What Makes a Winning CX Vendor?

By: Lisa Sigler

April 8, 2015

CEM Programs
CEM Solutions
customer experience
customer experience management

2015 Temkin Group Vendor Excellence Awards- Winner BadgeOn April 7, 2015, the Temkin Group announced that for the second year in a row, Clarabridge has been named a Temkin Group CX Vendor Excellence award winner. We are thrilled to be recognized, and not just because it is fun to win things (although, really, who doesn’t like to win things?).

No, the real reason we are so pleased with this honor is that the criteria for winning line up so well with what Clarabridge is all about:  “[T]hese awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback.”

Helping companies improve the customer experience they deliver – that’s our mission, perfectly distilled. We do it with industry leading technology (capabilities). Our customers see significant bottom-line impact (results). And, we are constantly working to improve and expand our capabilities to meet our customers’ changing needs (client feedback).

So, what makes Clarabridge a winning CX vendor?

  • Clarabridge connects to all sources of customer feedback, including ratings and reviews, chat, both Clarabridge-generated and third-party surveys, blogs and forums, emails, call centers, social media, and voice recordings. Clarabridge is the only platform that can easily connect to all sources of customer feedback and analyze it in aggregate.
  • Clarabridge uses industry-specific models and the most precise, accurate Natural Language Processing (NLP) functionality and sentiment analysis to detect emotion, context, and root causes, as well as to predict future customer behaviors.
  • Our services team has helped with over 1,000 customer experience management initiatives. We help businesses mature their program over time with expert consulting services.
  • Clarabridge gives our customers’ employees customer feedback tools that alert them to problems, help them route and track issues, and allow them to make the right decisions to continuously improve customer experience.

Bruce Temkin, Managing Partner of Temkin Group, said, “Congratulations to Clarabridge for winning a 2015 Customer Experience Vendor Excellence Award. We had a very strong group of nominees this year, and Clarabridge stood out for how well it is helping companies improve their customer experience.” It is nice to be recognized for our hard work, and it is even better to be able to point to this kind of independent confirmation that our customers are getting the very best. And a commitment to giving your customers the best is what truly makes for a winning vendor, of any kind.

Lisa Sigler is Sr. Manager of Content Marketing at Clarabridge. For over 16 years, Lisa has used her writing and editorial skills to bring the value and benefits of technology to life. In her current role, she works to demonstrate Clarabridge’s position as thought leader and trailblazer in the Customer Experience Management market. Lisa holds a B.A. of English from Kent State University. Read more from Lisa on Twitter @siglerLis.