Videos and Webinars | Customer Experience | Intouch Insight

IntouchCheck™

Inspection Software

Turn data into action to deliver consistency, optimize continuously and streamline operations with IntouchCheck™ - the world’s most advanced inspection software.

IntouchShop™

Mystery Shopping Services

Get the complete, unbiased picture of your brand performance at every location by measuring the service you provide against the standards you have set with Intouch's Mystery Shopping Services.

Intouch Insight's

CX Platform

Intouch's Saas CX Platform empowers you to take action on real-time insights to increase operational efficiency, maintain standardization and earn customers for life.

Inside the Annual Drive-Thru Report with QSR Magazine

In this webinar, we took a deep dive into the results of our annual Drive-Thru Report, conducted in partnership with QSR Magazine. We explored best practices, discussed the role of AI in shaping the future of drive-thru service, and highlighted what the top brands in the industry were being recognized for by their customers.

2025 Pizza DELCO Report Webinar with PMQ Pizza

Join us for an in-depth look at the PMQ Pizza DELCO Report, a comprehensive study conducted in partnership with PMQ Pizza. In this webinar, we’ll explore the research behind the report, which examines the strategies and best practices employed by mid-sized and large pizza chains. Gain valuable insights into how these brands are navigating the pizza industry, enhancing customer satisfaction, and optimizing their operations.

2024 FSTEC: Where Restaurants and Tech Connect

Join Intouch Insight's President and CEO, Cameron Watt, for an exclusive webinar on key findings from our 2024 Third-Party Delivery Report. He provided an in-depth analysis of how the three leading delivery services compare, offering valuable insights for restaurants and convenience stores to enhance operations and stay ahead in the competitive delivery landscape.

2024 Drive-Thru Study: Insights Delivered

In September 2024, Laura Livers, our Chief Revenue Officer, and Sarah Beckett, Senior Director of Marketing, took the stage at the QSR Evolution Conference to unveil the latest drive-thru performance trends to industry leaders. The response? Absolutely fantastic! And now, we’re bringing those game-changing insights straight to you. Now, we want to make sure you don’t miss out on those insights!

Designing the Perfect Drive-Thru

Watch the recording of our insightful webinar, in which experts from KFC, QSR, and Intouch Insight discuss how to design the perfect drive-thru experience. This session dives deep into today’s consumer preferences, the influence of technology, and the power of data in driving growth. Featuring Peter Hong, KFC’s Global Director of Operations, Engineering, and Innovation, this webinar offers an exclusive look at how KFC measures and improves global drive-thru performance.

2024 Outlook Leadership Conference

Do you really know what your consumers need? What drives them to choose one location over another? And how are you stacking up against the competition in QSR? Our annual Intouch Insight-CSP Operational Audit and Mystery Shop program dives into store performance and the big challenges the industry is facing. Intouch Insight President & CEO Cameron Watt reveals exclusive insights from leading chains, covering what customers expect from convenience stores, how age verification procedures are working in the field, and more!

How to Improve Guest Experiences with Data From the Field

Join Mellow Mushroom's Kevin Sugarman, Director of Operations Services, alongside Intouch Insights's President & CEO Cameron Watt as they share their experiences using Mystery Shopping data to improve everything from store operations to employee training to franchise performance.

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.