Clarabridge, Inc. recently confirmed that it has entered into collaboration with Thomson Reuters in order to upgrade Thomson Reuters’ Voice-of-the-Customer (VOC) program that spans across its Intellectual Property and Science business. Thomson Reuters is a global source of intelligent information for businesses and professionals, while Clarabridge is a premier provider of intelligent Customer Experience Management (CEM) solutions for some of the leading international brands.
Rachel Buckley, vice president of the Thomson Reuters Global Customer Experience team, said, “The most effective way to show our customers how much we value their business is to actively respond to their feedback, reflect their perspectives back into our organization and commit to change in a timely, meaningful manner. Partnering with Clarabridge has allowed us to significantly reduce manual efforts so our team can focus on driving forward insights and taking immediate action – and, most importantly, showing our customers that we’re really listening.”
The Global Customer Experience Team within Thomson Reuters will benefit the most as it will look to use Clarabridge to transform how customer feedback is handled. The feedback from the customer will be converted into actionable insights and then use to increase customer engagement and also bring forth a quantifiable return on investment (ROI).
Sid Banerjee, CEO of Clarabridge, said, “Bringing intelligence to every aspect of a CEM program is the only way to get a 360-degree view of the customer. Thomson Reuters is taking customer experience to the next level by listening to multiple sources, utilizing powerful analytics to identify the most actionable customer insights, routing those insights across the organization, and meaningfully engaging with customers in real-time. We’re proud that Thomson Reuters has partnered with Clarabridge to help it enhance its VOC program and ingrain the voice of the customer deep into its organization.”