Global research firm Nielsen and ResponseTek, leading customer experience management (CEM) software provider for enterprise brands, have formed a multi-country strategic alliance to create a customer experience solution.
The new solution, the Nielsen Listening Platform, enables companies to measure real-time customer feedback on important interactions, and convert this intelligence into concrete operational improvements that can be implemented by the employee interacting with the end consumer.
The Platform measures and analyses customer feedback as it happens, providing key performance metrics and dashboards so that learning flows throughout the whole organisation. This will include from senior management right down to the front line. It then manages the corrective actions that must be taken with the end consumer through automated alerts and workflow management. Clients of the solution will have access to industry benchmarks and best practices to assess key performance metrics against competitors.
“In the digital era, customer experience is a critical differentiator for companies operating in the services sector. Nielsen and ResponseTek share a common vision to leverage world-class customer experience management know-how together with state-of-the-art technology to drive operational improvements,” Vishal Bali, managing director of Nielsen’s Consumer Insights business in Southeast Asia, North Asia and Pacific said.
Syed Hasan, president and CEO of ResponseTek, adds, “The partnership between ResponseTek and Nielsen creates a unique end-to-end customer experience solution that brings together strategic industry trends, consumer research and transaction level insights. With this combined approach, today’s businesses can translate real-time customer feedback into concrete business improvements at the frontline that positively impact the consumer.”
The Nielsen Listening Platform has been made available in Asia Pacific, the Middle East and Africa, offering services to sectors such as banking, retail and telecommunications.