1:45 PM - 2:35 PM EST | Tuesday October 19
Driving Value Beyond the Contact Center with Customer Insights
Philip BarbagalloGroup Vice President, Bank Manager, Contact CenterM&T Bank
Umesh ShahVice President, Analytics and Workforce ManagementM&T Bank
The intelligence delivered by conversation analytics is frequently used to drive contact center efficiency or improve CX. While both are powerful and can transform a customer-centric business – how can companies ensure conversation insights are informing teams across the organization to improve decision making beyond the contact center?
In this executive session, M&T Bank will share how they’ve centralized data gathering and analysis to reveal customer expectations and needs. Join Philip Barbagallo, Group VP & Manager of Retail Performance Enablement and Umesh Shah, VP, Analytics and Workforce Management – Contact Center, to learn how M&T Bank is rethinking the entire customer journey and centralizing analytics to innovate across market segment teams.