CLARABRIDGE ANNOUNCES CUSTOMER EXCELLENCE AWARDS PROGRAM WINNERS

March 9, 2012 00:00 AM

Clarabridge, Inc., the leading provider of sentiment and text analytics software to Global 1000 companies embracing Customer Experience Management (CEM), today announced the winners of their Customer Excellence Awards program at Clarabridge’s fourth annual Customer Connections (C3) Users Conference held in Miami, Fl. These awards recognize outstanding client achievements in improving their customers’ experience through leveraging text and sentiment analytics.

Intuit, a leading provider of business and financial management solutions for small and mid-sized businesses received the Annual Clarabridge Customer First Award for Outstanding Voice of the Customer (VoC) Program which acknowledges the continued success in driving a sustainable and value-generating Voice of the Customer initiative. Since first adopting the Clarabridge solution in 2006, Intuit has embedded text analytics into the DNA of internal business stakeholders, finding new ways of gaining value from the Clarabridge solution. Intuit has leveraged text and sentiment analytics to make their organization even more efficient and effective at serving up a great customer experience.

The Clarabridge 2012 CEM Trailblazer Award was presented to Charming Shoppes, Inc., a leading apparel retailer specializing in women’s plus-size apparel. This award recognizes the Clarabridge customer who has pushed the envelope in new and innovative ways in the CEM space. Charming Shoppes, Inc. has leveraged the Clarabridge text and sentiment analytics solution to analyze multiple sources of data, including social media, product reviews, call center notes, and emails. As a result, Charming Shoppes, Inc. has been able to analyze the effectiveness of advertising campaigns and promotions, identify low sources of sentiment and dissatisfaction amongst customers, and inspire innovative product enhancements based on customer feedback. Charming Shoppes, Inc. has developed a systematic approach to using VoC data, driving CEM value across the organization and strengthening their customer experience. The company is consistently at the forefront of thought leadership, playing an active role in sharing best practices and CEM strategies within the Clarabridge community.

“Establishing an effective VoC and CEM program is no easy task, and while we saw many impressive nominees, Charming Shoppes, Inc. and Intuit stood out as innovators in their field,” said Sid Banerjee, CEO Clarabridge, Inc. “We congratulate the honorees for their dedication to improving customer experience and appreciate all of our client’s steadfast creativity and command of Customer Experience Management practices.”

Clarabridge received a variety of submissions across industries, all of which showed significant merit. The winners exemplified the organizations that created and delivered a compelling VoC program, transforming feedback into actionable insight driving tangible impact for its customers. The awards were presented to Charming Shoppes, Inc. and Intuit today at the Clarabridge Customer Connections (C3) conference in front of over 300 attendees representing over 110 companies, one of the largest user conferences in the CEM space. (Follow the conference on twitter #CBC312)

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, Charming Shoppes, Inc., Choice Hotels, Dell, 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 offices in Reston, Va. and London, U.K. For more information, visit www.clarabridge.com or on Twitter: @clarabridge.

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