Nielsen launches global listening platform

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Nielsen launches global listening platform

07/14/2015

Nielsen, a New York-based provider of information and insights into what consumers watch and buy, announced an extension of its existing global alliance with ResponseTek, a developer of customer experience management (CEM) software. Together, Nielsen and ResponseTek are bringing to the United States a customer experience solution through a new global solution for clients: the Nielsen Listening Platform.

The Nielsen Listening Platform merges customer experience management software tools with key business insights to help drive operational advancement for brands and businesses. Organizations will now have the ability to manage performance at individual consumer and store levels through transactional surveys and real-time reporting to convert new insights into concrete operational improvements. Businesses will be able to link attitudes about the customer experience with actual purchase behavior, transforming static customer experience reporting into dynamic business improvement tools, Nielsen said.

“In this global digital era, customer experience is a critical differentiator for companies operating in the service sector,” said Mike de Vere, managing director, consumer insights, Nielsen. “The partnership creates a unique end-to-end customer experience management solution that brings together industry trends, consumer research and transaction-level insights. With this combined approach, today’s businesses can translate real-time customer feedback from anywhere around the world into concrete business improvements that can positively affect consumers.”

The Nielsen Listening Platform is available in North America to customers in service-oriented sectors such as retail, telecom and financial services, Nielsen added.

“By working together, ResponseTek and Nielsen have redefined the value proposition for an enterprise customer experience program,” said Syed Hasan, CEO, ResponseTek. “Combining our stream of transactional customer experience data with Nielsen’s purchase and consumer insights, organizations will get real-time intelligence into the delivery of their brand experience to existing customers and learn key drivers to acquire additional high value consumers.”

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