March 14, 2012 00:00 AM

Clarabridge, Inc. the leading provider of Customer Experience Management (CEM), today revealed highlights from their 4th Annual Customer Connections (C3) Users Conference held March 5-7, 2012 where over 330 attendees shared best practices, emerging trends and sustainable Voice of the Customer (VoC) strategies. Participants were also introduced to the enhanced functionality of Clarabridge Enterprise 5.0 and new module Clarabridge Collaborate which debuted at the conference.

The impressive collection of delegates and speakers representing a broad range of technology strategists and CEM practitioners discussed their challenges and accomplishments implementing successful VoC practices. Sessions explored effective approaches to transform and integrate multichannel data, including social media, into actionable insight in order to bolster customer retention, loyalty and advocacy.

“Customer feedback is cheap, actionable insight may be valuable, but taking action on insight is precious. VoC programs are useless unless you act on what you find,” shared Bruce Temkin, Customer Experience Transformist and Managing Partner at Temkin Group & Chair, Customer Experience Professionals Association (CXPA), during his session “What Makes a Good Voice of the Customer Program.”

Additional presenting companies included: Acer, Best Buy, B/E Aerospace,, Charming Shoppes, Choice Hotels International, Inc., Dell Inc, Expedia, Estée Lauder, Fidelity Investments, GE Appliances, United Airlines, Sage, Verizon, Vodaphone, Wendy’s, Walmart, Zynga and Accenture, who served as platinum sponsor to the event. Insights exchanged will feed into broader CEM and VOC initiatives as participants received exclusive tutorials on the latest release of Clarabridge Enterprise 5.0 along with new offering Clarabridge Collaborate.

“With the launch of 5.0, we are able to show the why, behind customer feedback, so our clients can focus on timely actionable insight, “said Sid Banerjee CEO and Co-founder, Clarabridge opening the conference discussing 5.0 launch and the company’s 2012 outlook. “With 5.0 we can become the customer insight data analytics hub. In the year ahead, we are taking steps to make Clarabridge an operational hub as well. Our platform will become smarter, powered by text analytics, recommendation engines, alerting systems, and collaboration paradigms – linked together through our partners’ and customers’ platforms.”

Additional C3 Takeaways:

Collaboration with actionable insights Clarabridge Collaborate, the newest addition to the Clarabridge suite includes integrated alerts shared throughout the organization providing timely, individualized data, in a simple and digestible format. Interactive reports provide customer feedback first hand and a support a social environment to discuss and resolve issues.

Satisfaction scoring and sentiment transparency: Improved data quality drives targeted customer loyalty and retention programs by tracking customer satisfaction and determining comparable scores.

Increase in channel volume: Social media and chat channels are increasing, while phone feedback is decreasing. Organizations should embrace multiple channels of feedback and leverage those insights to better effect the customer experience in real-time. Real-Time: Responding to real-time alerts on emerging issues and trends in customer data enables organizations to address, document and resolve complex, time sensitive VoC challenges across divisions.

Instant Theme & Event detection: Clarabridge Enterprise 5.0 leverages linguistics and sentiment, bolstered by synonym recognition and statistical analysis, to create custom categorization models for unique data sets.

Language expansion: Clarabridge will continue to support data in multiple languages. Navigator offers full NLP in additional languages: Italian, Dutch & Japanese, plus localizations of category models for French, German & Chinese in 5.1; in 5.5 Clarabridge will offer the same for Italian, Dutch and Portuguese.

About Clarabridge

Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. Clarabridge enables Global 1000 enterprises to achieve a universal understanding of their customers by automatically collecting, classifying, scoring sentiment and analyzing qualitative data found in voice of the customer feedback channels. Insights extracted result in improved marketing, product/service offerings, operations and customer service across an organization. Clarabridge customers include AOL, B/E Aerospace, Choice Hotels, Expedia, Gaylord Hotels, Intuit, J.D. Power, Marriott International, Nissan, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens and Wendy’s International. Clarabridge is privately held with headquarters in Reston, Va. and offices in San Francisco, Boston and the United Kingdom. For more information, visit or on Twitter: @clarabridge.