We ask how AI (Artificial Intelligence) can be used for conversational analytics to support a transformation of the contact centre operation.

Customer behaviour is changing fast. It always did, but recent events have resulted in recognising the need to keep track of how customers are responding to the changing environment. AI (artificial intelligence) is a tool that can support that insight gathering to enable contact centre leaders to make more informed decisions.

During this one hour online session, we will be asking the experts:

  • Why accessing customer insight is so important right now?
  • How can AI be used to analyse conversations over voice and digital channels to improve the contact centre operation?
  • What evidence is there that AI works?
  • What is good practice in using conversational analytics to improve CX?

Our experts are Nick MacFarlane, Vice President of Customer Engagement & Retention at Sky Ticket, Jagrit Malhotra, Managing Director at Clarabridge, and Marco Cruz Galve, Vice President of Professional Services at Clarabridge.

Sky is an award-winning operation. In 2019 the business won Most Effective Customer Experience in Social Channels at the European Contact Centre and Customer Service Awards by using digital customer service and insights to improve the contact centre operation.

Clarabridge has been named a Leader in two Forrester WaveTM Reports in 2020: Customer Feedback Management Platforms and AI-Based Text Analytics Platform. Hundreds of contact centres around the globe are using their capabilities to transform their operations.

You are invited to join Leigh Hopwood, CEO, as she asks your questions. You’re welcome to submit questions beforehand, raise them through the Q&A functionality or simply sit back and listen.

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By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Where and when?

Date: Wed 19 Aug 2020

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Contact centre leaders looking to improve their operation using AI and conversational analytics

Why should you go?

Discover how AI can be used for conversational analytics to support a transformation of the contact centre operation

How much is it?

Free for CCMA members

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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