skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration


This case study highlights the transformation journey taken by Electrocomponents, one of the world's largest distributors of electronic components


  • Confirmit Horizons provides critical input to improve customer experience.
  • RS drills down into customer journeys to improve the customer experience.
  • In 2015, customer experience was made the top strategic priority of Electrocomponents under its new leadership.

Features and Benefits

  • Provides a useful example to any enterprise that is trying to transform and place customers at the heart of its business.
  • Highlights the critical role of VoC and VoE programs allied to customer journey mapping to deliver a better customer experience.

Key questions answered

  • What role do VoC and VoE play in an enterprise transformation?
  • How do VoC and VoE inform customer journey mapping?
  • Do VoC , VoE, and CJM really make a difference to the business, and if so, how?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Confirmit Horizons provides critical input to improve customer experience

  • The transformational business context – strategies for growth
  • Selecting Confirmit Horizons to gain understanding of the customer’s view of their experience

RS drills down into customer journeys to improve the customer experience

  • The customer journey
  • Personas provide a starting point for CJM
  • Mystery shopping provided further insight
  • Converting CJM into improvements

Under new leadership, customer experience becomes the No. 1 priority

  • A five-point strategy underpins the pivotal role of CX for growth
  • A dip in fortunes followed by a successful turnaround as CX gains traction.

Key lessons to be learned to help enterprises capitalize on VoC/VoE allied to CJM

  • VoC programs must be backed by the CEO and supported through constant communication
  • Partner with a VoC/VoE platform vendor with scalable technology and best-practice insights
  • Combine VoC and VoE with CJM and adopt Agile improvement methods
  • Think and act holistically
  • There is no end in sight


  • Methodology
  • Further reading
  • Author

Recommended Articles

  • Enterprise Decision Maker, Enterprise IT Strategy and Select...

    2017 Trends to Watch: Big Data

    By Tony Baer 21 Nov 2016

    The breakout use case for big data will be fast data. The Internet of Things (IoT) is increasing the urgency for enterprises to embrace real-time streaming analytics, as use cases from mobile devices and sensors become compelling to a wide range of industry sectors.

    Topics Big data and analytics IoT

  • Consumer & Entertainment Services, World Cellular Informatio...

    Mapping the Future of Enterprise Messaging: SMS, RCS, and Chat Bots

    By Pamela Clark-Dickson

    In this paper, we analyze the results of the Enterprise Messaging Survey 2017, placing the findings in the context of the rapidly evolving business-to-consumer communications market.

  • Consumer & Entertainment Services, Service Provider Technolo...

    FAANG to sink its teeth deeper into TV in 2018

    By Rob Gallagher 14 Dec 2017

    Few trends will be bigger in 2018 than the transformation of TV and video by OTT technology and services. Here we present five Ovum predictions related to the most influential players: Facebook, Amazon, Apple, Google, and Netflix – or FAANG, for short.


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now