The tools are everywhere. The insights aren’t landing. Discover what’s really blocking your CX program — and what to do about it.
You’ve got AI tools. Your team is using Copilot, ChatGPT, or something similar. You’re collecting more customer data than ever.
So why are your CX insights still not driving real operational change?
In this webinar, James Cuthbertson, CRO at Relative Insight, breaks down why the AI tools most CX teams are relying on are actually creating new problems — and why those problems are quietly killing the confidence, credibility, and impact of your entire analytics program.
The core issue? When you can’t recreate your results, can’t show your working, and can’t get the same answer twice, you stop trusting your outputs. And when you stop trusting your outputs, you stop sharing them. And when you stop sharing them — nothing changes.
Duration: 12 mins | Available Now | Ideal for: CX, insights and operations leaders
What you’ll see in this Webinar
James walks through three real-world scenarios that will be immediately familiar to anyone running a CX or Voice of the Customer program:
1. The solo insights professional at a sports franchise
One person. Responsible for fan sentiment across every touchpoint, every matchday. Leadership wants reports. Operations wants reports. Marketing, concessions, parking, security — they all want different reports. Without a way to automate that output at speed and in a format people actually trust, those insights never reach the people with the power to act on them.
2. The small insurance insights team armed with Copilot
A capable team, using the tools they’ve been given. But every week, different signals. Different outputs from the same queries. No way to retrace how the answers were reached. The team leader can’t confidently take those outputs to leadership — because if anyone asks “how did you get to that?”, there’s no clean answer. The result? Decision paralysis. Great work that goes nowhere.
3. The large telco analytics team who can’t get their insights heard
The reporting is solid. The team is large and skilled. But getting insights to a contact center lead, an exec team, a marketing function, a loyalty team — all with different priorities and different tolerances for dashboards and decks — is a distribution problem that no amount of Tableau logins or all-hands meetings has managed to solve.
Why Gen AI can’t fix this
The problem with using a large language model as the engine of your CX analysis isn’t that it’s a bad tool. It’s that it’s the wrong tool for this job.
LLMs are non-deterministic. Ask the same question tomorrow and you’ll get a different answer. That’s not a flaw — it’s by design. But for CX leaders who need to track trends week on week, show consistent signals to stakeholders, and defend their methodology under scrutiny, non-determinism is a serious liability.
You can’t build a trustworthy, repeatable reporting program on outputs you can’t recreate. You can’t take a result to your board if you can’t show your working. And you can’t drive operational change if your signal looks different every time someone looks at it.
What Relative Insight offers instead is a deterministic, comparative approach to text analysis — one that produces the same result from the same data, every time, with a full audit trail and the ability to show exactly where every insight came from.
What you’ll learn
- Why your CX program still isn’t delivering — even with AI tools in the hands of your team, and what the real bottleneck is
- The three scenarios where Gen AI actively undermines CX analytics — and how each one plays out inside your organisation
- How automated, trustworthy reporting changes the dynamic with leadership, operations, and the people who need to act on your insights
- What “showing your working” actually means — and why it’s the single most important thing for building stakeholder confidence in your analytics function
- How to get the right insight to the right person at the right time — without your team spending every week rebuilding the same reports from scratch
Who should watch this webinar?
This webinar is built for the person in the middle — the one who bridges customer data and business action:
- Heads and VPs of CX or Customer Insights who know the data is there but can’t get the insights to stick with operational leaders
- VoC program leads responsible for converting customer feedback into action across multiple business functions
- CX analytics managers whose teams are using Gen AI tools but producing outputs that aren’t board-ready
- Market Research leaders who’ve been asked to do more with less — and are being handed Gen AI as the solution
If you’ve ever shared an insight, been asked “where did that come from?”, and felt uneasy about the answer — this webinar is for you.
