CX Council – Structuring the Unstructured

Following the CX Council on the 20 November at The Dorchester, you can now access the slides from the event.

The author(s)

  • Joe Marshall Head of Customer Experience
  • Jamie Thorpe Head of Experience Management
  • Fiona Moss Customer Experience
  • Dr. Pippa Bailey Head of Innovation
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On 20th November, Ipsos MORI's signature ‘CX Council’ reconvened to discuss one of the hottest topics in the industry, unstructured data.  

The UK’s Customer Experience (CX) team hosted a fantastic event at London’s prestigious Dorchester Hotel.  Welcoming more than 40 clients and prospects, our CX Managing Director Joe Marshall introduced Head of Experience Management Jamie Thorpe and Global Research Director Fiona Moss who explained how XM is changing the world around us and how focussing on the hidden value of unstructured data can tangibly help organisations uncover compelling, practical intelligence. 

Head of Innovation, Pippa Bailey, explained how our clients can use near-field communication technology, intelligent surveying and passive monitoring to reach customers when it matters most. The audience then heard from Brian Pressey, CX leader at TUI, who explained how TUI (in conjunction with Ipsos) uses unstructured data to inform strategic and tactical business planning and the part we have played in this. Pippa also led a demo on how Ipsos is using voice technology to gain richer consumer insights, more details on which can be found here.

 

Watch and listen to what a few of the attendees think about the state of the CX industry and what they learned on the day:

The author(s)

  • Joe Marshall Head of Customer Experience
  • Jamie Thorpe Head of Experience Management
  • Fiona Moss Customer Experience
  • Dr. Pippa Bailey Head of Innovation