Nielsen, global information and insights company, and ResponseTek, leading Customer Experience Management (CEM) software provider for enterprise brands, have formed a multi-country strategic alliance to create a powerhouse customer experience solution.
The new solution, the Nielsen Listening Platform, merges the world’s authority in market research and consumer insights with the top global CEM platform. This 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 consumers.
The Nielsen Listening Platform measures and analyses customer feedback as it happens, provides key performance metrics and dashboards so that learning flows throughout the whole organisation, from senior management right down to the frontline. 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.
“Due to increased parity in their product offering, our clients in the services sector are creating differentiation around service. It becomes critical to set the right expectations of Customer Experience and continuously improve performance,” says Akash Pal, Managing Director of Nielsen’s Consumer Insights & Innovation business in Middle East, North Africa and Pakistan. “In the digital era, performance metrics need to reach decision makers on a real-time basis, so that actions can be taken before valuable time is lost. We are thrilled that Nielsen will leverage our expertise in the customer experience space together with the cutting-edge technology developed by ResponseTek to launch this new solution, designed to develop CEM best-practices and transform our clients businesses based on the voice of the customer.”
“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,” says Syed Hasan, President and CEO of ResponseTek. “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.”
From February 2015, the Nielsen Listening Platform is available in Asia Pacific, the Middle East, North Africa and Pakistan, offering service-oriented sectors such as banking, retail and telecommunications a transformative solution for putting customers at the heart of brand success.