Really listening to customers

Thomson Reuters will leverage intelligent customer experience management technology to improve customer engagement. The company, a source of intelligent information for businesses and professionals, is deploying a solution from Clarabridge to enhance its voice of the customer program across its intellectual property and science business.

Clarabridge reports that Thomson Reuters will leverage its technology to create process efficiencies, understand customer sentiment at a granular level and derive insights from customer feedback data. The deployment will give Thomson Reuters more statistically valid results across multiple sources, including its quarterly customer surveys, monthly customer and technology support cases, and qualitative research generated from customer interviews, according to Clarabridge. Insights from customer feedback will be put into action to improve how Thomson Reuters interacts with targeted customers, including pharmaceutical firms, academic and research institutions, and IP and legal professionals.

Rachel Buckley, VP of the Thomson Reuters Global Customer Experience team, says, “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.”

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