Why CallMiner?
See how we help you translate customer insights into business value.
Learn More
Solutions
Automation is everywhere in customer experience. But are organizations actually using it to deliver better outcomes? Join our panelists as they unpack the findings from the newly released CX Landscape Report 2026.
The research reveals a widening intelligence gap in CX. While 99% of organizations now use automation in customer interactions, only 23% describe themselves as highly automated and consistently optimizing those experiences using customer insights.
In this practical discussion, our panelists will explore what separates organizations achieving stronger customer outcomes from those struggling to realize value from AI and automation. Together, they'll share perspectives on intelligence-led automation, the role of human expertise in an AI-powered world, and how CX leaders can transform customer data into meaningful business action.
Join us to learn:
Whether you're responsible for customer experience, contact center operations, digital transformation, AI strategy, or customer intelligence, this discussion will provide valuable insight into the trends, risks, and opportunities shaping the next generation of customer automation.
Chelsea leads Data, AI and Operational Excellence at Saga plc, translating data, AI, automation and technology capabilities into measurable improvements in customer experience, operational efficiency and business performance. She oversees a multidisciplinary team responsible for data strategy, AI innovation, automation, technology and operational support, working closely with senior stakeholders in a highly regulated financial services environment.
She has a particular passion for the responsible adoption of AI for Saga’s customer demographic, ensuring innovation is balanced with trust, accessibility, and ethical governance. Her focus is on harnessing emerging technologies to deliver exceptional customer experiences while maintaining the confidence and reassurance that Saga’s customers value.
As Vice President of Client AI Automation, Jon is focused on helping CallMiner’s clients develop practical AI automation strategies that deliver measurable ROI. He brings more than 20 years of contact center operations experience on the same side of the table as CallMiner’s customers, owning P&Ls, deploying technology that moves the needle, and building teams across domestic and international operations spanning eight countries.
At Mint Mobile, he stood up the care revenue operation from ground zero, deployed AI-powered voice, chat, and conversational analytics at scale, and transformed the care organization into a profit center before leading the operation through the $1.35B T-Mobile acquisition. At Viasat, he grew sales 42% in his first year and increased average revenue per subscriber by 127% before being selected to launch their European operations. Jon started his career on the phones in the BPO industry and worked his way up to AVP at Xerox, deploying the latest technology and pioneering pay-for-performance models that aligned customer, company, and employee incentives for brands including Nextel, Sprint, Cox, AT&T, and DIRECTV. The teams and operations Jon has built have generated well over $1B in recurring subscriber revenue while reducing costs and transforming customer experience at every stage of the journey.
