Soraya Radwan leads the Interactions Design and Analytics team at SiriusXM. One of the largest subscription based media companies in the United States with ~33M subscribers, the team helps to support 2.3M Care calls and 750K Inbound and Outbound Sales calls per month. CallMiner is the primary tool used to help understand the effectiveness of the business strategy as well as identify ways to improve the customer experience. These learnings are then manifested into improved marketing strategies, call design and coaching tools for the frontline agents. Prior to joining SiriusXM, Soraya was the Client Services Director at Xerox/Conduent for the largest online retailer and large health care providers.