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CCW Masterclass: Your Contact Center Hears Everything. Are You Using It?

The contact center is one of the most powerful sources of Customer Experience insight, yet intelligence often remains scattered across teams, systems, and processes.The masterclass showed how modern CFM consolidates feedback across channels, establishes ownership, transforms conversations and sentiment into actions, applies AI and root-cause analysis, and connects Customer Experience directly to ROI and business value.

Masterclass

In this masterclass, Stefan Kolle (infinit.cx) and Felix Katz (Sprinklr) demonstrate how modern Customer Feedback Management (CFM) helps organizations consolidate customer feedback from multiple channels into a single source of truth, assign clear ownership, and manage follow-up actions transparently.

 

Together, they explore how conversations, sentiment, and emerging themes can be transformed into meaningful actions through root-cause analysis, AI-powered support, and reporting capabilities that finally connect Customer Experience with ROI and measurable business value.

 

Registration is free and easy via the CCW app or by email at Rainer.Wohlgemuth@managementcircle.de.

 

This masterclass is one of many activities hosted by infinit.cx at CCW 2026 in Berlin.