• January 29, 2015

Nielsen Partners with ResponseTek for the Nielsen Listening Platform

Nielsen and ResponseTek have formed a strategic alliance to launch the Nielsen Listening Platform, which enables companies to measure real-time customer feedback on important interactions and convert this intelligence into concrete operational improvements that can be implemented by the employee interacting with consumers.

The Nielsen Listening Platform measures and analyzes customer feedback as it happens and provides key performance metrics and dashboards so that learning flows throughout the whole organization, from senior management right down to the front line. It then manages the corrective actions that must be taken with the consumer through automated alerts and workflow management.

Clients of the solution will have access to industry benchmarks and best practices to assess key performance metrics against competitors.

"Due to increased parity in their product offering, our clients in the services sector are creating differentiation around service. It becomes critical to set the right expectations of customer experience and continuously improve performance," said Akash Pal, managing director of Nielsen's Consumer Insights and Innovation business in the Middle East, North Africa, and Pakistan, in a statement. "In the digital era, performance metrics need to reach decision makers on a real-time basis, so that actions can be taken before valuable time is lost. We are thrilled that Nielsen will leverage our expertise in the customer experience space together with the cutting-edge technology developed by ResponseTek to launch this new solution, designed to develop CEM best-practices and transform our clients businesses based on the voice of the customer."

"The partnership between ResponseTek and Nielsen creates a unique end-to-end customer experience solution that brings together strategic industry trends, consumer research, and transaction-level insights," said Syed Hasan, president and CEO of ResponseTek, in a statement. "With this combined approach, today's businesses can translate real-time customer feedback into concrete business improvements at the frontline that positively impact the consumer."

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