Driving Conversion Through Key Behaviours with CarMax – Webinar

Date: 26 June 2025, 7 p.m. BST | 2 p.m. ET

Location: Virtual

In today’s omnichannel world, organisations offer multiple different paths to purchase goods and services, from in-store, through the contact centre, to fully online.

However, some of these paths to purchase can present different challenges to conversion. How can companies take learnings from high converting channels and apply them to others to improve performance?

CarMax’s optional extended service plan, MaxCare, provides peace of mind to customers who purchase it.

These plans are often sold during interactions in CarMax’s physical retail stores, but there was an opportunity to improve sales from interactions with the contact centre.

In this live session, Will Rice (Senior Manager, Retail Operations) will share how CarMax was able to identify, measure, and drive the highest impact behaviours using CallMiner scorecards.

These efforts helped improve the impact CarMax contact centres have on in-store and overall company performance.

You’ll Learn How CarMax:

• Identified on-call behaviours at specific moments in a customer’s journey to drive improved conversions
• Used analysis, data warehousing, and post-mining metadata ingestion to measure these behaviours accurately
• Leveraged CallMiner to uncover the behaviours that were most likely to drive additional sales and build a category to track those behaviours
• Implemented scorecards and coaching routines to drive adoption and execution of desired behaviors

This session will not be available on-demand and can only be experienced live. Be sure to register now and save your spot to discover how CarMax maximised value through conversation intelligence!

Reviewed by: Robyn Coppell