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Video Library

Watch on-demand videos from past webinars, live events, and more.

Product Videos

Get to know IntouchCheck™, IntouchShop™, and the Intouch Insight CX Platform by watching the short videos below.


Inspection Software

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



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.


Webinars & Events


How to Improve Guest Experiences with Data From the Field

Join Mellow Mushroom's Kevin Sugarcane, 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. 


Inside the Annual 2023 Drive-thru Report

Discover insights into the future of drive-thru performance and the impact of innovations such as AI and dual-lanes in our exclusive webinar. Join Sarah Beckett, Director of Marketing at Intouch Insight, and Ben Coley, Editor at QSR Magazine, as they discuss the key findings from the 2023 Annual Drive-thru Study



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.


Want to learn more?

Download our Essential CEM Toolkit and learn how to navigate the Customer Experience landscape from Voice of Customer to mystery shopping and beyond!

Download CEM Toolkit