WhenDecember 17, 20182:00 PM - 3:00 PM ESTWhereOnlineMake Your Connections Smarter: How to Win in the Experience Economy with Predictive Behavioral RoutingToday’s customers expect great connections with each interaction they have with your business. Find out how Predictive Models, Artificial Intelligence, and Analytics come together in Predictive Behavioral Routing to immediately result in more productive and positive call outcomes, better business performance, and exceptional customer experiences.Michele CarlsonSenior Product Marketing ManagerNICE NexidiaAs a Mattersight team member for the past 11 years, Michele has developed an expertise in contact centers, customer experience, and analytics technologies that provide businesses the opportunity to understand data and customer interactions. In her role as Senior Product Marketing Manager, Michele focuses on demonstrating the value of Predictive Behavioral Routing as a key solution for businesses who want to improve their metrics while connecting with their customers. Her experiences span consultative change management, coaching skill development, product quality, and classroom facilitation – in contact centers she has seen the first-hand the power of personality and how data makes connections smarter. Kristie O'DonnellDirector of Solutions ArchitectureNICE NexidiaAs a 13 year Mattersight veteran, Kristie has developed an expertise in predictive behavioral routing and analytic solutions to apply information-driven analytic approaches to solve complex and ambiguous business problems within Fortune organizations. She has a demonstrated history of successfully managing large accounts, sales and product adoption for complex software as a service (SaaS) cloud initiatives. She also has a proven track record of architecting successful solutions, directing service operations and delivering exemplary customer experience. Her experiences span from customer success, sales enablement, solutions architecture, contact center operations, data- driven analytics, change management and human performance improvement which have allowed her to help organizations fuel organizational growth and standardize operations designed to deliver measurable, sustainable and progressive business results.
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