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
-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
-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.