AI Powered Quality and Analytics - Redefining What’s Possible in CX
Tuesday Mar 24, 2:00 PM – 3:00 PM EDT — Sign Up For Events
Customer expectations are rising faster than traditional analytics and quality programs can keep up. While 80% of customers say experience matters as much as the product itself (PwC), many contact centers still depend on manual analysis and evaluations that is reactive, capturing only a fraction of customer interactions. In this hour, we’ll explore how AI-powered quality management and analytics programs redefine how organizations understand and improve CX. You’ll see how AI analyzes 100% of conversations in real time, connects agent behaviors directly to CSAT, and continuously surfaces insights that drive smarter coaching, stronger compliance, and better customer outcomes and operational efficiencies. Key takeaways include how to:
- Apply AI to analyze every customer interaction automatically
- Replace tedious manual evaluations with continuous, AI-driven insights
- Detect coaching opportunities, risks, and inefficiencies earlier with AI
Discover how organizations are using AI to move from reactive analytics and quality to proactive CX improvement at scale.
Presenters:
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Lauren Maschio, Sr. Product Marketing Team Manager – Customer Experience Analytics, NiCE
Lauren has provided marketing leadership in the contact center and the enterprise software industry for over 25 years. As a Senior Product Marketing Team Manager, Lauren is responsible for strategic initiatives, thought leadership and sales enablement for the NiCE customer engagement analytics solutions globally. Prior to NiCE Systems, Lauren has held senior level global marketing positions at VoltDelta, Process Software, Compaq (now HP), Bay Networks (now Nortel) and CrossComm. Lauren holds a BS in Marketing from Babson College and an MBA from Northeastern University.
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Maya Gershon, Product Marketing Manager, NiCE
Maya is a marketing leader with deep expertise in product marketing, customer marketing, and go-to-market strategy. She currently drives strategic initiatives for the company’s Quality Management solutions within the CXone suite, focusing on positioning, messaging, and customer engagement. With a strong background in content development, brand storytelling, and cross-functional collaboration, Maya has a proven track record of leading high-impact marketing programs that accelerate product adoption and deliver business value. Her experience spans the tech, education, and nonprofit sectors, bringing a multidisciplinary perspective to every project.
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