Too Much Data? Time to Untangle the Web


Phil Durand

Phil Durand

Author Bio

Phil has worked in customer experience measurement for twenty years. In his role at Confirmit, he works closely with customers to help define and design global Voice of the Customer programmes that deliver business change.


Author Bio

Customer feedback. Call center records. Social media postings. CRM data. Financial and operational information. One thing that many Voice of the Customer programs don’t need is more data. In fact, most organizations are in danger of becoming ever more tangled up in the data they already have, as they struggle to understand the meaning of it all in order to drive business change and success.

To drive real insight from your customer experience activities, you need to find a way to make sense of the data you have and use it effectively. In this webinar, Phil Durand, Director of Customer Experience, talked through some of the approaches that companies can use to turn raw data into usable business insight. He discussed:

  • How to bring together data from multiple sources in order to build a holistic view
  • Ways to eliminate the “noise” so you can develop a clear focus for your CX efforts
  • How to build your VoC program to deliver maximum insight
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