Singapore – Nielsen, global information and insights company, and ResponseTek, 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 insight 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 consumer.
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.
“In the digital era, customer experience is a critical differentiator for companies operating in the services sector,” said Vishal Bali, Managing Director of Nielsen’s Consumer Insights business in Southeast Asia, North Asia and Pacific. “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. We are thrilled to launch this new solution to help our clients develop CEM best-practices and transform their business 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,” said 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.”
