Nielsen, ResponseTek Debut Customer Experience Solution

Research firm Nielsen, and ResponseTek, a customer experience management (CEM) software provider for enterprise brands, have formed a global strategic alliance to create a customer experience solution, Nielsen Listening Platform.

Nielsen Listening Platform enables companies to measure real-time customer feedback about important interactions, and convert the intelligence into concrete operational improvements that can be implemented by the employee interacting with the end consumer.

The platform measures and analyses customer feedback as it happens, providing key performance metrics and dashboards so that learning flows throughout the whole organization. This includes senior management down to the front line. It then manages the corrective actions that must be taken with the end 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.

“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, ResponseTek, said 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.”

The Nielsen Listening Platform has been made available in Asia Pacific, the Middle East and Africa, offering services to sectors such as banking, retail and telecommunications.