The past two years have produced a collective shift to a predominately digital model for how consumers interact in their personal lives, at work, and with brands. Sustainability of this new reality belongs to enterprises that can deliver an intelligent, contextual, frictionless, and real-time data-driven human experience. Here are three trends that will shape CX in 2022.
2022 Trends to Watch: Customer Engagement
The Analyst Team
Mila D'Antonio
Principal Analyst, Customer Engagement
Mila D’Antonio is a principal analyst on Omdia’s Customer Engagement team where she focuses on enterprise applications that enable personalized and connected customer engagement. Mila analyzes key developments in customer engagement applications and emerging tech that improve customer interactions and enable personalized, relevant engagements. That includes research on customer engagement platforms, customer data platforms, customer journey orchestration, and conversational AI.
Prior to joining Omdia, formerly Ovum, in 2017, Mila worked as editor-in-chief at 1to1 Media. In addition, she holds a degree from the University of Pittsburgh where she studied English, journalism, and political science.
You must sign in to use this functionality
Authentication.SignIn.HeadSignInHeader
Thank you
Our expert analysts will review your question and the Ask an Analyst team will get back to you. We aim to respond within 24 hours, but we’re often quicker.
Ask an Analyst
Our team of experts are here to answer your questions. From advice on market trends to a query on research point, and everything in between, we want to hear from you.
Ask an analyst is available as part of a subscription. If you'd like access, contact us today.