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Hearing What Matters - Unlocking Value Through Customer Conversations

NiCE

Presented By: NiCE


Live Date: September 16, 2025. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Lauren Maschio, Head of Product Marketing, Analytics, NiCE, and

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

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About the Webcast

Organizations are under growing pressure to transform the flood of customer data into meaningful, actionable insights. The real impact comes when companies change how they listen and respond. Join this session to hear what happens when a 200-year-old bank decides to reimagine its approach to listening to customers. 

In this webcast, Kimberly Agin, Head of Contact Center, KeyBank will share how the organization is leveraging insights from everyday customer conversations to:  

  • Align agent training more closely with real customer needs
  • Improve access to customer data, driving a 16% increase in NPS and a 63% increase in CSAT
  • Boost issue containment rates so agents can focus on what matters most

Discover how to turn customer conversations into measurable improvements that reshape the contact center experience. The session will host an open Q&A, giving you the opportunity to ask your own questions and gain practical guidance from Kimberly’s experience.

About the Presenters

Lauren Maschio, Head of Product Marketing, Analytics, NiCE

Lauren Maschio has provided marketing leadership in the contact center and the enterprise software industry for over 20 years. As Head of Product Marketing, 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 Performance and Enablement at KeyBank

With over 17 years of banking experience, Kimberly has 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.