CallMiner
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The global leader in AI-powered conversation intelligence and customer experience (CX) automation.
CallMiner is the leading cloud-based conversational analytics solution for improving agent performance across all contact channels (voice, social, email, chat), by automating Performance Management. Unlike complex analytics that require a sophisticated fulltime analyst, CallMiner Eureka pushes actionable insights directly to the people who need and can act on the data, from the VP who manages contact centers and/or BPOs, the Supervisor who manages a team of agents, and to Agents themselves. CallMiner has solutions tailored for improving sales effectiveness, driving positive customer experience, and for monitoring compliance.
📊 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
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.
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 🤠
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. 💡
Customers still want access to a human in customer service 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.
08/17/2026
If AI is everywhere, why are 59% of customers saying experiences have gotten worse?
Despite 99% of organizations maintaining or increasing their investment in AI, many are still struggling to deliver the seamless, personalized experiences customers expect. The missing piece: unified conversation intelligence.
Without a complete view of customer interactions across every channel, AI lacks the context needed to uncover meaningful insights, drive proactive engagement, and power intelligent automation.
In our latest whitepaper with Customer Contact Week Digital, explore how leading organizations are building the intelligence foundation needed to transform customer conversations into better decisions, smarter automation, and measurable business outcomes.
Download the whitepaper. https://learning.callminer.com/us/col/lc/whitepaper-ccw-analytics-powers-intelligent-automation?utm_medium=organic&utm_source=facebook&utm_campaign=ccw-data-to-decisions-wp
08/07/2026
Many CX automation initiatives fail because organizations scale before they've validated the customer journey.
On Future Forward, Jeff Gallino, CEO and Founder of CallMiner, explains why successful automation starts with understanding customer behavior, not just acting on insights. Learn more about:
💡 Why validated customer journeys are the foundation of successful automation
💡 How repeat contacts, escalations, and channel switching uncover hidden friction
💡 Why containment and handle time don't tell the full story
💡 Which CX metrics drive long-term business transformation
Watch here.
https://ow.ly/Wmmn50ZxEgu
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