CCMA Sponsor Breakfast Briefing - Impetus - Every Interaction Counts: Finding Actionable Signals in a Sea of Unstructured Customer Data.
Date: 11/03/2026
Venue: Dublin Chamber of Commerce Office, 7 Clare Street, Dublin 2.
You're swimming in unstructured data, calls, chats, complaints, surveys, online reviews, community forums , but how much of it are you actually using?
Most contact centres sample a fraction of interactions and hope they're representative, or use QA tools and systems to coach for better performance. Your customers are telling you exactly what they think not just on the phone, but across social media, review sites and community channels. And regulators are asking harder questions about vulnerability detection, conduct risk and customer outcomes not across a sample, but across everything.
Join us for a practical session on how AI is changing what's possible, and how you can bring your call listening to a whole new level when it comes to understanding what's really happening across your customer interactions.
We will discuss:
- What are the early warning signs of churn buried in your everyday interactions?
- Where are the patterns in complaints, sentiment and friction that you're not seeing today?
- What are your customers saying about you in communities and channels you're not monitoring?
- How do you spot signals from vulnerable customers before they escalate?
- Are your teams consistently delivering the experience your brand promises?
- How do you move from sampling 2% of calls to understanding outcomes across 100%?
This is a focused conversation for CX, operations, risk and compliance leaders who know that policies on paper aren't the same as proof in practice.
Our speakers have joined forces through Impetus Advisory, to lead this focused discussion to help organisations turn customer interaction data into real, actionable intelligence.
- Annette Hickey, former PayPal operations leader
- Paul Hennessy, formerly of Microsoft and Indeed
- Richard Skinner, CEO of Phased AI.
This event will commence with registration and networking from 9 a.m., our discussion will begin at 9.30 a.m. and conclude at 11.30 a.m.
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