Customer Experience Leaders Face Dark Data Issues Ahead of CRS Scottsdale Conference

A CallMiner annual CX Landscape Report shows that 62% of customer experience and contact‑center leaders admit they are not fully leveraging their interaction data, with 42% still relying on manual analysis methods. The report highlights the prevalence of "dark data"—unexamined calls, chats and emails—that hampers coaching, automation and real‑time guidance, while 98% of organizations struggle to align CX data across departments.

Meanwhile, the upcoming CRS conference in Scottsdale, scheduled for September 30–October 2, 2026, is designed as an intimate gathering for senior CX executives. Organizers emphasize peer‑to‑peer learning, with small‑group sessions and dinner‑table discussions intended to surface practical solutions. Ebrahim Hyder, Vice President of Customer Service at Michael Kors, praised the event as a rare setting where CX leaders can share both successes and failures.

Both pieces underscore a broader industry push to activate existing interaction data and foster collaborative knowledge sharing among CX professionals.