Customer experience (CX) and market research specialist Confirmit has announced the promotion of Claire Sporton to the role of senior vice president of customer experience innovation.
In this newly created position, Sporton will be responsible for ensuring the company continues to deliver the expertise and technology that businesses need to support their CX programs.
Sporton has worked closely with Confirmit’s clients since she joined the company in 2011, helping to define and deliver voice-of-the-customer programs that empower employees to do the right thing for customers, and drive improved performance, based on clear business insights.
In addition to driving new strategies in CX methodologies, Sporton will work hand-in-hand with Confirmit’s R&D and product management teams. She will also take on responsibility for Confirmit Empower, Confirmit’s own voice-of-the-customer program.
Confirmit chief marketing officer Michael Wooh said Sporton’s promotion to this new role was a significant development for Confirmit.
“We have always provided world-class software and consulting services, and Claire will now take a core role in helping us to meet our plans for significant growth,” he said.
“Her unparalleled experience in delivering CX programs to clients, particularly those in B2B markets, will stand her in good stead to lead our CX innovations and address a rapidly-evolving market.”
Commenting on her new role, Sporton said: “This is a really exciting opportunity to help drive the discipline of CX management at a global level, supporting CX professionals around the world by giving them the tools they need to build customer experience programs that deliver significant business improvement.”
Sporton said CX was currently at a crossroads.
“CX professionals can either view CX measures as just one of many organisational KPIs or can position their work as a true catalyst for change, enabling everyone to make better decisions,” she said.
“This is a very exciting year for Confirmit with the fruition of some ground-breaking capabilities that will enable companies to predict and track change in real time.