Michele Carlson, Senior Product Marketing Manager, NICE Nexidia
As 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 from consultative
change management, coaching skill development, product quality, and classroom
facilitation – in contact centers she has seen first-hand the power of
personality and how data makes connections smarter.
Kristie O’Donnell, Director of Solution Architecture, NICE Nexidia
As a 14-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 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.