Confirmit Announces 2018 ACE Award Winners

At 2018 ACE Award, Confirmit Clients Were Recognized for Success in Customer Experience Programmes and Commitment to Driving Business Change and ROI

Today, Confirmit has announced the winners of the 2018 Confirmit ACE (Achievement in Customer Excellence) Awards. Established in 2005, the annual award programme recognizes Confirmit clients who demonstrate proven excellence and innovation in their Customer Experience programmes. Confirmit is a leading global solutions provider for Customer ExperienceVoice of the Employee, and Market Research.

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About ACE Award: A Quick Overview

The ACE (Achievement in Customer Excellence) Awards programme was established in 2005 to recognize outstanding achievement in customer excellence. Receiving a Confirmit ACE Award is a distinct honor that demonstrates both rigorous application of customer experience processes and outstanding performance as measured by those processes. All Confirmit customers are eligible for Confirmit ACE Awards for their company, business units, or segments of a business.

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This year’s programme boasted a competitive applicant pool from a wide range of industries and countries around the world, including Australia, Ireland, Norway, Spain, the UK and the United States. This year, the awards included two new categories, B2B and Multi-Channel, introduced to highlight key areas of focus for Confirmit’s clients.

Several of this year’s winning companies have also been recognized with the prestigious Judges’ Choice Award, which recognizes companies that exhibit exceptional results from their Customer Experience programme. These results include:

  • A 49-point increase in Net Promoter Score® in 12 months
  • 94 percent policy retention rate for an insurer
  • 13 percent reduction in customer retention costs
  • 250,000 Euros revenue increase

The panel of judges was impressed by the range of submissions this year which demonstrated the scope of the programmes that Confirmit’s clients are running. Philadelphia Insurance has used the Voice of the Customer to implement dozens of company-wide process changes, targeted customer initiatives, and launched marketing campaigns that are driving real results. At the other end of the spectrum, the panel was keen to recognize the work of RBUP, whose submission covered their work in using the feedback and research to improve the quality of mental health services in Norway. The judges felt this was a very different, but extremely inspiring and innovative, application of the technology.

Winning organizations include —

Category: Voice of the Customer

Judges’ Choice: Amadeus, Cognita, Erie Insurance, Telegraph Media Group


AIG Travel, ANSYS, Asurion,, Cybersource, Deltek, Empire Today, Grainger, NCR: DI University, NCR: Digital Insight Software Solutions, HMS, Infor, McKesson, Moore Medical, OpenText, Philadelphia Insurance Companies, PODS Enterprises LLC, Quest, Selective Insurance, Siemens Building Technologies, The Hanover Insurance Group, Virgin Money, Visma, Waters Corporation, Wyndham Vacation Resorts Asia Pacific

Category: Voice of the Employee

Judges’ Choice: CSAA


Accenture, Cognita, ENGAGE with Moss Bros

Category: Business Impact

Judges’ Choice: Bupa Global, HMS


ANSYS, Kongsberg Digital, The Hanover Insurance Group, Virgin Money, Visma, Wyndham Vacation Resorts Asia Pacific

Category: B2B

Judges’ Choice: Philadelphia Insurance Companies, W5 with AIB Merchant Services


Amadeus, B2B International, Grainger, HMS, OpenText, Visma

Category: Innovation

Judges’ Choice: RBUP


Amadeus, CSAA, HMS, Philadelphia Insurance Companies, Rockbridge Associates Inc., W5 with DEASP

Category: Multi-Channel

Judges’ Choice: Virgin Money


Cognita, Grainger, Erie Insurance, Wyndham Vacation Resorts Asia Pacific

Ken Østreng, President and CEO of Confirmit, said, “Increasingly, we are seeing the Voice of the Customer become more prioritized within companies and truly integrated within their business models. This year, the judges noted a significant increase in the number of companies who are able to demonstrate real business change as a result of their programmes, making this the most competitive awards yet. Our clients’ dedication to delivering positive customer experiences, changing business culture, and generating significant Return on Investment is highly encouraging, and we are thrilled to help them deliver those results.”

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Currently, Confirmit is the world’s leading SaaS vendor for multi-channel Customer Experience, Employee Engagement, and Market Research solutions.

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