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VMware

By leveraging Clarabridge, the VMware team captures the voice of their customers, partners, and employees through surveys, interviews, workshops, and social media.

Listening is in VMware’s DNA, and it all starts with the Insights phase of the Wheel. By leveraging Clarabridge, the VMware team captures the voice of their customers, partners, and employees through surveys, interviews, workshops, and social media. The detail generated from Clarabridge enables the team to analyze customer insights, bring life to their stories, and galvanize their business into action. Through the Clarabridge solution, VMware can translate their customers’ words into meaningful, usable data and ultimately drive change.
Customer insights guide the executive and leadership teams across the company, along with front line employees. Company programs and associated resources are prioritized based on customer input and recommendations made by the Customer Advocacy team.

Clarabridge

Solutions

In order to constantly improve the experience they deliver and consistently understand where they perform well, VMware takes the time to reflect on their processes during the Discover phase. With Clarabridge, they are able to prioritize customer conversations, dig deep to understand the root causes of potential issues, and identify where they can deliver the most positive, impactful changes to their customers’ and partners’ experiences. From here, the Transform stage holds the company accountable to deliver on the actions needed to improve their customers’ and partners’ experiences. A core focus of the Experience phase is on the digital customer experience, where VMware’s team of UI and UX experts

Results

At VMware, Customer Advocacy is helping to ensure customers are core to all that they are and all that they do. By capturing the voice of their customers, partners, and employees through surveys, interviews, workshops, and social media, VMware is empowering regional leaders to engage with their customer base and enact real change.