About the Webcast
This roundtable explores how organizations can move past traditional KPIs to uncover the real drivers of customer experience and operational success. Panelists will share practical strategies for translating data into meaningful actions that improve agent performance, elevate customer satisfaction, and strengthen business outcomes. Attendees will gain a clearer understanding of which metrics truly matter—and how to use them to create lasting, measurable impact.
About the Presenters
Sheri Greenhaus, Managing Partner, CrmXchange, Moderator
Sheri Greenhaus is a CX and contact center veteran with 30+ years of industry experience. After starting her career at Dun & Bradstreet in one of the first automated outbound call centers, she went on to leadership roles at Hart Hanks Telemarketing and CRC Information Systems. In 1995, she co‑founded CrmXchange, now a leading online resource for CX and contact center professionals. As Managing Partner of CrmXchange and eCRMevents, she drives thought leadership through event moderation, executive interviews, and virtual conference production.
Natalie Perez, CEO & Founder, Cisne
Natalie Perez is a CX and
marketing strategist with over 30 years of experience spanning the contact
center, SaaS, and enterprise tech industries. A serial entrepreneur and
seasoned operator, she has built and scaled companies from the ground up,
shaped category-defining products, and designed patent-backed solutions to
address real operational challenges.
Natalie is passionate about
helping leaders harness AI while preserving the human connection that fosters
trust and loyalty. She frequently writes and speaks on customer experience,
emotional intelligence in automation, and marketing leadership in an AI-driven
world. Her work is rooted in real-world operations and guided by a core belief:
technology should empower people—not replace them.
Donna Fluss, Founder & President, DMG Consulting LLC
Donna Fluss, Founder and President of DMG Consulting LLC, provides a unique and unparalleled understanding of the people, processes and technology that drive the strategic direction of the dynamic and rapidly transforming contact center and back-office markets. As the foremost analyst and visionary dedicated to the contact center and back-office markets, Donna has provided expert guidance for over 30 years to technology leaders as well as disruptive newcomers, investors, and enterprises that want to build next-generation AI-enabled contact centers.