Enterprises are under pressure to improve service quality, reduce operational cost, and create predictable customer experiences, but legacy QA and fragmented analytics make this nearly impossible.

In this session, we’ll unpack what holds most contact centers back and ways to build an intelligence-led contact center that operationalizes data and turns insights into programmatic improvements. Discover how an intelligence-led operating model elevates performance by giving leaders 100% visibility into voice, digital, and social interactions — combined with automating quality evaluations; and targeted, data-driven coaching.

We’ll explore how Sprinklr AI helps brands identify contact drivers, detect process gaps, surface skill deficiencies, and trigger workflow improvements. You’ll see how conversation analytics, quality management, and post-interaction feedback work together as a single intelligence layer to improve agent performance, reduce escalations and repeat contacts, improve CSAT, and boost AHT, FCR, and containment.

Attendees will leave with a practical model for building a high-performing, intelligence-led contact center.

What you’ll learn:

• How to implement a closed-loop CX intelligence model: insight → coaching → automation → measurement.
• How AI-led coaching boosts agent/employee satisfaction (ESAT) and improves performance consistency across teams.
• How AI-powered insights reduce cost-to-serve through workflow fixes, automation opportunities, and journey optimization.
• How automated QA and multimodal scoring identify real issues and skill gaps across 100% of interactions.