Daniel has been leading Verint’s AI and Analytics offerings and strategy since 2002 and has been instrumental in implementing AI and CX automation solutions with many global 1000 organizations.

Daniel has helped hundreds of customer care and CX executives to operationalize market leading AI driven speech, text, and real time analytics solutions. These solutions combine direct, indirect, and inferred customer feedback and generate actionable insights that enhance EX and CX with quantifiable impact and ROI.

Daniel is a published author and frequent speaker at leading industry events, he is a patent holder and industry pioneer of speech analytics. He holds an MBA, Magna Cum Laude, in Marketing from Tel-Aviv University and BSc. Cum Laude, in Electrical Engineering from the Technion Institute of Technology.

Nicole’s passion is driving organizational transformation with a people-centric approach, focusing on leveraging process and technology to maximize the power of people. She started her career in the contact center before moving into the operations world at major financial services brands, State Street and Federated Investors.

She recognized the opportunity with tech to harness the power of people involved in service delivery outside the traditional contact center, she transitioned her career into the Workforce Engagement space, pioneering and leading to this day Workforce Management capabilities designed to meet the needs of operations teams.

As part of Verint’s intrapreneurial team, she was agile across many roles and able to leverage her depth and breadth of experience to develop approaches that allowed organizations to achieve their goals of managing costs without sacrificing employee and customer experience. Nicole believes that all the functional areas executing work for customers are valuable and contribute to customer experience. Her move into marketing has allowed her to evangelize and provide thought leadership, influencing operations to move beyond the contact center space.

Nicole has balanced her career while pursuing higher education, graduating with honors from UMASS Boston and an MBA from Northeastern University. She is an avid runner, always using the latest tech to help her level up!

With over 23 years of experience in quality improvement and analytics, Beth has been leading Aetna’s Service Excellence team since 2011, focusing on call quality and analytics. She also served as Interim Senior Director, overseeing claims, call, and enrollment quality, along with learning and performance development. Previously, Beth directed Quality Improvement & Reporting at Coventry Health Care for a decade, managing call, enrollment, and claim quality for various operations and handling a budget exceeding $8 million.