Maximise efficiency, enhance coaching, and drive performance with AI-powered insights

Are you truly unlocking the full potential of your contact centre, or are hidden inefficiencies holding your team back? Conversational Intelligence can revolutionise coaching, streamline QA, and drive measurable performance improvements.

Join us for the third part of our exclusive webinar series where we explore how Conversational Intelligence (CI) transforms contact centre operations at every level—from agents to QA teams to leadership. Learn how AI-driven automation and analytics can enhance coaching, streamline quality assurance, and improve overall customer experience.

What You Will Learn & See In Action:

• AI-Driven Coaching & QA – Leverage automated conversation summaries, real-time dashboards, and customisable scoring models to enhance coaching, pinpoint areas for improvement, and drive team performance.
• Optimising Agent Efficiency – Automate disposition reporting, analyse communication patterns, and provide targeted feedback to help agents focus on delivering better customer experiences.
• AI-Powered Insights for Smarter Decisions – Explore dashboards, NLP-powered analytics, and predictive insights to identify trends, improve self-serve channels, and reduce operational costs.
• Maximising ROI & Contact Centre Performance – Walk through agent scorecards, QA scoring, and AI-driven recommendations to optimise operations and improve first-call resolution.

Are you ready to take your operations to the next level? Register today us and see how Conversational Intelligence can transform your contact centre!

Our Speakers

Jeremy Griffiths, VP Consulting & Insights, InMoment

Tom Boylan, Solution Consultant, InMoment

Do check out our other two webinars of this three-part series:

Webinar 1: What role is Conversational Intelligence playing in your CX Strategy?
Webinar 2: Webinar: AI Journey Insights – See the Whole Customer Journey Come to Life!

Are You Ready to Revolutionise Your Customer Journey Understanding?

Join us for an exclusive webinar where we unveil AI Journey Insights—a groundbreaking solution to help CX leaders, marketers, and strategists understand every aspect of the customer journey, effortlessly and effectively.

What You Will Learn:

• From Moments to Journeys: Move beyond isolated touchpoints like “How was your call?” to understanding the entire customer experience—across all channels and moments of truth.
• How AI Works for You: Discover how generative AI and machine learning automatically identify and categorise multichannel feedback into clear, actionable journey touchpoints—no complex listening programs required.
• Visualise, Analyse, Act: Learn how AI Journey Insights transforms unstructured data into vivid visuals and actionable recommendations that inspire cross-functional teams to improve customer experiences.

Why CX Teams Love AI Journey Insights:

• From Moments to Journeys: Move beyond isolated touchpoints like “How was your call?” to understanding the entire customer experience—across all channels and moments of truth.
• How AI Works for You: Discover how generative AI and machine learning automatically identify and categorise multichannel feedback into clear, actionable journey touchpoints—no complex listening programs required.
• Visualise, Analyse, Act: Learn how AI Journey Insights transforms unstructured data into vivid visuals and actionable recommendations that inspire cross-functional teams to improve customer experiences.

Who Should Attend:

• CX leaders looking to make sense of multichannel feedback and streamline journey insights.
• Marketing and strategy teams aiming to understand customer journeys and gain a strategic edge.

Our Speakers

Charlie West, XI Advisor, InMoment

Tom Boylan, Solution Consultant, InMoment

Don’t miss out and check out the other two parts of this three part webinar series
Webinar 1: What Role is Conversational Intelligence Playing in Your CX Strategy?
Webinar 3: Optimising Contact Centre Performance with Conversational Intelligence

Unlock the Power of Customer Conversations to Drive Business Success

Customer interactions generate a wealth of data—but are you truly listening? 85% of enterprise data is unstructured, growing by 55% each year. Meanwhile, 60% of organizations are adopting analytics to make sense of this vast information. The need for Conversational Intelligence (CI) has never been greater. CI leverages AI, NLP, and advanced analytics to analyze and extract meaningful insights from customer interactions across all channels. By transforming unstructured data into actionable intelligence, CI empowers businesses to enhance customer experience, optimize decision-making, and drive sustainable growth.

Join us for an exclusive webinar where we break down how you can integrate CI into your CX strategy to drive smarter decisions, improve customer engagement, and unlock new growth opportunities. We’ll explore:

• Why Conversational Intelligence is the Future of CX – The forces driving adoption, from sprawling data silos to AI-powered analytics.
• How to Capture Actionable Insights – The key touchpoints and listening posts, feeding a strong integrated CX program.
• Data Integration for a Complete View – Bringing together multiple data sources to add context—because with the right tools, all customer data becomes conversational.
• AI-Powered Analytics – How AI and NLP unlock deeper customer understanding and personalized experiences.
• The Cross-Channel View – Bringing all customer interactions into one place for a holistic, data-driven strategy.

Who Should Attend?
This session is designed for contact center, marketing, and CX professionals looking to harness Conversational Intelligence to drive customer satisfaction, efficiency, and business growth.

Our Speakers

Jeremy Griffiths, VP CX Consulting, InMoment

Evelin Kremer, Director Solutions Consulting EMEA, InMoment

Resetting your vision and strategy and re-engaging the organisation can result in a renewed customer focus and growth.

Join Charlie West, XI Advisor at InMoment, for this engaging session and discover best practise to revitalise customer experience (CX) programmes that may have lost momentum or struggled to secure investment.

What You’ll Learn:

• Key Insights for Programme Maturity: Unlock what makes a CX programme thrive and evolve.
• Building Alignment Across Your Organisation: Learn how to craft a compelling vision, set crystal-clear objectives, and build a roadmap everyone can get behind.
• Elements of CX Success: Benchmark your programme against proven best practices to uncover opportunities for improvement.
• Proven Techniques for Sustained Buy-In: Explore actionable techniques to maintain organisational support and turn customer focus into measurable business results.

Unlock the Power of AI to Enhance Customer Satisfaction and Loyalty

Listen to our exclusive webinar where we’ll take you through the highlights of our recent XI Forum in London. Our experts Paul Barba, Ben Daubney, and Evelin Kremer move beyond the hype and show you how to harness AI’s true potential in transforming customer experience (CX). Whether you’re new to AI or already using it, this session will provide actionable insights to turn overwhelming data into meaningful business decisions.

Key Takeaways:

• Decoding AI: Separate the hype from the reality. Learn what truly matters for your CX programme.
• Real-world Use Cases: Discover practical AI applications that can transform how you map customer journeys and analyse feedback.
• Automating Insights: Learn how AI can automate the collection of signals and deliver actionable insights that improve loyalty and satisfaction.

Contact centres are at the heart of customer experience improvement. Yet, when data is scattered across multiple systems, identifying and implementing improvements becomes a daunting task, risking both customer and agent satisfaction. 

Listen to Jeremy Griffiths, XI Advisor at InMoment and Evelin Kremer, Director Solution Consulting at InMoment as they explore how advanced analytics and data integration can unlock deeper insights to enable significant improvements in contact centre experience:

1. Beyond Post-Call Surveys: Harness integrated signal capture, including call transcripts, chat logs, IVR data, agent notes, and survey responses, to gain a holistic view of customer interactions and a complete Voice of Customer (VoC) picture.
2. Emerging Issues & Proactive Resolutions: Discover how award-winning AI and NLP can surface and track emerging themes and quality assurance issues, enabling proactive resolutions across channels to enhance customer experiences and loyalty.
3. Predictive Impact: Combine advanced analysis tools with expert guidance to prioritise actions and predict the business impact of improvement initiatives.
4. Real Time Insights: Better inform your agent coaching to enable improved call resolution, agent engagement and reduced agent churn.

Listen to Stanford Swinton, Executive VP at Bain & Company and Founder at NPSx by Bain in Company as he shares strategies to secure brand loyalty amidst the evolving landscape of customer experience.

In this recording you will learn: 

1. The definition of the “third wave” of CX and its implications
2. The role of AI in personalising customer experiences
3. Strategies to adapt and thrive in the rapidly changing CX landscape

1. Create repeatable, smarter systems of action across the organisation that demonstrate tangible short- and long-term ROI.
2. Create and route cases and actions to the right people, at the right time to provide one-on-one support to solve the issue at its core.
3. Empower marketing teams to acquire new customers by using feedback from ratings and reviews.
4. Prompt frontline teams on how to respond to feedback whether that’s through instant closed-loop response generation or even automatically resolving the issue within the survey using natural language processing.
5. Automate issue resolution and solving problems in the moment to help you focus resources on issues that need individual attention.
6. Predict the impact of CX by analysing the way changes in individual key drivers could potentially impact your business.