On-demand Webinar

Plan Now for Digital Customer Engagement in 2020




Plan Now for Digital Customer Engagement in 2020
Date and time
45 minutes, plus Q+A

Consumer demands for seamless, effortless service continue to rise amidst an evolving landscape of established and emerging interaction channels. As newer technologies go main-stream, customer service leaders need to develop long-term roadmaps to transform their customer and agent experience, accelerate digital business and embrace the mobile mind shift.

During this Webinar, guest Ian Jacobs, Principal Analyst with Forrester Research, and Marina Kalika, Director of Digital Customer Engagement with Nuance, deliver insight into the technologies organizations must evaluate today to drive top-line growth through differentiated service in 2020.

Watch this Webinar to learn about:

  • Market imperatives and customer experience success drivers for the age of the consumer
  • How advancements in speech recognition, Natural Language Understanding, AI and machine learning will usher in a new class of conversational virtual assistants that partner with and learn from agent-assisted interactions
  • The role of messaging in developing customer-focused omni-channel engagement strategies
  • How leading organizations are reaping the benefits of AI-powered self- and assisted-service today while planning for the future

Register to watch “Plan Now for Digital Customer Engagement in 2020” adn get an in-depth look at the new technologies and experiences that will shape leading organizations’ omni-channel customer engagement strategies in 2020.

About the presenters

Ian Jacobs
Principal Analyst
Serving Application Development and Delivery Professionals
Forrester Research

Ian Jacobs serves Application Development + Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences. Ian came to Forrester with two decades of experience as a marketer, journalist, and analyst in the software market. He has held several senior-level analyst roles in both the CRM and customer experience fields, and he most recently crafted corporate vision and messaging as the customer experience evangelist at Genesys. Ian earned a bachelor’s degree in comparative literature and sociology from Rutgers University and a master’s degree in journalism from Stanford University.

Marina Kalika
Director of Marketing
Digital Customer Engagement
Nuance Communications, Inc.

Marina Kalika is Director of Marketing, responsible for the digital portfolio in the Enterprise Division of Nuance. Prior to Nuance’s acquisition of TouchCommerce, Marina was responsible for all product marketing at TouchCommerce. She has over 25 years of leadership experience in the hi-tech industry at various corporations, including Xerox, managing every aspect of the product and customer life cycle: from industry research and requirements gathering, to product development and marketing, all the way through to sales and customer support. Marina’s passion is in translating product features and functions into a succinct marketing message that customers can appreciate and consume.

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