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Hearing What Matters - Unlocking Enterprise Value Through Customer Conversations

Presented By: NiCE

Date: Tuesday, September 16, 1pm Eastern

Presented by: Lauren Maschio, Sr. Product Marketing Team Manager – Customer Experience Analytics, NICE

Kimberly Agin, Head of Contact Center & Conversational AI Performance and Enablement at KeyBank

About the Webcast

Organizations face increasing pressure to turn vast volumes of customer interaction data into actionable insights.

So what happens when a 200-year-old bank decides to listen in a whole new way?

In this session, hear how KeyBank is using insights from everyday conversations to shape smarter products, streamline processes, and boost performance across the business. From reducing friction to fueling innovation with generative AI, it’s a story of how the right questions, and the right data, can drive real change.

About the Presenters

Lauren Maschio, Sr. Product Marketing Team Manager – Customer Experience Analytics, NiCE

Lauren Maschio has provided marketing leadership in the contact center and the enterprise software industry for over 20 years. As a Product Marketing Manager, Lauren is responsible for strategic initiatives, thought leadership and sales enablement for the NICE WFO solution suite globally. Prior to NICE Systems, Lauren has held senior level global marketing positions at VoltDelta, Process Software, Compaq (now HP), Bay Networks (now Nortel) and CrossComm. Lauren holds a BS in Marketing from Babson College and a MBA from Northeastern University.

Kimberly Agin , Head of Contact Center & Conversational AI Performance and Enablement at KeyBank

Kimberly Aginis Head of Contact Center & Conversational AI Performance and Enablement at KeyBank, with over 17 years of banking experience. She previously held roles at JPMorgan in New York and London, and has spent the last decade at KeyBank across Finance, Market Risk, FX Sales, and Sales & Servicing Products.

For the past four years, Kimberly has led the transformation of KeyBank’s Contact Center analytics and reporting, pioneering a “Data as a Product” strategy to unlock enterprise-wide client insights. Her team created Key’s first cloud-based data product to analyze customer journeys and is driving automation through RPA and AI. Looking ahead, Kimberly is focused on leveraging generative AI to modernize operations and enhance analytics across the Contact Center.