Automation can improve efficiency and customer experience - but only if you start in the right place.

In this 45-minute session, we’ll show you how to take a practical, evidence-led approach to automation. You’ll leave with a clear framework you can apply immediately.

What this webinar covers:

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1. The experience customers actually want

Insights from our Voice of the UK Consumer research - including channel preferences, human vs AI expectations, and where automation adds value (and where it doesn’t)

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2. What modern customer journeys really look like

How today’s buying journeys span multiple channels, touchpoints and escalation paths - and where friction typically appears.

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3. How to uncover repetitive, automatable queries

A simple, repeatable method to identify high-volume, low-variance interactions that are ideal for automation.

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4. Demo: Using Conversation Analytics to surface patterns

See how call data can reveal your top reasons for contact and highlight automation opportunities.

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5. Turning insight into action with workflow mapping

How to move from “top queries” to structured workflows with clear escalation paths.

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6. Demo: AI Chatbot in action

See how repetitive queries can be handled efficiently - while maintaining easy access to human support.

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7. Measuring success

The key metrics that matter: containment, repeat contact reduction, handle time, customer effort and agent capacity.

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Who should watch

Heads of Contact Centre

Operations Directors

CX & Digital Transformation leaders

Anyone responsible for improving efficiency and customer experience

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