FREE WEBINARS
Webinars on customer experience and contact centers
Recordings of open CX Horizon community meetups. Contact center leaders, CX experts and service design practitioners share how they build service, drive change and work with AI. Take a short quiz and all recordings open for you for free.
Webinar recordings
- Service qualityRecording in Ukrainian58 min
Mystery shopping in IT support: how to audit internal service quality
Natalia Totska, Olha Oleksiuk
Natalia Totska and Olha Oleksiuk walk through a real mystery shopping project in the IT support of Modus X, where external mystery shoppers simply could not be used. The recording is useful for anyone who needs to audit specialised or internal services and turn the findings into concrete changes.
Learn more - Contact centerRecording in Ukrainian1 h 4 min
From strategy to results: how to implement change in a contact center
Oksana Arbuzova
Oksana Arbuzova explains why change strategies so often stop at the slide deck and walks through a VUSO insurance case where a new service model actually reached results. The recording is useful for contact center and service leaders who launch new processes and want their team on board.
Learn more - Contact centerRecording in Ukrainian1 h 6 min
The contact center as a strategic tool: balancing customer expectations and business goals
Daria Kerymova
Daria Kerymova explains how to turn a contact center from a place that closes tickets into a strategic tool that shapes LTV, churn and business risk. The recording is useful for support leaders and anyone who sets goals and KPIs for a contact center.
Learn more - TrendsRecording in Ukrainian1 h 46 min
Contact centers in 2026: trends, challenges and the role of AI
Iryna Velychko, Oksana Budz
Iryna Velychko and Oksana Budz walk through contact center trends for 2026, combining fresh insights from Customer Contact Week in the US with a review of about 20 industry reports and the Ukrainian context. The recording is useful for contact center and support managers planning technology, metrics and team development.
Learn more - Customer experienceRecording in Ukrainian1 h 19 min
Service as an emotional experience: how businesses build relationships with customers, not just sales
Maryna Bereziuk, Yuliia Demchyk
Business psychologist Maryna Bereziuk explains why service is always about relationships and what a systematic approach to customer care is made of. The recording is useful for customer service leaders and business owners who want to keep both their customers and their team during the war and a shortage of staff.
Learn more - Service designRecording in Ukrainian1 h 25 min
Service design for contact centers: building service around the customer
Oleh Koss, Yuliia Demchyk
Oleh Koss explains what service design is and uses cases from a railway, apartment sales and a bank to show how a contact center becomes part of a service model rather than a place to collect complaints. The recording is useful for heads of contact centers, support teams and sales departments who want to understand what customers actually want.
Learn more - AI in supportRecording in English1 h 7 min
How to build a knowledge base your AI support agent can actually use
Yuliia Demchyk, Oksana Budz
Yuliia Demchyk and Oksana Budz explain why an AI agent is only as good as the knowledge base behind it and walk through the rules for building one from scratch or fixing an existing one. The recording is useful for support teams and contact centers preparing to launch an AI agent that gives accurate answers.
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Why it is free
CX Horizon is a non-profit NGO registered in Ukraine (EDRPOU 46136396). We do not sell software and do not charge for education: webinar recordings, templates and mentoring sessions are available to anyone who works with customers.