The Virtual Summit

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AI-Driven Modeling to Improve the Agent and Customer Experience

Wednesday Mar 25, 12:00 PM – 1:00 PM EDT — Sign Up For Events

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


Abby Monaco, Senior Product Marketing Manager for NICE Nexidia

Nice-Nexidia.AbbyMonaco Abby Monaco, Senior Product Marketing Manager for NICE Nexidia

Abby brings over 17 years of experience in product management and marketing direction in software and technology. She plays a key role in establishing as the market leader NICE Nexidia’s vision and messaging for its Customer Engagement Analytics solutions. She is in charge of articulating and promoting the value and competitive advantages of the Nexidia Analytics and Customer Journey Solutions portfolio.

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.