Kimberly Agin, Head of Business Performance and Enablement, Voice & Chat Automation/Contact Center at KeyBank, traces a career across financial services and explains why the contact center is a live window into client needs. She details how journey data and recorded conversations reveal rich behavioral insights. She pairs this with enterprise data for full context. She shows how these insights fuel product improvement.

“Whoever owns the data and knows the data is going to win the AI future.” – Kimberly Agin

This episode explores how Kimberly transforms contact centers by treating conversations as a core data asset and aligning them with enterprise strategy. She explains how unstructured voice and chat interactions can be paired with enterprise data to reveal behavioral insights, why governing access and building trusted data environments matter for AI, and how clean inputs ensure meaningful outputs. The discussion also highlights how cross-functional collaboration and data-led storytelling shift contact centers from operational cost centers to strategic growth engines.

Cynthia Patterson, Vice President of North American Customer Support at Antech Diagnostics, outlines a new customer support model that blends empathy with business metrics. She explains how aligning value propositions with customer experience creates both loyalty and executive buy-in. Cynthia discusses her team’s extraordinary results: 6% turnover, 93–98% CSAT, and decades of employee tenure. She demonstrates how to communicate the language of the C-suite while preserving the voice of the customer.

“Talking about value propositions in the shaping of a support model is critical to engaging the C-suite. You can’t go with a model that is completely contrary to the business model, so I always begin with the end in mind to align customer support with our company’s vision.” - Cynthia Patterson

This episode explores how Cynthia combines her clinical background with business principles to create a support model that resonates with both customers and executives. She explains how value propositions guide the design of support teams, why empathy and tenure matter in delivering consistent customer experiences, and how customer satisfaction directly links to contract renewals. The discussion also highlights the role of cross-functional collaboration and C-suite alignment in sustaining long-term customer relationships.

Katalin Fritz, Chief Customer & People Officer at Marley Spoon, reveals how pairing rock-solid reliability with well-timed surprises secures weekly reorders. She shares why proactive outbound calls transform contact centers from cost drains to revenue engines and shares how to connect empathy, data, and empowered teams for sustainable retention and scaling surprise without sacrificing consistency.

“Reliability, empathy, and the courage to listen, combined with enabling our coworkers to act and create surprises, are absolutely crucial, not only in our business but increasingly in every business.” - Katalin Fritz

Katalin Fritz highlights why pairing rock-solid reliability with well-timed surprises keeps meal-kit subscribers coming back week after week. She explains how proactive outbound calls transform cost-heavy contact centers into revenue engines by connecting data, empowering teams, and fostering empathy for sustainable growth.