1:45 PM - 2:35 PM EST  |  Tuesday October 19

Driving Value Beyond the Contact Center with Customer Insights

Philip Barbagallo
Group Vice President, Bank Manager, Contact Center
M&T Bank

Umesh Shah
Vice President, Analytics and Workforce Management
M&T Bank

Executive Track

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.