Reimagining contact centers through the power of people and technology.
Natalie is an experienced cloud contact center product marketer who builds software for real-life agents and supervisors, using insights from buyer interviews, leading industry analysts, and cross-functional leaders. She leads differentiated go-to-market strategies that solve real problems with technology designed to empower— not replace—human potential.
Tuesday, December 9th
1:00 PM The Human Advantage in an AI-First Era
Customer expectations move at “now” speed, but too many contact centers are still running on yesterday’s workflows. This fireside chat with Robin Gareiss, CEO and Principal Analyst at Metrigy, explores how technology is empowering human agents to deliver faster resolutions, reduce repeat contacts, and increase CSAT. With more than 25 years advising Fortune 100–1000 executives and leading Metrigy’s research on enterprise transformation, Robin brings a data-driven perspective on how to balance innovation with empathy.
In this discussion, you’ll see how AI can amplify—not replace—human connection through guided next steps, quick summaries, and smarter answer-finding, while giving supervisors powerful tools for real-time coaching and agent growth.
In this webinar, you’ll learn:
- Why customers consistently prefer human-led service even in an AI-first era
- How to balance AI innovation with empathy, trust, and personalization
- Practical strategies to reduce agent burnout, boost CSAT, and turn service into a growth driver
- How technology can amplify, rather than replace, human connection
