Finding the Voice of the Customer Through Integrated Datasets

Customer-service data provides a plethora of insight about customer satisfaction and sentiment, but often these operational metrics are siloed or don’t tell the complete story. Various data sources from myriad tools can compound this issue when operationalizing on a global scale. This session will cover the work that happens behind the scenes to compile metrics into a single, cohesive dataset that enables quick, impactful insights.

In this session, you’ll learn:

  • Best practices to enhance scalability and usability
  • Create cohesive, multi-use datasets from disparate, disjointed source datasets, including CRM, Social Listening, and Direct Customer Feedback data
  • Implement techniques such as recursive data flows, text manipulation, and windowing

Sierra Duncan, Analyst, Disney Streaming Services

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