RESTON, Va.—(BUSINESS WIRE)—Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today announced that USA TODAY NETWORK has won the 2018 Ventana Research Leadership Award in the Customer Experience category using Clarabridge’s CX Analytics platform. The award recognizes the organization and technology that best exemplify leadership in applications and technologies that support engagement with their customers.
Using the Clarabridge CX Analytics product, USA TODAY NETWORK accelerated the growth of its CX program focusing on two main goals: retaining print subscribers and deepening relationships to its younger, digital audiences. After analyzing Voice of the Customer (VoC) data from several sources (on-site and in-app surveys, ratings and reviews, live chat transcripts, CSAT surveys, and email surveys) through the Clarabridge platform, they were able to better understand the needs of these different audiences, and with that understanding, create products and services that drive key business outcomes throughout the organization.
- Making self-service online account tools easier to find and use, resulting in an increased customer usage and reduced calls to the contact center and its associated cost to the business.
- Introducing an ad-free mobile app offering that has led to increased user engagement.
- Updating the subscriber onboarding program to include benefit features and support resources, leading to increased digital usage — an early indicator of retention.
- Increasing the number of customers who activated their digital access by 5 percentage points year over year, in addition to an 8 percentage point improvement in retention among customers with high satisfaction scores.
- Improving employee engagement through feedback initiatives as demonstrated by a 4 percentage point improvement year over year in a customer-centric culture metric.
“Clarabridge has been a true partner and integrated member of our team since day one,” said Amy Shioji, VP of Customer Experience and Insights at USA TODAY NETWORK. “They have always worked to ensure we not only have a world-class technology infrastructure but also business-specific best practices that help us tell powerful stories with data. Working with them has not only improved our customer engagements metrics, it has also improved our employee engagement metrics. It has truly transformed our company culture into being customer led.”
“Amy and the team from USA TODAY NETWORK have been such a pleasure to work with and a great example of the tangible results that can come from the insights the Clarabridge platform is able to uncover,” said Mark Bishof, President and CEO at Clarabridge. “This prestigious award is a testament to the power of our technology that is fueled by AI. We are excited to work with the talented team at USA TODAY NETWORK to expand their VoC and help disseminate insights throughout the organization.”
“Providing a great customer experience is essential to the success of every organization as it reflects the quality and commitment of its people and processes,” said Mark Smith, CEO and chief research officer at Ventana Research, “Congratulations to Amy and USA TODAY NETWORK for its work with Clarabridge in being selected for the Digital Leadership Award in Customer Experience for enabling the methods and technology to understand and improve customer engagement through analytics and metrics that are the ingredients for the insights that can be acted upon.”
The annual leadership awards are delivered by the Ventana Research team, which through its benchmark research, on-demand advisory services and education continues to pioneer new methods for organizations to become efficient and effective in their business. As part of the scoring process and methodology, Ventana Research examined case studies and submissions to evaluate the nominated organization’s use of people, processes, information and technology, the best practices it developed, the degree of team involvement and the project’s business impact and value.
About USA TODAY NETWORK
USA TODAY NETWORK, part of Gannett Co, Inc. (NYSE: GCI), is the largest local-to-national media organization in the country, powered by our award-winning newsrooms and marketing solutions business. With deep roots in local communities spanning the U.S. with more than 100 brands, plus USA TODAY, we engage more than 125 million people every month through a diverse portfolio of multi-platform content offerings and experiences. For more information, visit www.gannett.com.
Clarabridge’s SaaS customer experience management solution helps hundreds of the world’s leading brands put customer feedback to work. Offering the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action is why leading brands trust Clarabridge to power their CX programs and drive a customer focused strategy. The result: better customer experiences. For more information, visit www.clarabridge.com.
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