A customer-obsessed business process optimization maverick, Mary LaFosse challenges organizations to reimagine their operations through the lens of advanced analytics and AI-powered insights. Her specialty? Helping  companies  uncover  the  hidden  stories  in  their  customer conversations  and  transforming  those  insights  into  measurable business outcomes. With  27  years  of transforming  contact  center  operations,  she's  the  secret  weapon Fortune 100 companies turn to when they need to turn conversation intelligence into business gold.