OpenText™ has been named a finalist in the fourth annual Forrester Research Voice of the Customer Awards. This is the second consecutive year OpenText has been named a finalist in the program. The prestigious award recognizes initiatives that help companies dramatically improve how they collect, interpret, and react to customer feedback. The announcement was made this week at the Forrester Customer Experience Forum in New York.
Winners and finalists were selected based on five criteria:
- clarity of approach
- business value to the organization
- positive impact on customer experience
- potential for other companies to repeat the practice
“This year we opened the competition to global nominations and were impressed with the scope, scale, and quality of the voice of the customer programs we reviewed from around the world,” said Forrester Research Analyst, Adele Sage. “VoC programs continue to incorporate more customer data, influence more internal stakeholders, and deliver more value to their customers and their bottom lines. The best VoC programs this year connected the dots between their VoC activities and a better customer experience and associated business results.”
“We are pleased to have been named a finalist for a second time in the Forrester Research Voice of the Customer Awards,” said James Latham, OpenText’s Chief Marketing Officer. “The results of our “culture of the customer” initiative have been significant across the entire organization, impacting revenue, customer relationships, and corporate culture. OpenText is dedicated to prioritizing and implementing customer experiences that meet and exceed customer expectations and that are aligned with overall experience principles.”
OpenText’s customer experience initiatives are leveraging customer insight and metrics into the strategic and tactical decision-making processes throughout the organization. As a result of OpenText’s Voice of the Customer initiatives, the company has realized measured improvements in customer satisfaction and loyalty, and has experienced significantly more employee engagement and commitment to customer experience excellence. OpenText customers will increasingly feel the benefits of these initiatives as longer term strategic implementations begin to impact the customer experience in day-to-day interactions.