Kathi Gurin

Kathi is an exceptionally talented and successful SaaS technology business leader with a passion for customer experience (CX) best practices and strategies. She is a recognized expert at aligning CX/Contact Center/AI technologies to deliver delight to the end customer, while driving customer retention, revenue, and cost control for the business. Most recently, Kathi held the CX Principal Consultant role at BT with a focus on CX and contact center transformation, and the launch of a data-driven journey analysis process to provide insights to CX strategy and ROI. She has led product strategy at Convergys (for Chat, KB, eMail automation), and as an independent consultant for numerous telcos establishing cloud contact center suites as core to their portfolio. As an early employee at Genesys, Kathi led the company’s cloud product strategy and go-to-market, delivering a 70% revenue increase for the company in 2 years.