Author: Phil Durand

Making Change Work

The aim of every CX programme, of course, is to add value over the long term – not just following the excitement of a launch or major overhaul. It should enable organisations to gather feedback from stakeholders, to analyse and...

Time to Take a CX Reality check?

2020 has been a year like no other. The impact of Covid-19 on businesses of every shape and size, across all sectors, has obviously been unprecedented. Change has been forced upon virtually every organisation as they’ve endeavoured to adapt and...

The Value of ‘Keeping it Simple’ for Improved CX

  If there is one lesson Phil Durand (pictured), Director of Customer Experience Management at Confirmit re-learned as a judge at this year’s UK Customer Experience Awards, it’s that there is real value in making things as simple as possible… The aim of Voice of...

CX Grand Designs: Time for a Refresh?

It’s not long before the winners of the 2019 UK Customer Experience Awards will be unveiled. As one of the judges, Phil Durand (pictured), Director of Customer Experience Management at Confirmit knows that success comes in many forms and that the...

CX: Harnessing the Human Factor

Phil Durand is Director of CX Management at Confirmit and  judged at the 2018 UK Customer Experience Awards. Perhaps the most telling observation from judging at this year’s Customer Experience Awards is that passionate and personal accounts from CX professionals made...

Storytelling: The Secret to CX Success

Phil Durand is Director of CX Management at Confirmit and  judged at the 2018 UK Customer Experience Awards. The nominees for the Best Use of Insight & Feedback category – which was won by BT Consumer – at this year’s UK...

Rewarding CX Best Practice

If there is one message that came across loud and clear from the 2017 Customer Experience Awards, it’s this: act on customer feedback if you want to drive culture change and impact the bottom line. Yes, we always want to...

Why Customers are the Beating Heart of Businesses

There’s a good reason why the old adage ‘change is good’ still rings true. It keeps us on our toes, enables us to re-invent ourselves, and keeps us competitive. In the corporate world, many suggest that the only real constant...

Keeping Customers Central to Success

Written by: Phil Durand, Director Customer Experience Management, Confirmit Wembley. It’s always just a little further away than I remember. However the journey was well worth it when I joined Awards International at its annual UK Financial Services Experience Awards as...