Renae Patterson

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.  

Government contact centres serve a diverse population, but meeting the needs of all citizens requires more than standard processes. This panel explores how agencies can design services that are accessible, equitable, and responsive to everyone, including vulnerable and underserved communities.