Most organizations spend weeks manually analyzing customer feedback, contact center data, and support tickets—only to deliver insights that don’t actually drive change.
In this webinar, James Cuthbertson, Chief Revenue Officer at Relative Insight, reveals how to move from reactive reporting to strategic action. Learn the framework that’s helping companies reduce call lengths, eliminate unnecessary transfers, and cut chatbot failures—delivering measurable improvements to CSAT, churn, and the bottom line.
Duration: 12 mins | Available Now | Ideal for: CX, insights and operations leaders
What you’ll learn
- Pinpoint Root Cause, Not Just What Happened: Understand why contact center spikes occur, why call lengths are trending up, and where training gaps actually exist—not just when problems show up
- Leverage Agent Language for Immediate Training Impact: Discover the specific linguistic patterns that correlate with longer calls, excess transfers, and customer frustration. See how “say this, don’t say that” insights drive measurable KPI improvements in weeks
- Turn Unstructured Data Into Actionable Signals: 80% of voice of customer data is unstructured language that most teams ignore. Learn how to unlock intelligence from notes, transcripts, tags, and customer messages at scale
- Fix Your Chatbots and Self-Service Channels Before They Become Cost Centers: Analyze customer responses across chat, SMS, and IVR to identify recurring failures before they escalate to expensive human handoffs
- Move the Needle on Real Business Metrics: See the framework for connecting CX insights to operating costs—whether it’s reducing transfers, cutting call lengths, or preventing churn
Use case
An NFL franchise was losing money and fan satisfaction on a simple parking issue.
By analyzing the language customers used to describe their problem, they uncovered that people couldn’t find their parking barcode in the app—and the chatbot didn’t recognize the language they were using to ask for help.
Within two games of improving the bot, the problem was solved. No more escalations. No more missed kickoffs. No more upset fans.
That’s the kind of tactical, timely, specific analysis that actually moves the needle.
Why This Matters Right Now
Contact center costs are rising. Customer expectations are higher. And most CX teams are drowning in data they can’t act on fast enough.
Traditional reporting—whether manual or AI-powered—is:
- Hard to audit: LLM-generated analysis can be inconsistent and difficult to verify
- Disconnected from action: Reports get delivered, but don’t translate to concrete training, system changes, or automation improvements
- Time-consuming: Weeks to get insights, when you need answers in days
What’s missing isn’t more data. It’s a deterministic, auditable way to move from understanding what’s happening to acting on it—and proving the impact.
Who should watch this webinar?
This is for anyone who has ever presented an AI-generated insight — and felt a flicker of doubt about whether they could stand behind it:
- Heads and VPs of CX or Customer Insights who need their analysis to hold up under scrutiny from operations, finance, or the executive team
- Insights and analytics managers whose teams are using GenAI tools to process customer or market data and sharing those outputs with senior stakeholders
- VoC program leads responsible for consistent, repeatable signals that track performance across time
- Research leaders who’ve been asked to embed AI into their workflows — and are now asking the right question: which outputs can we actually trust?
If you’ve ever been challenged on how you reached a finding — or worried you might be — this webinar is for you.
