This webinar took place on Tuesday 28th July 2026 | 60 Minutes
This webinar is hosted in conjunction with:
What neuroscience, AI and leadership can teach us about building sustainable performance.
Complaints remain stubbornly high. First Contact Resolution continues to challenge many organisations. Conversations are becoming more complex, while expectations around AI, governance and customer outcomes continue to rise.
So where should leaders focus?
Join Professor Patricia Riddell, Martin Teasdale, Garry Gormley, Jimmy Hosang and Ben Scales as they explore what neuroscience tells us about human performance, where AI creates the greatest value, and how leadership brings both together to deliver better customer outcomes and stronger operational performance.
During the session, we’ll discuss:
- Why improving First Contact Resolution, reducing complaints and improving quality requires more than process improvement alone.
- What neuroscience tells us about confidence, competence and judgement in increasingly complex customer conversations.
- Where AI strengthens human capability, and where people remain essential.
- How leading organisations are balancing customer outcomes, operational performance and responsible AI.
- What leaders can do to build high-performing teams that deliver sustainable improvements in both customer and business outcomes.