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Beyond Metrics - From Numbers to Meaningful Outcomes

Presented By: CrmXchange

Wednesday, October 21, 1pm Eastern

Natalie Perez, CEO and Co-Founder, Cisne,

Jason Valdina, Go-To-Market Senior Director, Verint, and

Donna Fluss, Founder & President, DMG Consulting LLC

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

Natalie Perez, CEO & Founder, Cisne

Natalie Perez is a veteran CX and marketing strategist known for building companies, shaping industry defining products, and creating patented solutions that address real operational needs. She champions a practical approach to AI—one that strengthens human connection, emotional intelligence, and customer trust.

Jason Valdina, Go-To-Market Senior Director, Verint

Jason Valdina is an accomplished customer experience professional and is the Senior Director of Engagement Channel Go To Market Strategy at Verint, a customer engagement software solutions provider based in New York. As a customer engagement channel veteran, Mr. Valdina's prior technology endeavors include social media analytics platform Graphika, live chat and messaging provider LivePerson, and email marketing automation platform Movable Ink.

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.