Home Resources Video CX expert series: Donna Kempster – Computacenter

CX expert series: Donna Kempster – Computacenter

Computacenter is a leading independent provider of IT infrastructure services, enabling users and their business in a digital world. They advise organizations on IT strategy, implement the most appropriate technology, optimize its performance, and manage customers’ infrastructures.

In this video, Donna Kempster of Computacenter provides her advice on getting started with a customer experience program. She talks about the importance of not only having a vision for CX, but of using a phased approach with clear control and measurement to achieve that vision in stages.

Donna also talks about some of the key challenges that her team has faced through the evolution of their CX program. She explains that two years into their endeavors, it became clear that their provider was not able to deliver on their vision, and was unable to support the global nature of the businesses. Donna explains how this led the team to take the difficult but necessary decision to move to a better CX partner – Forsta.

In highlighting some of the more advanced elements of Computacenter’s program, Donna also talks about the role of text analytics within their approach. She explains how her team has worked closely with Forsta’s text analytics specialists to deliver a taxonomy that can be trained and tweaked to evolve to accommodate business change. Computacenter has now reached an excellent 87% accuracy rate in their analytics of customer comments.

Finally, Donna talks about her experience of working with Forsta. She notes the collaborative and engaging nature of the partnership and highlights how Forsta’s team works closely with her to help achieve that all-important vision.

More customer stories

Video

Gartner Magic Quadrant for Voice of the Customer

Forsta Named a Leader in the Gartner® Magic Quadrant™ Forsta CEO celebrates our positioning as a Leader in the Magic Quadrant for Voice of the Customer by Gartner. The evaluation was based on specific criteria that analyzed Forsta’s overall completeness of vision, and ability to execute within our Voice of the Customer (VoC) offering. More […]

Read more
Gartner Magic Quadrant for Voice of the Customer
Webinar

5 Steps to ensure your digital CX program delivers results

5 Steps to ensure your digital CX program delivers results According to Forrester, digital customer service interactions are due to increase by 40% through 2021. Partly due to the global pandemic, this phenomenal increase has forced brands to add more channels and truly embrace digital transformation in their organization. So, how’s Customer Experience faring in […]

Read more
5 Steps to ensure your digital CX program delivers results
Case study

Parent voices without borders

Parent voices without borders  Tools used Survey design    Interactive dashboards  Localization & translation  Alerts  Cognita is a network of schools that spans the globe – from Europe to Latin America to South-East Asia. With Forsta’s help, it created a program to hear and harness the voices of parents across different regions and languages.  The challenge […]

Read more
Parent voices without borders

Learn more about our industry leading platform

FORSTA NEWSLETTER

Get industry insights that matter,
delivered direct to your inbox

We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.