Date: 13 May 2026 | 12:00pm BST | 1:00pm ET
Location: Virtual
Most contact centers are sitting on their most valuable AI asset without realizing it: the conversations with their customers that are taking place every day.
In the age of AI, failing to tap into the insights flowing through these interactions is a major missed opportunity. The real breakthrough, however, isn’t just what you learn from your interactions. It’s what happens when that intelligence is automatically fed back into your your learning cycles.
This session provides a roadmap for contact center leaders to stop guessing at an AI strategy and start building one from the inside out.
Explore how leading organizations leverage conversational intelligence to analyze real interaction data and surface automation opportunities hiding in plain sight.
Learn how a built-in learning loop continuously improves both virtual and human agent performance with every conversation, turning your contact center into a system that gets smarter on its own, without extra manual effort.
In this webinar, you will learn:
- The ins and outs of conversational intelligence: what it is, what it isn’t, and what it is capable of
- How to design a unified CX strategy that reflects how customers actually behave
- The growing importance of closed-loop feedback systems
- Types of insights that are missed when traditional metrics alone are used to assess customer contact quality and efficiency
Author: Capacity
Reviewed by: Robyn Coppell
Published On: 1st May 2026
Read more about - Call and Contact Centre Events, Capacity
