Enterprise Feedback Management (EFM)

Customers across all categories now look for a personalized experience that is available when they want it, how they want it, and where they want it. Regardless of whether the desired experience is delivered, it is now possible through the explosion of mobile coupled with the prominence of social media for consumers to give instant feedback. The consequence is the increasingly significant impact that customer experience has on the overall relationship with a brand.

What is it for?

Enterprise Feedback Management (EFM) technology solutions are enabling the ability to capture this customer feedback, combining it with transactional and operational data, making feedback accessible enterprise-wide to support action from the frontline to the executive team with real-time, role specific dashboards, interpreting unstructured data using text analytics, and recovering customer relationships by triggering alerts and supporting improvement across the business.

How does it work?

Ipsos Loyalty helps you frame your CX goals and choose and implement the right technological solution for your needs.

Why is our solution unique?

Only Ipsos Loyalty offfers:

An independent, experience-based and up-to-date comparison of all leading CXM platform solutions:

  • We regularly assess leading CXM/EFM/VoC technologies (over 400 criteria are taken into account)
  • We work collaboratively with our clients to identify the technologies that are best suited for their specific needs, both present and future.
  • Technology leaders like Apple, Google, Microsoft and Adobe rely on our specific expertise!

A one-stop-shop approach to enhance and accelerate your VoC program, bringing you the best of:

Market research expertise and thought leadership:

  • Robust design yielding trusted information.
  • Relevant use cases to each business owner.
  • On-call research team to drill swiftly into new trends and understand key issues.

In-house IT team:

  • Certified implementation teams: program management, development, QA, maintenance and helpdesk.
  • Proven data aggregation and extraction capabilities, requiring minimal involvement from your IT teams.
  • Ability to customize beyond any standard SaaS offerings (branded survey layouts, any data collection type, proprietary models/drivers, overlay reporting…)

Tailored change management support:

  • Stakeholder alignment, buy-in and activation workshops.
  • Internal communication strategy, focused on quick wins and compelling CX stories that call to action.
  • Rolling out at scale: our 1600 staff are located in 50+ markets, allowing us to roll out your program consistently anywhere in the world.
  • Continuous health checks and improvement roadmap.

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