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Data Insights Podcast

The Equiniti Podcast – Series 1, Episode 5: Understanding Customer Data Insights

19 January 2022

Iola Sanger of Freeman Grattan Holdings joins Jen Towers and Jonathan Britten of EQ Customer Resolutions to discuss the importance of truly understanding customer data and using those insights to make business process improvements.

Topics discussed in this episode include:

  • Best practice data capture methods to create meaningful insights
  • Getting buy-in from multiple stakeholders on the importance of clean data
  • Identifying early and hidden trends in your customer data
  • Putting root cause analysis at the heart of business transformation

With businesses facing increasingly complex customer complaints and ongoing cost pressures, we look at the role of data and root cause analysis to make meaningful improvements. Iola, Jen, and Jonathan discuss how complaints and feedback data can play a key role in transforming processes and services in a way that benefits both business and consumer.

This episode is part of the Without Boundaries Series, which focuses on ideas and practical solutions that regulated businesses can adopt to make positive change.

EQ helps resolve cultural, technical, and operational challenges to make good regulation a reality.


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