Gina Massa
Gina Massa
Gina Massa is Senior Director, Analytics at Concentrix. She has over 20 years’ experience helping companies use customer experience insights to drive improvements at the point of interaction. She leads a global team of analysts and CX experts focused on optimizing processes and performance.
Generating AI-Powered CX Insights for the Frontline
In my role at Concentrix, I often talk to companies about their speech analytics efforts. What’s striking is how frequently these professionals express frustration...