The VOCalis Customer Satisfaction Award

29 January 2018Miro Walker

There’s no better recommendation for a product or service than that of a happy customer! So when we heard about Digital Clarity Group’s VOCalis programme, we signed up.

Research and advisory firm, Digital Clarity Group’s mission is to help organisations deliver world-class customer experience through the right partnerships with technology vendors and digital partners. They want to demystify the dating game and provide clarity and transparency in what is an incredibly important matchmaking process.

VOCalis, their customer satisfaction assessment programme, helps them to deliver on this mission. It’s an expansive global programme that, to date, has captured feedback on more than 40 agencies from the leaders of hundreds of companies managing Adobe Experience Manager projects. Having put our neck on the line, we’re thrilled to reveal that we’ve come out on top. Yes, Digital Clarity Group have singled out Cognifide as the best-rated Adobe Experience Manager implementation partner globally. They’ve also marked this achievement with the presentation of the first ever VOCalis award.

What did the research reveal?

According to the research conducted by DCG, 73% of Cognifide customers rated our overall performance as very good or outstanding.  This is 2.8 times higher than the average for other Adobe Global Alliance and Premier Partners. No customersindicated dissatisfaction with our service or performance – a remarkable achievement that, according to DCG, separates us from our competitors.

The VOCalis methodology captures companies’ experiences with agencies like Cognifide, aggregates customer input, and uses proprietary scoring algorithms to rate them on performance with specific vendor products. We were particularly called out on aspects associated with customer understanding, customer service, technical capabilities, project management, and management of the upfront proposal, discovery and design phase.

What does it mean for Cognifide?

This award is a huge deal for us because it comes from our customers. We’re particularly proud that we were scored so highly for our empathy and understanding of customer needs. We know that successful implementation can only be achieved with a clear understanding of business drivers and goals and it’s good to hear that our customers think that’s what makes us stand out from the crowd.

In announcing the award, DCG’s CEO, Scott Liewehr commented, We’re delighted to present our first VOCalis award to Cognifide, thereby acknowledging the firm’s excellence in implementing a leading platform for experience management. The award serves not only as a symbol of DCG’s confidence in Cognifide, but also as a seal of approval from their recent customers.  As we work to help customers make informed decisions about digital partners every day, we are proud to recommend Cognifide based on their excellent body of work with Adobe Experience Manager.”

The award comes on the back of the fantastic news that WPP were named as Adobe’s Experience Cloud Solution Partner of the Year at the end of 2017. As part of the WPP Adobe Alliance, the Cognifide team were super proud to be on stage in Las Vegas just before Christmas to receive that one.

So, 2018 feels like it could be a good year! You might like to venture further into the Cog Blog to read my thoughts on what it might bring, or subscribe to the blog to make sure that you receive regular updates. For a deeper dive into VOCalis and what makes a great digital partner, take a look at Digital Clarity Group’s blog, written by Jill Finger Gibson.

Finally, I’d like to take this opportunity to say a huge thank you to all those clients that took part in the VOCalis survey on our behalf. It’s great to hear that we’re getting it right.

Author: Miro Walker
Published: 29 January 2018
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