Solutions Spotlight: Using Insights to Deliver Better Experiences

How do you improve customer experience while reducing costs and supporting your people? In this Solution Spotlight, you’ll see how organisations use CallMiner to bring intelligence, automation and real‑time guidance together to help teams resolve issues faster, reduce effort and deliver more consistent, personalised experiences.

You’ll find out how unified insights highlight friction across customer conversations, how automation removes repetitive manual work, and how frontline colleagues are supported in the moment to work with confidence and empathy.

Drawing on real‑world examples from Estafeta and Alza (European e-commerce retailer), this session shows how intelligent automation can strengthen CX and EX at the same time, balancing efficiency with the human touch in a large multilingual contact centre.

The solution being demonstrated is CallMiner’s conversation intelligence and automation platform, combining AI‑driven analytics, real‑time advisor guidance, workflow automation and continuous feedback to drive better outcomes at scale.

About the Speaker

Kieran Holdcroft, Head of Operations, ManyPets

Kieran joined ManyPets, a leading UK based pet insurer, in 2024. He is passionate about creating a high performing environment that nurtures talent and allows people to grow and achieve their goals. Before joining ManyPets, Kieran built a diverse career across senior customer‑facing and operational roles within Operations, Banking, and Financial Services, working with organisations including Cushman & Wakefield and the Royal Bank of Scotland. His broad experience and commitment to continuous improvement underpin his focus on delivering exceptional customer and business outcomes.

Michelle Draper, Contact Centre Manager, Bright Horizons

Michelle is an experienced Contact Centre Manager with eight years at Bright Horizons, where she has led operational growth, cultural transformation, and sustained high performance. She heads a consistently top‑performing operation, excelling in KPIs, customer satisfaction, retention, and colleague engagement. She is especially proud of developing a strong leadership pipeline that has supported progression across the organisation. With senior leadership roles at Barclays and John Lewis, Michelle has contributed to major restructures and centralisation programmes. She brings a strategic focus to people development, operational excellence, and organisational growth.

Mel Lomax, Learning & Accreditation Manager, CCMA

Mel brings over 26 years of contact centre industry knowledge to support members in elevating their contact centre operations. Prior to joining the CCMA, Mel was Head of Learning & Development for Acorn Insurance, responsible for the L&D strategy across the group. Prior to this Mel was a Consultant, working with numerous contact centres across Financial Services, Telecommunications, Local Government, and Retail to deliver cultural and transformational change through the lens of Leadership and People Development.

Supported by

Where and when?

Date: Tue 9 Jun 2026

Time: 14:00 – 14:55

Location: Online

Who is it for?

This session is designed for those working in contact centre operations or IT functions responsible for identifying, sourcing, implementing or using technology in the contact centre.

As you would expect, we’re unable to accept registrations from those that work in organisations offering similar solutions. Open to all members and non-members.

Why should you go?

Delivering great CX without driving up costs is a constant challenge. In this Solution Spotlight with CallMiner, explore how AI-driven insights, automation and real-time guidance transform both CX and EX. Learn how to balance efficiency with empathy, using practical use cases and continuous feedback to drive better outcomes.

How much is it?

Free to attend.