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AI-Driven Modeling to Improve the Agent and Customer Experience

Wednesday Mar 25, 12:00 PM – 1:00 PM EDT — LISTEN TO RECORDING



Voice and text analytics have been around for years, but many organizations are finding that traditional analytics programs may not be enough to drive CX and CSAT, and ultimately to remain relevant and sustainable in today’s rapid paced marketplaces. Join us for a discussion on how AI-driven data modeling is the way to achieve greater success.

During this session we will discuss how to bring your analytics program to the next level by using AI-driven model to:

  • Seamlessly integrate AI and machine learning to improve customer experience
  • Drive immediate improvement to CSAT
  • Operationalize analytic insights in the contact center
  • Transform customer experience with hyper-personalization

Presenters:

Larry Skowronek, VP, Product Management and Marketing, NICE Nexidia

NICE Nexidia.LarryS Larry Skowronek, VP, Product Management and Marketing, NICE Nexidia

As Vice President of Product Management and Marketing at NICE Nexidia, Larry is responsible for the research and development of the overall market strategy, product strategy, and development roadmap for NICE Nexidia’s Customer Engagement Analytics solutions.  Larry brings more than two decades of experience working with contact center tools and management to NICE Nexidia.  With experience from workforce optimization and CTI to real-time reporting and monitoring to SaaS contact center, Larry developed a keen understanding of the best practices for managing the evolving contact center.  He has put specific focus on leveraging the contact center as a value-adding business function, which contributes directly to a company’s achievement of strategic and corporate objectives.

Michele Carlson, Senior Product Marketing Manager for NICE Nexidia

Michele Carlson Michele Carlson, Senior Product Marketing Manager for NICE Nexidia

As a Mattersight team member for the past 11 years, Michele has developed an expertise in contact centers, customer experience, and analytics technologies that provide businesses the opportunity to understand data and customer interactions. In her role as Senior Product Marketing Manager, Michele focuses on demonstrating the value of Predictive Behavioral Routing as a key solution for businesses who want to improve their metrics while connecting with their customers. Her experiences span from consultative change management, coaching skill development, product quality, and classroom facilitation – in contact centers she has seen first-hand the power of personality and how data makes connections smarter.