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Founded in 1997, Arise Virtual Solutions Inc. is one of the world’s leading providers of virtual business solutions for brands seeking to improve business results through their sales and service channels. Arise customizes and delivers high quality voice, e-mail, and chat customer service, technical support, and sales by accessing a large number of home-based service providers through a network of 25,000 entrepreneurial, independent businesses in the United States, Canada, the United Kingdom and Ireland.

Arise adds value for its clients through an unmatched combination of superior service and best cost. Through the guiding principle of Undisputed Top Performance™, the company’s 100 percent virtual model is able to best match its resources to specific client needs, enabling unparalleled flexibility for companies to grow while improving customer satisfaction.

No other company better understands how to bring the virtual solutions model to life for premium brands. For more information on Arise, please go to www.arise.com.

Confirmit enables businesses to capture feedback and derive business actions in order to drive change throughout the organization. Confirmit offers the world’s most secure, reliable and scalable solution for Voice of the Customer, Employee Engagement and Market Research programs. By creating multi-channel, multi-lingual feedback and research projects, Confirmit’s clients develop clear insights and take action to increase customer and employee engagement. Businesses that use Confirmit deliver stronger customer experiences, drive positive word of mouth and promote long-term growth. In the last 3 years, over 500 million surveys have been completed on the Confirmit platform, through channels including: Web, telephone, SMS, mobile and paper. The company has more than 270 employees and is headquartered in Oslo, with offices and partners around the world. 

CSN is one of the UK’s largest and most successful customer service networking organisations. We support organisations on their journey to service excellence through a range of services including; assessment, benchmarking, training, consultancy, complaints management and accreditation. Through our multi-channel surveys we measure customer and employee perception, identify key areas of importance, and recommend actions that deliver real improvements by providing user-friendly interactive reports, alerts, presentations and live on-line results. CSN deliver best practice solutions, advice and help our customers to focus on the things their customers really want.

CustVox®, a powerhouse of customer intelligence, has been the driving force behind the adoption of Customer Experience Management (CEM) by many international corporations, delivering actionable customer insights that add significant value to their business. Committed to always delivering innovative, market leading technologies and analytics, developed by its award winning R&D team, CustVox® offers an entirely scalable, modular cloud based SaaS solution that supports large B2B and B2C organizations, independent from location, culture or language. CustVox®’s CEM solutions are strategic business tools which can be deployed swiftly across the enterprise, and operated with minimal training.

The Customer Experience Professionals Association (CXPA) is a global non-profit organization dedicated to the advancement of customer experience management practices. Our members are individuals who develop, manage, optimize, and envision how organizations interact with their customers. This community includes customer experience practitioners within companies, vendors who support customer experience efforts, and other stakeholders in the industry.

The CXPA supports the professional development of its members and advances the field by providing research and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of customer experience. Individual membership is only $195. Become a part of the movement and join today.

eGain is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimise service process and grow sales—across the web, social, and phone channels. Hundreds of the world's largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).

Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com or call +44-(0)-1753-464646 (EMEA). Also, follow us on Twitter at http://twitter.com/egain and Facebook at http://facebook.com/egain

H2X – How to Experience – specialises in designing and delivering compelling customer and employee experiences. Our business creates relationships: relationships that build loyalty, increase profits and reduce churn.

Today's customers are impatient, empowered, and connected. They trust their peers more than they trust you. Lithium helps companies understand their customer's influence, engage their passions, and turn them into superfans – which means they'll contribute to your company's marketing, commerce and customer service.

MarketTools is the leading provider of software and services for Enterprise Feedback Management (EFM) and Market Research. MarketTools CustomerSat is a Web-based EFM solution used by the world’s leading businesses to capture, analyze, and act on feedback from customers, employees, and partners. MarketTools helps clients optimize satisfaction and loyalty programs that deliver high-value business impact.
 

Mulberry Consulting helps organisations to build the clarity and confidence they need to execute customer centred change and to achieve superior business results. We are a specialist customer experience consultancy offering a full range of tools and techniques including customer journey mapping, customer based measures, capability building and coaching and development. Our approach to customer journey mapping (Ci Map) was recently cited by Forrester Research as an example of global best practice.

With offices in London, New York and Toronto, we have worked with some of the largest companies in sectors such as financial services, publishing, telecoms and travel and tourism, both in the UK and across the globe. We also have a strong track record in the public sector and not for profit sectors. We regularly publish white papers on topical industry issues and our monthly newsletter and practitioner conference calls are a great way of keeping in touch with current thinking in customer experience.

MyCustomer.com is the leading online community for CRM professionals in the UK, serving over 70,000 members with a wealth of breaking news, features, research and analysis, and forums; covering key topics including: Customer Intelligence; Customer communication; and Customer service and experience.
Visit us at www.mycustomer.com
 

Oracle (NASDAQ: ORCL) engineers hardware and software to work together in the cloud and in your data center. With more than 380,000 customers—including 100 of the Fortune 100—in more than 145 countries around the globe, Oracle is the only vendor able to offer a complete technology stack in which every layer is engineered to work together as a single system. Oracle’s industry-leading on-premises and cloud-based solutions give customers complete deployment flexibility and unmatched benefits including unbreakable security, high availability, scalability, energy efficiency, powerful performance, and low total cost of ownership.

 'Changing the way businesses and individuals think, feel and act.' 

As a global consultancy and training organisation, Pti Worldwide has a proven track record in growing businesses, personal transformation and peak performance. Working with a diverse portfolio of clients including British Gas, Specsavers, Everything Everywhere, Santander and DHL, our proposition consists of nine specialist services... 

rapide turn moments of truth into moments of opportunity. Their award-winning, multi-channel technology for Customer Experience Management - Rant & Rave® - provides real-time customer communications and feedback to half the FTSE 350 since 2000.

Because real life happens in real-time, their Communications Suite lets their clients handle business-critical (and mission-critical) messaging whenever they want to, through the channel that bests suits their customers, whether that's text, voice, or e-mail. The Feedback Suite gives their customers the opportunity to share their views at the exact moment they're thinking them. Intelligent text analytics understands every word and provides actionable insight, empowering employees and turning customers into brand champions. 

Sponsors of the ECEW Social Media stream, Sitel is a leading provider of outsourced and onsite contact centre services. With over 26 years of industry experience, Sitel has twice been ranked as the top overall call centre outsourcing provider in Datamonitor’s annual Black Book of Outsourcing survey. Sitel’s 57,000 employees provide clients with predictable and measurable Return on their Customer Investment by: 

Sitel’s solutions span 135+ domestic, nearshore, and offshore centres in 26 countries across North America, South America, Europe, Africa, and Asia Pacific. The company is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.sitel.com.

SOCAP in Europe and Worldwide:

The place for professionals within the consumer affairs and customer service industry. The service profession now needs and deserves a worldwide member-based organisation. It was originally founded in the United States of America in 1973. SOCAP UK followed in 1986. There are now SOCAP organisations throughout the world including Australia, New Zealand, South Africa, Japan, Korea, Brazil and Canada. World-wide there are over 4,000 members looking to serve their customers and companies to the best of their ability. SOCAP works with other stakeholders – government, regulators, standards bodies and consumer advocacy organisations – to bring together the best of people and the best of practice on behalf of the companies they work for and the people they serve.

SOCAP raises the professional profile of Consumer Affairs and Customer Service as a profession while remaining focused on the individual practitioner looking to exchange ideas, expertise and opinions to ensure the future of the profession.

SynGro is a world leader in enabling large organisations to increase their customer loyalty, retention and profitability by capturing, managing and driving action from a Voice of the Customer programme.

By capturing the Voice of the Customer whether it is direct, indirect or inferred across any channel and combining it with clients’ operational systems and data, SynGro enables clients to evolve their customer engagement and create a customer centric culture.

Focused on the enterprise sector of the Voice of the Customer market, SynGro’s key clients include Stora Enso, OutoKumpu, Heineken and JP Morgan.

SynGro’s clients capture real-time customer feedback across web, mobile, call centre and face to face channels in 61 countries and 40 languages.

The Selfservice Company is working with over 70 European companies by providing Virtual Assistants that can recognise and answer customer questions based on real natural language processing. This is typically initiated by starting an automated dialogue with a focus of providing a single answer to any question instead of a FAQ list which puts stress on the customer. In the UK we are delighted to be working with premium brands such as Sky, Toys R Us and PKR.

The Selfservice Company customers typically achieve email traffic reduced by 30-50%, call volumes 10% on average, with sales conversion going up (through better information online, increased trust and willingness to buy). Also CSAT and NPS improve (we see a remarkable improvement compared with a regular FAQ search) along with customer insight: not only by reporting the customer needs but also reporting the words customers are using to describe a product of problem. Further, we see improvements in CES (Customer Effort Scores) as we reduce stress for online customers and enable them to get the (single) right answer, the first time when they ask a question.

In summary, we have the capabilities and experience to ensure that companies can give customers specific and relevant information in order to service and to sell: tailored around their needs, situation and context - thereby enabling a true ‘self service’ channel.

The UK’s leading experts in customer experience measurement with a proven track record of improving companies’ loyalty and profit.

Specialising in measuring customers’ satisfaction and loyalty.

We provide clear, relevant and actionable data that will drive changes in behaviour. We provide i nformative, reliable, benchmarkable results (NPS, Sat Index, satisfaction, loyalty & importance scores, customer experience modelling, vox pops) and compelling commercial reasons why customer loyalty pays (using your internal data to put £s against customer satisfaction)

We are more than collecting and delivering data, we motivate and support our clients to translate results in to action. We:

• Introduce you to other clients
• Send you Stakeholder Magazine
• Invite you to latest thinking briefings & training

With experience across all industries our client list includes Allied Irish, British Gypsum/Saint Gobain, City & Guilds, Cooperative Group, Direct Line, LV=, Rolls Royce, Royal Bank of Scotland, Visa, VW and YHA.

The WOW! Awards is the UK’s only national award for customer service based purely on customer nominations. 

Benefits of using The WOW! Awards include:- 

• Improved employee morale
• Improved manager/employee/customer engagement
• Increased customer feedback
• Improved discretionary effort
• Improved employee attendance and retention
• A positive way to promote your business.

Mission statement:  To raise standards of customer service in the UK to the point that visitors from Florida say, “WOW!  Have you seen what a great job the Brits are doing!”

Managing Director and creator of The WOW! Awards is Derek Williams – one of the UK’s leading authorities on customer service, an international speaker and author on the subject and a past Chief Executive of the Society of Consumer Affairs Professionals.