TAG's CX Society Presents: "The Intelligence Layer: Accelerating the New Era of Customer Analytics"

Description

This event explores the next generation of CX analytics, where data moves beyond reporting to become a real-time engine for decision-making across the enterprise.

Industry leaders will discuss how organizations are:

• Why the “signal problem” persists even in data-rich environments
• How to capture and structure customer signals across channels, including unstructured back-office data
• How AI, transcription, and behavioral analytics are turning fragmented customer data into unified insight
• Using AI and advanced analytics to detect customer needs earlier
• Connecting CX signals to measurable outcomes like retention, revenue, and operational efficiency
• Moving from dashboards to predictive and prescriptive CX intelligence
• What it takes to operationalize CX analytics across teams, workflows, and decision-making

Through practitioner perspectives and real-world examples, this discussion will examine how CX analytics is evolving from a measurement discipline into a strategic operating capability—spanning data capture, structuring, interpretation, and execution.

For CX leaders, product teams, data strategists, and digital transformation executives, the conversation will highlight Not just how to measure experience—but how to design systems that can understand it and act on it to encourage better decisions and better performance at scale.

	Swami Ganapathy Managing Partner, SPAR Solutions Moderator
	Chad Anderson Head of Customer Care and Roadside Operations, Mercedes-Benz USA
	Cindy Knight Customer Success & CX Strategy Advisor | Investor
	Candace Roberts Vice President of Data Strategy & Insights, Vanco
	Melissa Sousa Corporate Director of Data & AI Strategy, Emory Healthcare

Please note that if you belong to a member organization but have not yet connected to your company’s membership, you will need to complete the membership activation form before the member rate is available to you.