Martin Meyer-Gossner

VP, Industry Executive Advisor Medallia

Summit Day One - Tuesday, 6th October 2026 [CET]

11:20 Presentation: From Listening to Action: Building an Intelligent Closed-Loop Customer Experience

Customer experience leaders are moving beyond traditional measurement approaches to create more proactive, intelligent improvement strategies. This session explores how organisations can combine omnichannel VoC insights, AI-powered analytics, operational metrics and closed-loop workflows to identify issues, improve service delivery and create measurable business value. Discover how leading organisations are transforming customer feedback into action across the enterprise.

Learning Objectives

Learn how to combine traditional surveys with contact centre operational metrics (FCR, AHT, transfers) and unstructured text/speech data for a holistic view of the customer
Understand how to leverage Generative AI and Agentic AI for automated issue detection and immediate closed-loop action at scale
Discover actionable techniques to use real-time feedback and AI-driven analytics to coach agents and optimise contact centre performance

Key Takeaways

A framework to convert feedback reports into automated operational workflows that drive immediate business outcomes
Correlate operational KPIs with real-time customer sentiment to identify cost drivers and service bottlenecks
Understand the specific AI capabilities needed over the next three years to maintain a resilient, customer-centric organisation

Check out the incredible speaker line-up to see who will be joining Martin.

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