CallMiner

08/28/2026

AI can make one part of the customer journey more efficient while creating a problem somewhere else.

A better call summary might save an agent time, but what does it mean for workforce planning? Self-service might reduce contact volume, but what happens to the complexity of interactions that still reach agents?

That’s why Phil Anderson, CEO of The Forum, says that getting AI right requires systems thinking and an understanding of how decisions ripple across the entire customer experience operation.

In a new Future Forward conversation, Phil joins CallMiner to explore how organizations can use to strengthen feedback loops, improve decision-making, and drive sustainable transformation rather than optimizing one metric in isolation.

Watch the full episode. 🎥 https://ow.ly/SZUq50ZGAsF

08/27/2026

As takes on a bigger role in customer service, access to human support remains critical.

Nearly 90% of customers say companies using generative AI for support should ensure a human agent is available. As CallMiner CMO Eric Williamson shared with Kristen Doerer at CX Dive, getting that balance right means knowing where automation works best and making the transition to a person seamless when it doesn’t.

Read the full piece to learn how organizations can balance AI-powered efficiency with the human support customers expect. 💡

While half of customers say their customer service interactions are easier when companies use generative AI, 9 in 10 want the option to speak to a human, Gartner finds.

08/17/2026

If AI is everywhere, why are 59% of customers saying experiences have gotten worse?

Despite 99% of organizations maintaining or increasing their investment in AI, many are still struggling to deliver the seamless, personalized experiences customers expect. The missing piece: unified conversation intelligence.

Without a complete view of customer interactions across every channel, AI lacks the context needed to uncover meaningful insights, drive proactive engagement, and power intelligent automation.

In our latest whitepaper with Customer Contact Week Digital, explore how leading organizations are building the intelligence foundation needed to transform customer conversations into better decisions, smarter automation, and measurable business outcomes.

Download the whitepaper. https://learning.callminer.com/us/col/lc/whitepaper-ccw-analytics-powers-intelligent-automation?utm_medium=organic&utm_source=facebook&utm_campaign=ccw-data-to-decisions-wp

08/07/2026

Many CX automation initiatives fail because organizations scale before they've validated the customer journey.

On Future Forward, Jeff Gallino, CEO and Founder of CallMiner, explains why successful automation starts with understanding customer behavior, not just acting on insights. Learn more about:

💡 Why validated customer journeys are the foundation of successful automation
💡 How repeat contacts, escalations, and channel switching uncover hidden friction
💡 Why containment and handle time don't tell the full story
💡 Which CX metrics drive long-term business transformation

Watch here.
https://ow.ly/Wmmn50ZxEgu

08/04/2026

AI is transforming customer service, but innovation without governance can introduce new risks.

Join our upcoming webinar with ACC Premiere and SOCAP International to explore how organizations can balance AI innovation with compliance, responsibility, and trust in the contact center.

Hear from industry experts:
🎤 Susan Duarte, Womble Bond Dickinson
🎤 Rakeb Araya, General Mills
🎤 Robert Weis, Wiley
🎤 Shannon Brown-Hess, CallMiner

Learn practical lessons and get real-world perspectives from legal, enterprise, and CX leaders on implementing AI responsibly and preparing for the future of customer service.

📅 August 12, 2026
🕓 4:00pm ET | 1:00pm PT

Secure your spot here. https://ow.ly/5R6h50ZwbN2

08/03/2026

CallMiner is heading to Dallas, Texas for Telarus Partner Summit 2026!

We're excited to join technology advisors, suppliers, and channel leaders for three days of networking, collaboration, and conversations about the future of technology and customer experience.

If you're attending, stop by booth #321 to connect with the CallMiner team and explore how organizations are using conversation intelligence to strengthen customer relationships, optimize operations, and accelerate AI initiatives.

📍 Dallas, TX
📅 August 11–13, 2026

Learn more. https://ow.ly/1Qjr50ZvNwF

07/31/2026

Customer expectations are rising. The challenge isn't deciding whether to automate, it's knowing where automation delivers the greatest impact.

In the latest episode of Future Forward, CallMiner’s Stacey Dye explores how leading organizations are using CX automation to reduce friction, improve customer journeys, and empower employees.

You'll discover:
👉 How CX automation supports better customer and employee experiences
👉 Why customer journey design is critical to successful automation
👉 How conversation intelligence uncovers friction points and moments that matter
👉 Real-world examples of proactive customer engagement in action

Watch the latest episode to learn why the most effective automation strategies are built around customer intent, trust, and measurable business outcomes.

Watch now. ▶️
https://ow.ly/SnqU50Zv1MB

07/30/2026

Everyone wants to scale AI. Few organisations have the foundations in place to do it confidently.

As AI adoption accelerates, success depends on more than the technology itself. Governance, compliance, trust, and human oversight are becoming critical to delivering AI that is both effective and responsible.

Our latest research, Scaling AI in European Customer Experience, explores what organisations need to move from AI ambition to AI impact, uncovering the trends, challenges, and opportunities shaping the future of AI in customer experience.

Read the full report to explore the latest insights and learn how leading organisations are building the foundations for long-term AI success.
📄 https://ow.ly/LFuX50ZuEAi

07/27/2026

Customer expectations are evolving faster than ever. The organizations leading in CX aren't just collecting feedback, they're operationalizing customer insights to drive continuous improvement across the business.

Join Devin Mason (CallMiner), Monica Arus (Sonos), and Bassem Halim (Cxperts) as they share how their organizations are turning customer conversations into measurable business impact.

You'll learn how to:
➡️ Identify opportunities for ongoing CX improvement
➡️ Turn customer conversations into actionable business insights
➡️ Drive innovation across customer service and operations
➡️ Build a customer-centric culture that scales

📅 Wednesday, July 29
🕐 8 a.m. PT | 11 a.m. ET | 4 p.m. BST

Reserve your spot. https://ow.ly/BV0u50ZtlY1

07/24/2026

Customer sentiment is more than a positive or negative score.

Understanding why customers feel the way they do and how those emotions evolve across every interaction is what drives better business decisions.

CallMiner’s VP of International Frank Sherlock joins the latest episode of Future Forward to explore how conversation intelligence helps organizations uncover deeper customer context, connect insights across channels, and turn sentiment into action.

Listen to learn how leading enterprises are using customer conversations to improve agent performance, reduce churn risk, and deliver better outcomes.

Tune in today.🎥
https://ow.ly/BFjl50ZskHa