Clarabridge unveils latest Customer Experience Management solution for brands


Clarabridge, a leading provider of Customer Experience Management (CEM) solutions for top brands, has launched its Clarabridge 6.0 solution at its C3 user conference in San Diego.

The new release is designed to bring intelligence to every aspect of the customer experience journey, said Clarabridge. That includes listening, analysis, operations and measuring the Voice-of-the-Customer (VOC), the company claims. New features include enhanced field-level report distribution to get the most relevant, customised information to stakeholders, presentation-ready insights analysis, and support for accessible big data analysis.

Clarabridge 6.0 is claimed to help businesses realise Intelligent Customer Experience and infuse customer experience into the DNA of their organisations. Key enhancements and new features include:

  • Report distribution: report distribution capabilities ensure the right people have the right information, at the right time and in the right format, across the enterprise. Organisations can distribute personalised, localised, and relevant reports to individual stakeholders. Users can also specify distribution schedules, collaborate with others within the reports, and view the most relevant customer feedback insights
  • Insights analysis: the new insights analysis enables businesses to gain a detailed understanding of feedback drivers by comparing multiple variables, including brands, products, store locations, business units, regions, customer groups, and competitors through a simple wizard. With these insights, organisations can better understand areas that underperform or overperform and can also glean detailed, customisable, presentation-ready reports for each differentiator to determine what is driving feedback volume and sentiment
  • adoop via HBase support: through its support of Hadoop via HBase, Clarabridge 6.0 allows for high-volume, on-demand, unsampled reporting on even the largest data volumes. Analysts can get rapid insights across the entire customer platform by gaining understanding amidst the mounds of enterprise data

Additional features include an enhanced reporting User Interface (UI), including customisable dashboard views, report tabs and repositories, and drag-and-drop capabilities, which give users the flexibility to work in the most efficient and effective manner. The advanced capabilities of Clarabridge 6.0 continue to take VOC analysis to the next level by making reporting quick, presentation-ready, and distributed throughout the organisation, the company claims.

“CEM as a business-wide strategy has become one of the top priorities for progressive organisations and Clarabridge is the leading company that provides intelligent solutions and services to support this evolution,” said Sid Banerjee, CEO, Clarabridge.

“Clarabridge 6.0 is an exciting release for many reasons. Its report distribution ensures that customised reports can be shared with stakeholders throughout the organisation, and its Hadoop support is critical in today’s big data world. Clarabridge 6.0 is also the only solution available with insights analysis. This in an invaluable tool for organisations to better understand how their brands or products fare against any variable – that is a real industry game-changer.”