About the Webcast
Every great film tells one story from multiple angles. In this webcast, we’re taking that same cinematic approach… the “set” is your contact center.
The opening shot: one organization, four stakeholders—customers, agents, executives, and operations—each living the same reality but seeing a different movie. And at the center of the storyline? The quest for a faster, friction free, smarter customer experience.
We open with the customer’s arc: Why do I have to repeat myself? How fast can my problem be solved—no matter the channel?
Cut to the executive storyline: Are we delivering a consistent experience? Where should we invest? How do we scale without burning out our people—or burning through our budget?
Then it’s time for the operations “behind the scenes” reel: Do we have the right people at the right times? Why are service levels slipping? Where is work getting stuck?
Finally, we bring in the agent and supervisor perspective—the frontline reality: Do I have the tools, information, and support to succeed? How am I being measured? Is this workload sustainable?
As these four narratives unfold, we’ll spotlight where priorities collide, where expectations drift, and where opportunities are hiding in plain sight.
Key takeaways:
- The biggest questions customers, agents, executives, and managers are asking—and what’s driving them
- How to spot (and fix) stakeholder misalignment before it impacts performance
- Practical strategies to improve experience, efficiency, and employee engagement
- Where AI, automation, and modern WFM can meaningfully close the gaps
- A clear framework for unifying all four perspectives into one powerful service vision
Meet the Directors: Donna Fluss, President, DMG Consulting LLC; Natalie Perez, CEO & Founder, Cisne; Sheri Greenhaus, Managing Partner, CrmXchange
Directors will take audience questions during the session.
About the Presenters
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.
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.
Sheri Greenhaus, Managing Partner, CrmXchange, Moderator
Sheri Greenhaus is a CX and contact center industry veteran with over 30 years of experience. She began her career at Dun & Bradstreet in one of the nation's first automated outbound call centers. She later served as Director at Hart Hanks Telemarketing and Vice President of Marketing at CRC Information Systems. In 1995, she co-founded CrmXchange growing it into a leading online resource for CX and contact center professionals. As Managing Partner of CrmXchange and eCRMevents, she drives thought leadership by moderating events, interviewing executives, and producing virtual conferences.