Driving Value Beyond the Contact Center with Customer Insights

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.