CallMiner

10/14/2026

CX Stat of the Week: 99% of organizations believe AI is improving human agents' ability to do their jobs. 📈

How? By helping agents resolve customer issues faster (48%), providing real-time guidance (48%), and making it easier to handle complex interactions (46%).

AI isn't just about automation. It's also about empowering employees to deliver better CX.

Explore more findings in CallMiner's latest report.🔍
https://ow.ly/6cYS50ZXMYH

10/09/2026

As AI takes on more routine customer interactions, what does that mean for human agents?

With agents increasingly handling complex, emotional, and high-stakes conversations, traditional performance metrics may no longer tell the full story.

In the latest episode of CallMiner’s Future Forward series, Rachael Trickey of Decoded Thinking explores how AI is reshaping the role of human agents and why organizations need to rethink how they measure success, develop skills, and support their teams.

The future of CX is all about empowering agents to deliver better customer outcomes.

Watch the full episode here. 🎥
https://ow.ly/6nW150ZWotp

09/30/2026

📊 CX Stat of the Week: 68% of organizations say they don’t utilize their CX data to their best advantage.

Organizations are collecting CX data across the customer journey and becoming more sophisticated in how they analyze it. But many still struggle to translate those insights into action.

As automation becomes more embedded in , the opportunity is to connect insights across journeys and use customer intelligence to guide decisions and continuously improve experiences.

Explore more in our 2026 CX Landscape Report.
https://ow.ly/VCTz50ZTb9f

09/29/2026

Late-night customer chats used to require around-the-clock support. Not anymore.

With CallMiner, Orange Slovensko, Slovakia’s largest telecom operator, has been able to automate late-night interactions, giving customers access to support when they need it.

For Lukáš Pavlík, the results are matched by the strength of the partnership: “CallMiner is the best supplier on the Slovak and Czech markets.”

Hear how Orange Slovensko is using intelligent automation to improve and reshape customer support.

09/23/2026

Did you miss the launch of our 2026 CX Landscape Report last week? We’re breaking down some of the findings that caught our attention in our CX Stat of the Week series.⚡

99% of organizations use automation in customer interactions today, but less than one in four (23%) say they’re highly automated and consistently optimizing those experiences using CX insights.

Automation may be nearly universal, but intelligence-led automation isn’t.

The opportunity for CX leaders is to go beyond implementation and create a continuous cycle where customer intelligence helps determine what to automate, measure how it’s performing, and continuously improve experiences.

Explore more findings in CallMiner’s 2026 CX Landscape Report. 👇
https://ow.ly/q0bp50ZQAea

09/16/2026

Prague delivered another great stop on the ! 🏰

Customers, partners, and industry leaders came together for real-world conversations around , , and automation — sharing what’s working today, challenges they’re navigating, and lessons learned along the way.

We heard firsthand from Alza, N-Allo, O2 Slovakia, Slovenská Sporiteľňa about their approaches to CX automation, while Legitas brought a broader industry perspective around AI and its evolving role in CX.

Thank you to everyone who joined us and to our sponsors NTT and Microsoft for helping make the event possible!

📍There’s one stop left on the : Dallas, Texas, October 20–21. Register today to join us! https://ow.ly/N9t950ZOo7h 🤠

09/15/2026

The 2026 CallMiner CX Landscape Report is here! 📣

The big takeaway: Automation is nearly universal, but most organizations still have work to do to turn customer intelligence into better automated experiences.

Our latest research found:
✅ 99% of organizations use automation in customer interactions, but just 23% say they’re highly automated and consistently optimizing using CX insights
✅ 68% say they don’t utilize their CX data to their best advantage
✅ Just 24% describe their automated customer experiences as “very positive”

As and automation become more embedded in , the organizations delivering the strongest experiences are using customer intelligence to continuously improve automation while understanding where human expertise adds the most value.

Download the 2026 CX Landscape Report to explore the findings. 👇
ow.ly/4xcb50ZNzmH

09/04/2026

Resolving a customer’s issue is important. Understanding why they needed help in the first place can create even greater impact.

Every customer interaction can reveal friction elsewhere in the business, from a confusing process to a recurring product issue. By analyzing these conversations at scale, organizations can identify patterns and address the root causes driving customer demand.

In a new Future Forward episode, Valerie Higgins, Associate Product Marketing Manager at CallMiner, explores how AI-powered real-time resolution and conversation intelligence can work together to improve experiences today while helping prevent friction tomorrow.

She also shares how these insights can extend beyond the contact center to help product, operations, marketing, and leadership teams drive continuous improvement.

Watch the full episode. ▶️ https://ow.ly/tesW50ZJsIu

08/28/2026

AI can make one part of the customer journey more efficient while creating a problem somewhere else.

A better call summary might save an agent time, but what does it mean for workforce planning? Self-service might reduce contact volume, but what happens to the complexity of interactions that still reach agents?

That’s why Phil Anderson, CEO of The Forum, says that getting AI right requires systems thinking and an understanding of how decisions ripple across the entire customer experience operation.

In a new Future Forward conversation, Phil joins CallMiner to explore how organizations can use to strengthen feedback loops, improve decision-making, and drive sustainable transformation rather than optimizing one metric in isolation.

Watch the full episode. 🎥 https://ow.ly/SZUq50ZGAsF

08/27/2026

As takes on a bigger role in customer service, access to human support remains critical.

Nearly 90% of customers say companies using generative AI for support should ensure a human agent is available. As CallMiner CMO Eric Williamson shared with Kristen Doerer at CX Dive, getting that balance right means knowing where automation works best and making the transition to a person seamless when it doesn’t.

Read the full piece to learn how organizations can balance AI-powered efficiency with the human support customers expect. 💡

While half of customers say their customer service interactions are easier when companies use generative AI, 9 in 10 want the option to speak to a human, Gartner finds.