Kimberly Agin
Head of Business Performance and Enablement
KeyBank
Customer
Kimberly Agin is the Head of Contact Center & Conversational AI Performance and Enablement at KeyBank, where she brings 17 years of banking experience. Prior to joining Key, she spent 6 years at JPMorgan in both New York and London in Product Control roles on the Equity Derivatives, Proprietary Trading, and Future & Options Trading Desks. For the past 11 years, Kimberly has held a variety of roles across Key in areas including Finance, Market Risk, Foreign Exchange Sales, and Director of Sales & Servicing Products (Salesforce, Service Cloud, and nCino). Kimberly is known for thinking creatively on how to solve complex problems, her ability to see big picture opportunities that drive automation and optimization efforts, and deploying proof of concept strategies for organizational buy-in.
In her role within the Contact Center over the last five years, Kimberly has transformed KeyBank’s data, analytics, and operational reporting capabilities. She has developed, led, and executed a Data as a Product strategy that fundamentally changed how the organization leverages Contact Center data to drive product development, operational excellence, and enterprise-wide client insights. Kimberly and her team delivered KeyBank’s first cloud-based data product, unifying end-to-end client journey data to better understand client behavior before, during, and after Contact Center interactions. She also led the modernization of operational reporting through automation and optimization efforts, improving reliability, scalability, and day-to-day decision-making while aligning with Key’s broader cloud transformation.
In 2026, Kimberly’s focus centers on defining and executing the Contact Center and CCaaS AI data strategy across generative and agentic use cases- responsibly scaling AI to analyze unstructured data, augment agent and operational workflows, and embed intelligence directly into applications and analytics. Her work emphasizes strong governance, measurable business impact, and moving AI from experimentation into durable, production-ready capabilities.
Through this work, Kimberly continues to evolve analytics from reporting to intelligent, insight-driven products that improve client experience, empower frontline teams, and support enterprise decision-making.
In her role within the Contact Center over the last five years, Kimberly has transformed KeyBank’s data, analytics, and operational reporting capabilities. She has developed, led, and executed a Data as a Product strategy that fundamentally changed how the organization leverages Contact Center data to drive product development, operational excellence, and enterprise-wide client insights. Kimberly and her team delivered KeyBank’s first cloud-based data product, unifying end-to-end client journey data to better understand client behavior before, during, and after Contact Center interactions. She also led the modernization of operational reporting through automation and optimization efforts, improving reliability, scalability, and day-to-day decision-making while aligning with Key’s broader cloud transformation.
In 2026, Kimberly’s focus centers on defining and executing the Contact Center and CCaaS AI data strategy across generative and agentic use cases- responsibly scaling AI to analyze unstructured data, augment agent and operational workflows, and embed intelligence directly into applications and analytics. Her work emphasizes strong governance, measurable business impact, and moving AI from experimentation into durable, production-ready capabilities.
Through this work, Kimberly continues to evolve analytics from reporting to intelligent, insight-driven products that improve client experience, empower frontline teams, and support enterprise decision-making.
Kimberly’s Sessions