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Forrester - Daniel Hong

Daniel Hong VP, Research Director serving Application Development and Delivery Professionals, Forrester Research Daniel leads a team that focuses on digital transformation in customer engagement and collaboration for service and sales. His research explores how predictive analytics, decisioning, and conversational AI impact automation and agent-assisted interactions in the contact center. Daniel helps Forrester clients create channel strategies that leverage context, prediction, natural language, and orchestration to drive differentiated customer service experiences and business outcomes.

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