The Virtual Summit

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2023 Mar Connected Customer 300x80

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Five Things to Know About Me

Thursday Mar 16, 2:00 PM – 3:00 PM EDT — RECORDING

Join this webcast to learn about the conference sponsors. Bring your questions to this lively discussion.


Jessica Smith, Senior Product Marketing Manager, 8x8

8x8 jessica smith Jessica Smith, Senior Product Marketing Manager, 8x8

Jessica found a passion for customer experience when first introduced to the contact center market back in 2012. Throughout her time in this space, Jessica has worked in Product Marketing, Competitive Intelligence, and Sales and Channel Enablement giving a well-rounded depth of knowledge applied to her communication practices. Now as a Senior Product Marketing Manager at 8x8, Jessica champions thought leadership, experiential learning, and the promotion of new ideas to keep us all immersed in the changing landscape of CX & EX. When work isn’t the focus, Jessica is a lover of yoga, travel, and just about anything that puts her outdoors.

Other Sessions With This Presenter

Is your IVR Just a Welcome Mat? Rethinking Self-Service as Conversational AI

Jason McKay, Product Manager, CallMiner

CallMiner - JAson McKay Jason McKay, Product Manager, CallMiner

Jason has been part of interaction analytics through CallMiner for over a decade, both as a customer on the front lines and as a member of the CallMiner team. As Product Manager, Jason is responsible for making sure that our customers are driving value from our platform through real-time notifications and analytics with Alert and agent performance and quality management through Coach. In addition, Jason has an extensive background in omnichannel analytics, previously as a Business Analyst for CallMiner and in his time as a customer, utilizing Eureka to uncover insights around Customer Experience, Agent Quality, First Call Resolution, Call Avoidance, Sales Efficiency, Handle Time Reduction, and many other topics. Jason is also a certified Six Sigma Black Belt.

Brooke Phillips, Senior Product Marketing Manager, NICE

NICE - Brooke phillips Brooke Phillips, Senior Product Marketing Manager, NICE

Brooke is a senior product marketing manager with over 15 years of marketing communications experience in b2b technology. Her industry marketing experience includes advertising/media, intelligent transportation services, and business consulting. At NICE, she is focused on product messaging and positioning for customer engagement analytics and Enlighten AI.

Other Sessions With This Presenter

AI as Friend, Not Enemy- Understanding How AI Helps the Agent Improve Customer Satisfaction and CX

Sheri Greenhaus, Managing Partner, CrmXchange, Moderator


Sheri Greenhaus, Managing Partner, CrmXchange, Moderator

For over 25 years, Sheri Greenhaus has been in nearly every aspect of call center, CX, and contact center management, both as a contact center executive, consultant, and since 1995, Managing Partner of CrmXchange. Ms. Greenhaus started her contact center career at Dun & Bradstreet; the first automated outbound call centers in the country. As Director of Hart Hanks Telemarketing, she oversaw the Hart Hanks call center operation. Her responsibilities included the company's critical sales and customer retention programs, hiring and training of agents, and the development of compensation programs. At CRC Information Systems, where she was Vice President of Marketing, Ms. Greenhaus was responsible for sales and marketing strategies.

In 1995 Sheri Greenhaus and Larry Matte launched the Tele-M@rket, (later renamed CrmXchange) a site devoted to contact center information. In 2006 she launched the first Virtual Symposium for contact center professionals,

Sheri holds a BS degree from University of Connecticut and a Certificate Degree in Direct Marketing from New York University. She studied at the American Academy of Dramatic Arts in New York.