CallMiner

Every leader is hearing the same promises around and , including higher containment rates, lower costs, and faster service.

But many automation initiatives stall after the first wave of success because teams are optimizing workflows without understanding the customer conversations behind them.

CallMiner’s Jon Lamont, VP of Client AI Automation, explores how conversation intelligence helps organizations identify the right opportunities for automation, understand where handoffs create friction, and measure the impact on customer outcomes.

The real value of automation comes when customer insights turn it from a productivity tool into a long-term business advantage.

Read more on the CallMiner blog.
https://ow.ly/BgkQ50Z9qGf

and continue to dominate conversations across customer experience, but where should organizations actually begin?

Adrian Swinscoe, author and CX strategy expert, joins our latest episode of Future Forward to discuss why starting with deep customer understanding leads to smarter automation decisions.

From uncovering challenges through AI-driven insights to ensuring automation initiatives support broader commercial objectives, Adrian shares a practical perspective on how leaders can approach transformation with greater clarity and impact.

Tune into the full episode here. ▶️
https://ow.ly/ZmIW50Z80En

What does really mean, and why is it so much more than chatbots?

In the latest episode of our video series, Future Forward, we sit down with Kyle Carter, founder of Zenylitics, for his perspective on how conversational AI is transforming customer interactions, enabling deeper insights and reshaping the future of and contact centers.

Watch the full episode here.🎞️ https://ow.ly/Ikf950Z5aGO