Date: 05 March 2026, 11:30am
Location: Virtual
Automation can improve efficiency and customer experience – but only if you start in the right place.
In this 45-minute session, we’ll show you how to take a practical, evidence-led approach to automation. You’ll leave with a clear framework you can apply immediately.
What this webinar covers:
The experience customers actually want
Insights from our Voice of the UK Consumer research – including channel preferences, human vs AI expectations, and where automation adds value (and where it doesn’t).
What modern customer journeys really look like
How today’s buying journeys span multiple channels, touchpoints and escalation paths – and where friction typically appears.
How to uncover repetitive, automatable queries
A simple, repeatable method to identify high-volume, low-variance interactions that are ideal for automation.
Demo: Using Conversation Analytics to surface patterns
See how call data can reveal your top reasons for contact and highlight automation opportunities.
Turning insight into action with workflow mapping
How to move from “top queries” to structured workflows with clear escalation paths.
Demo: AI Chatbot in action
See how repetitive queries can be handled efficiently – while maintaining easy access to human support.
Measuring success
The key metrics that matter: containment, repeat contact reduction, handle time, customer effort and agent capacity.
Who should attend
- Heads of Contact Centre
- Operations Directors
- CX & Digital Transformation leaders
- Anyone responsible for improving efficiency and customer experience
Author: MaxContact
Reviewed by: Robyn Coppell
Published On: 16th Feb 2026
Read more about - Call and Contact Centre Events, MaxContact
