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.