CallMiner: Better CX Starts with Smarter Automation, Podcast

“It starts with knowing what to automate.”

In this Technology Reseller News podcast recorded at Alianza Navigate 2026, Scott Kendrick of CallMiner discusses new research showing a significant gap between the adoption of customer experience automation and the quality of the experiences it delivers.

CallMiner’s upcoming CX Landscape Report found that 99 percent of CX organizations use automation, but only 24 percent say it delivers very positive customer experiences.

CallMiner is an AI platform for customer conversations. The company analyzes calls, chats, surveys, reviews and other interactions to help organizations understand what customers are saying and determine what the business should do next.

Kendrick says the problem is not simply whether companies are automating, but whether they are automating the right interactions.

One CallMiner customer assumed billing calls were a good target for automation. Analysis showed that many customers were actually calling for help setting up AutoPay. Automating that process could prevent future calls altogether.

“That’s where smarter automation comes in,” Kendrick says. “You need to know what to automate, how to automate it and when a human should be involved.”

CallMiner is also one of the founding experience providers working with Alianza Crux.

Kendrick says the relationship can help CallMiner bring conversation intelligence and automation tools to smaller contact centers by simplifying access to voice traffic and integration.

For MSPs and service providers, that creates an opportunity to help customers extract more value from conversations rather than simply transport calls.

CallMiner can also generate real-time notifications and automated customer outreach based on what occurs during an interaction, helping companies close the gap between identifying an issue and acting on it.

The new CallMiner CX Landscape Report will be available September 15.