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Webinars & Events
2023 Outlook Leadership Conference
Do your customers love you? Are they loyal? And what are you doing to deliver and differentiate your customer experience? Our annual Intouch Insight-CSP Operational Audit and Mystery Shop evaluates a cross section of store execution and looks at some of the challenges the industry is facing. Offering exclusive analysis of 10 leading chains, Intouch Insight President & CEO Cameron Watt shares what customers want from convenience stores, how convenience stores are meeting their demands, and how new channels are impacting everyone.
How to Maximize Digital Ordering's ROI
Discover insights on enhancing guest satisfaction through improved pickup experiences in our exclusive webinar. Join Sarah Beckett, Director of Marketing at Intouch Insight, and Ben Coley, Editor at QSR Magazine, as they delve into key findings from the 2023 Emerging Experience Study.
QSR® Drive-Thru Report: Reviewing the 2022 Results
How technology and innovation inspired by COVID-19 have turned quick service’s biggest category, Drive-Thru into something hardly recognizable, and how that's impacting today's restaurant operators.
Mobile Ordering Effect on Full-Service Restaurants
Interview with FSR Magazine on how the landscape has changed for restaurants thanks to the insurgence of mobile ordering, as well as what changes full service restaurants can make to bring big returns and meet the needs of today's customer.
Fall 2022 Mobile Ordering Trends
Interview with QSR Magazine. President & CEO of Intouch Insight, Cameron Watt shares important trend data on mobile ordering from 500 mystery shops and over 1500 survey responses on the competition for prepared food.
What Customers Want and How to Meet Demand
At the 2022 Outlook Leadership Conference, Cameron Watt, President & CEO of Intouch Insight shares data on convenience store chains, their execution, challenges and opportunities.
Serving up the Data: Restaurant Trends to Watch in 2022
This is a must watch webinar for QSR and Fast Casual operators. Leave with a new perspective on the drivers behind brand loyalty. Presented by Nation's Restaurant News.
Crafting the Best Mystery Shopping Program
Intouch Insight's President & CEO, Cameron Watt, and Chief Experience Officer, Lisa van Kesteren, answered your questions about mystery shopping.
Consumer Behaviour & the Covid Adjustments
At the 2021 Outlook Leadership Conference, Cameron Watt, President & CEO of Intouch Insight shares data and observations from a recent consumer habits study as well as the evaluation of a number of convenience stores chains.
Optimizing Customer Experiences to Capture Outliers
Intouch's own Erin Fenn was invited to join Terrence Wade on iAdvize's weekly livestream, ConversationsCX to celebrate #CXDay2020 and chat about driving better customer experiences.
Providing Customer Experience in a COVID World
At the 2020 Outlook Leadership Conference, Cameron Watt, President & CEO of Intouch Insight shares insights and benchmark data into shifting customer sentiment and expectations for convenience stores.
Cultivating Trust in Times of Change (Interview)
Interview with Jeanne Bliss, the Founder of CustomerBliss, and Intouch Insight's EVP, Erin Fenn, as they discuss the nitty-gritty of what it takes to earn customer trust in today's reality, as brands reinvent how they do business and interact with their customers.
Do Something Great with Customer Feedback
Heart of the Customer's Jim Tincher joins our very own EVP Erin Fenn, as they discuss how to solicit customer feedback to drive organizational change.
People, process, technology: 3 Pillars of CX Success
In the pursuit to deliver top quality customer experience it is crucial to align the three pillars of people, process and technology.
Keynote: Outlook Leadership Conference 2019
Cameron Watt, President & CEO, Intouch Insight reveals the results of the annual Intouch and CSP mystery shop study.
Webinar: Engage, Empower, Execute: How to Maximize the Employee's Role in the Customer Experience
Watch this on-demand webinar with Adam Toporek to learn actionable strategies for using employee engagement to generate better customer experiences.
Webinar: The Path to Journey Management
Watch this on-demand webinar to learn about the emerging role of Journey Managers, and how to develop a journey mindset, from Kerry Bodine and Intouch Insight.
Webinar: Moments that Matter: Creating Actionable Customer Journey Maps
Watch this on-demand webinar to learn how to create actionable customer journey maps. With special guest and journey mapping expert, Jim Tincher.
Webinar: How to Optimize CX Through the Voice of the Customer
Intouch and special guest, Faith Adams with Forrester Research, discuss how to drive better business outcomes through your VoC program.
Webinar: How Retailers Can Drive CX Excellence With Store-Level Execution
In this webinar, special guest Jere Matthews, VP of Operations at Rutter's convenience stores shares how store-level execution impacts customer experience.
Webinar: How to Design Customer Experience Moments that "Make Mom Proud"
Jeanne Bliss shares examples from real companies that have designed customer experiences that "make mom proud". Watch the on-demand webinar now.
CX NYC: Why Employee Engagement Is the Most Important Link in Your CX Value Chain [Video]
Intouch CEO, Cameron Watt, discusses whether frontline teams have been left behind in the CX tech evolution, and how technology can be used to empower employees
Webinar: How to Select a Customer Experience (CX) Management Platform for Maximum Impact
Hear Jim Tincher, Mapper-In-Chief at Heart of the Customer, and Erik Germain, Solutions Consultant at Intouch Insight, discuss how to select the right technology to kick your CX program into high gear.