Martin Meyer-Gossner

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