The Virtual Summit

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2022 Mar Connected Customer 300x80

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Extracting Value from Customer Personas to Reveal Valuable Insights

Tuesday Mar 15, 12:00 PM – 1:00 PM EDT — RECORDING

Having a "One-Size Fits All" approach to a customer's journey is outdated and wasteful.  How can we pull the necessary insights from the data to help the customer get better service and help our organization to answer the big questions? See how a customized approach and using contact center data can reveal insights to your customers' journey that you never thought possible.


Dave Hoekstra, Product Evangelist, Calabrio

Calabrio.Dave-Hoekstra Dave Hoekstra, Product Evangelist, Calabrio

When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90’s as an agent and continued through every role a contact center has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio’s Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host and photographer (and Texan), he uses words like “folks”. Combining 20+ years of experience in the industry with the rest of his life experience, Dave has a unique perspective of the tools, technology and challenges faced by today’s modern CX organizations and he looks forward to each and every interaction.

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