Ben Thompson

Data alone doesn’t solve problems — it’s how you use it that makes the difference. This panel brings together leaders who are moving beyond dashboards to make smarter, faster decisions in the contact centre. They’ll explore how predictive analytics can transform demand planning, helping teams stay ahead of spikes and service pressures. The conversation will also highlight how CX data can shape service policy and improve citizen outcomes. And because timing is everything, the panel will debate when to lean on real-time insights versus the deeper lessons found in historic data.  Data alone doesn’t solve problems — it’s how you use it that makes the difference. This panel brings together leaders who are moving beyond dashboards to make smarter, faster decisions in the contact centre. They’ll explore how predictive analytics can transform demand planning, helping teams stay ahead of spikes and service pressures. The conversation will also highlight how CX data can shape service policy and improve citizen outcomes. And because timing is everything, the panel will debate when to lean on real-time insights versus the deeper lessons found in historic data.