive view of customer feedback tailored to their specific role within the organisation. Expressly designed for the unique needs of VoC programmes, Active Dashboards deliver customer survey data in real time, displayed through a custom selected set of colourful charts, tables and widgets that enable users to visualise and analyse survey results at a glance. Active Dashboards are accessible to users within the Confirmit CustomerSat SaaS (software as a service) application or on a mobile device using CustomerSat Mobile.
Developed for business professionals, not IT specialists, Confirmit CustomerSat's DIY dashboard creation and administration tools make it easy for clients to create, edit, and manage their own Active Dashboards anytime, without requiring outside assistance. An intuitive, drag-and-drop interface allows users to quickly configure their dashboards and schedule regular or ad hoc publication of dashboards to any number of employees. Clients can pick and choose from a comprehensive set of predefined VoC widgets, including a Key Metrics Scorecard, NPS® Gauge, and Voice of Customer Table with verbatim survey comments, to create Active Dashboards that are relevant to their business. Administrators can also delegate dashboard creation and administrative tasks to other users for additional flexibility.
To ensure that the right Active Dashboard reports are delivered to the right employees, Confirmit CustomerSat's new QuickPaths™ dynamic hierarchy building feature automatically populates dashboards with survey data according to a company's organisational hierarchies. When employees change roles, QuickPaths adapts the hierarchies and automatically updates dashboards based on those changes—so individuals always receive reports on the survey results that are relevant to their position within the organisation. Together, these adaptive dashboard delivery capabilities and DIY dashboard management tools allow a single administrator to manage the reporting needs for a dynamic, complex organisation.
Active Dashboards increase accessibility of the advanced VoC reporting available in Confirmit CustomerSat, including:
Key Metrics Scorecard: display performance at a glance across key metrics and questions using colour coding and heat maps enabling managers to quickly assess performers, focus on key areas for improvement and drill down to view groups of responses or a single response in detail.
Key Trends: trend a statistic (Mean, NPS, etc.) over time (monthly, quarterly, annually, by fiscal period, etc.)
Key Drivers: use correlation analysis to determine which aspects of the customer experience are most important to driving customer satisfaction and loyalty.
Historical Benchmark: compare scores for important metrics (such as Overall Satisfaction or NPS) and performance (across teams, geographies, retail locations, etc.) over time.
Comparative Statistics: set cross tabs based on the survey data you choose to compare performance on key metrics across questions, question choices, and upload variables. Add colour coding and heat maps to compare performance at a glance.
Voice of Customer: display of verbatim responses to open ended questions.
Response Rate: monitor the health of a survey by tracking response rate in real time, with drill-down detail reports to pinpoint key invitees who may need a reminder to respond to the survey.
Significance Testing: conduct an automatic statistical analysis of key performance indicators (KPIs) to compare results between groups or teams, and differentiate top performers and areas that need attention from random data fluctuations.
PeerCompare™: allow users to see their scores for key metrics in comparison to their peers, to view their performance in context.
Drill-Down Reporting: instantly view groups of surveys and individual survey responses that make up KPIs; read open ended survey responses in context.
Push Reporting: share dashboards with other individuals responsible for the customer experience, email PDFs of a full dashboard or individual widget report, or export report data to Excel to share VoC intelligence any way you need to.
"Active Dashboards make it even easier for our clients to derive actionable insights from the Voice of the Customer," said Peter Myklebust, CTO at Confirmit. "The latest updates to Confirmit CustomerSat enrich the solution with advanced technologies that make CustomerSat's powerful reporting dashboards even easier to use and share, offering our clients more ways to leverage VoC feedback to positively impact the customer experience."
- ENDS -
About Confirmit CustomerSat Software and Services
Confirmit CustomerSat is a Web-based enterprise Voice of the Customer (VoC) solution used by the world's leading businesses to capture, analyze, and act on feedback from customers, employees, and partners. Through the use of powerful dashboards, comprehensive analytic tools, action management technology, and the expert knowledge of VoC consultants, clients drive better business results through improvements in the customer experience. CustomerSat was named a Leader in EFM Satisfaction and Loyalty Solutions by a noted independent research firm, and was named a Service Leader in the Enterprise Feedback Management category of CRM Magazine's 2012 CRM Service Awards. For more information, visit www.confirmit.com/customersat.
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, Dow Chemical, Farmers Insurance, GlaxoSmithKline, Ipsos, Morehead Associates, Nielsen, The NPD Group, Swisscom, Symantec and The Wellcome Trust. Visit www.confirmit.com for more information.
All trademarks are the property of their respective owners.
Media Contacts:
Andrea Burton
Indigo River
andrea@indigo-river.co.uk
T: +44 (0)1985 850320
M: +44 (0)7796 368669
Melanie Oxford
Indigo River
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M: +44 (0)7515 632065
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Published December 6, 2012 Reads 590
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“Regulations and compliance are key trust topics with regards to cloud solutions and technology,” noted Sven Denecken, Vice President, Strategy and Co-Innovation Cloud Solutions, SAP AG, in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “But it is also more than security of access – it is portability of data and a clear definition of where the data resides.”
Cloud Computing Journal: The move to cloud isn't about saving money, it is about saving time – agree or disagree?
Sve...
Many organizations want to expand upon the IaaS foundation to deliver cloud services in all forms – software, mobility, infrastructure and IT. Understanding the strategy, planning process and tools for this transformation will help catalyze changes in the way the business operates and deliver real value.
IT has more opportunities than ever before with the growth in users, devices, data and secure cloud services. This creates not only a more enriching experience for users, but more opportunities for businesses. The key to capitalizing on these opportunities is to have the right tools in place to help scale operations. In his Day 3 Keynote at 12th Cloud Expo | Cloud Expo New York [June 10-13, 2013], Intel's Rob Crooke will describe the range of products that Intel provides to support different usa...
One of the cloud’s biggest draws is the capability to virtualize computing resources, allowing it to be consumed with the click of a mouse. But behind that simple click is an enormous infrastructure challenge that has recently been cited as a major cause for slower enterprise adoption. Enterprises can better prepare for this shift and take full advantage of future computing benefits. Between architecture design and migration planning, the road can be long, so what do you do with your talent?
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In the old world of IT, if you didn't have hardware capacity or the budget to buy more, your project was dead in the water. Budget constraints can leave some of the best, most creative and most ingenious innovations on the cutting room floor. It’s a true dilemma for developers and innovators – why spend the time creating, when a project could be abandoned in a blink? That was the old world. In the new world of IT, developers rule. They have access to resources they can spin up instantly.
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INetU, the industry's experts in complex hosting and a global provider of business-centric managed cloud and application hosting, has announced that Cloud Architect Rich Hand will be presenting "Private Cloud, Public Cloud - Is There a Third Option?" at the 12th International Cloud Expo taking place June 10-13, 2013 in New York City.
As more enterprise IT departments move into the cloud, many executives are evaluating whether to adopt a Public or Private cloud. The cost benefits of the Public ...
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