Mazen Moustafa, Director of Customer Service at Reliance Health, Egypt, shares two decades of cross-market customer operations and customer experience leadership. He introduces Then AI Happens, outlining practical AI use cases and workflows. Mazen also spotlights his security-awareness game Mission I.H.I., teaching youth to protect personal data. He closes with a personal note on travel and lifelong learning.

“To change the contact center perspective from being just a support function to a growth driver, traditional metrics are not enough. You need to connect and build your own KPIs in a way that directly relates to revenue generation or cost savings with actual numbers. Not intuition, not aspiration, but actual figures.” – Mazen Moustafa

Mazen highlights how contact centers become growth drivers by tying KPIs to revenue and cost outcomes, not just efficiency. He recommends mapped processes, unified data, and a living knowledge base before scaling AI. He also emphasizes empowerment and strategic planning that earns executive trust and investment.

Karen Lam, Director of Customer Support at Top Hat, outlines a context-driven leadership style grounded in storytelling. She traces her path from retail to EdTech, culminating in managing support and shaping customer dialogue at Top Hat.

“Every single company should have a Voice of the Customer program because it's the one way you're going to get a good pulse on not only your customers and your product, but also the pulse of the people who are behind the scenes and working for you and bringing that brand message and reputation forward.” – Karen Lam

Karen highlights the power of a disciplined Voice of the Customer program to move support from cost containment to growth. She identifies career progression and underused customer insight as core blockers, then shows how AI synthesizes surveys, reviews, and public chatter into clear narratives executives can act on. Karen recommends cross-functional cadence, measurable feedback loops, and storytelling that ties to revenue.

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.