Conversation Analytics: The Untapped Data Driving Business Impact
Unlock the power of Conversation Analytics. Learn how AI transforms calls, chats, and emails into actionable insights that boost revenue, reduce churn, and uncover business risks.
Quality Assurance
Refine your quality assurance program with scorecard designs, calibration techniques, and automated workflows. Explore actionable insights to maintain high standards of customer service and continuous improvement.
Beyond CSAT: How Sentiment Unlocks the Customer Experience Beneath the Metrics
Join MaestroQA’s Alex Douglas and Evolution Coach Samara Zelniker—who has worked with leading brands like HBO, Meta, Apple, and Soho House— for a practical workshop on how CX, VoC, and Support leaders use sentiment to see what CSAT can’t. You’ll learn how conversation sentiment reveals emerging needs, hidden friction, and experience gaps—giving teams clearer, earlier insight into what truly drives satisfaction and loyalty.
Tuesday, January 27, 2026, 11:00 PT/ 2:00 ET
Agent Coaching & Development
Empower your customer support agents with coaching techniques, training programs, and performance management strategies that elevate their skills and morale. Learn how data-driven coaching can transform your team's performance.
AI & Technology in CX
Stay ahead of the curve by leveraging AI and emerging technologies to transform customer experience (CX). From chatbots to sentiment analysis, discover how automation and machine learning are shaping the future of customer support.
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