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.
Harry Rollason, Sr. Director, Content Marketing, Verint
Harry Rollason is Senior Director of Content Marketing at Verint, where he’s responsible for creating thought leadership content that helps organizations navigate the evolving world of customer experience and AI.
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.