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Too much data? Time to untangle the web

This FREE webinar was recorded on:
Wednesday, October 04, 2017
03:00 PM - 04:00 PM BST
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Customer feedback. Call center records. Social media postings. CRM data. Financial and operational information. One thing that many Voice of the Customer programmes don’t need is more data. In fact, most organisations 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, talks through some of the approaches that companies can use to turn raw data into usable business insight. He discusses:

  • 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 programme to deliver maximum insight


Phil Durand
Director, Customer Experience Management

Phil Durand is the Director, Customer Experience Management at Confirmit. He 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. He firmly believes that insight is only important when a business focuses on what it means, why it matters – and crucially – what they’re going to do about it.

His real enthusiasm has always been for the creation of engaging programmes that motivate a business to improve. This is about creating a competitive advantage while staying true to the customer voices heard. He has taken roles on both the agency and client-side, developing and managing large, multi-national programmes across a range of industries including travel & tourism, automotive, utilities, finance and telecoms.