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Customer Engagement 2019 — Top Trends, Predictions and Priorities

Live Date: January 29, 2019. PLEASE SIGN IN FOR THE RECORDING.

Featuring Guest Ian Jacobs, Principal Analyst, Forrester Research and

Marina Kalika, Senior Director, Marketing, Nuance

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About the Webcast

The customer engagement and experience landscape is rapidly changing, but what will be the main focus in 2019?

Join us for the upcoming live webcast, Customer Engagement 2019—Top Trends, Predictions and Priorities, with guest Forrester Research as we explore the trends, predictions and priorities that will shape the future of customer engagement in 2019—and beyond.

Here’s a sneak peek at some of the key takeaways we’ll cover:

-Companies will continue to invest in AI for customer engagement, but the C-suite will demand that they be grounded in reality—and deliver real business results.

-The consumer backlash against chatbots will begin and rollouts will come under extreme scrutiny to deliver on consumer and enterprise expectations.

-Prudent companies will invest in humans again and take a blended AI approach that combines automation and a human touch.

-Fraudsters will become more sophisticated in targeting voice and digital engagement channels.

Reserve your spot to make sure you don’t miss out on these valuable insights. Even if you can’t join us, register and we’ll send you a recording of the webcast to watch whenever you like.

Eager to join the discussion? Submit a question when you register and we’ll answer it during the webcast.


About the Presenters

Ian Jacobs, Principal Analyst, Forrester Research

Ian 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 comes 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, Senior Director, Marketing, Nuance

Marina is responsible for the Enterprise Marketing Programs and Industry Solutions Marketing at Nuance Communications. She has over 25 years of leadership experience in the hi-tech industry at various corporations, managing every aspect of the product and customer life cycle. Marina’s passion is in translating product innovations into a succinct marketing message that customers can appreciate and consume.