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Transforming Quality Management - Precision, Personalization, and Impact
Presented By: NICE
Live Date: February 5, 2025. PLEASE SIGN IN FOR THE RECORDING.
Presented by: Yael Sonsino, Senior Product Marketing Manager, WEM Recording, NICE and
Lilach Zemach, Director, Product Management at CXone
About the Webcast
Picture a future where every customer interaction becomes an
opportunity for growth, and every agent benefits from precision-guided support
to thrive.
GenAI is not merely a technological advancement—it’s a
game-changer, redefining quality management by harnessing billions of data
points to deliver unparalleled insights and outcomes.
In this session, industry leaders explore how smart
automation and intelligent coaching reshape the quality management landscape.
From analyzing every interaction to driving hyper-personalized feedback,
discover how organizations achieve transformative results: greater efficiency,
improved KPIs, and elevated employee engagement.
Discover how to empower quality teams to achieve greater
efficiency, improve KPIs, enhance employee satisfaction, and build a foundation
of trust and precision. This is the future of quality management — inspired by
billions of insights.
About the Presenters
Yael Sonsino, Senior Product Marketing Manager, WEM Recording, NICE
Yael is a product marketing manager with over 10 years
of experience driving growth across diverse product lines. Known for her
creativity, multitasking abilities, and strategic mindset, she excels in
crafting messaging, go-to-market strategies, campaigns, and events that deliver
measurable results. At NICE, Yael leads marketing efforts across multiple
solutions, driving adoption and success through impactful narratives and
strategic initiatives. Prior to NICE, Yael held key roles at Philips, where she
was responsible for the entire personal health product line. Yael’s passion for
innovation and growth makes her a key driver of impactful marketing
initiatives.
Lilach Zemach, Director, Product Management at CXone
Lilach has over 17 years’ experience in product management and 28 years overall in the Software / IT industry in various R&D and project management roles.
@NICE for the past 12 years, focusing on contact center analytics and quality management, leveraging the contact center and the voice of the customer into a value-adding business function.
Substantial experience with high scale customers, has produced a keen understanding of the best practices for managing the evolving contact center and is contributing to building the NICE-CXone products.