While companies are rapidly rolling out technology to close the gap and keep up, a more fundamental trend will occur: Contact centers will transform into CX talent hubs. These centers of excellence will develop to provide exciting career paths, attract top talent and spur organizational growth.
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Contact Centers will Develop into CX Talent Hubs That Spur Growth
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The Analyst Team
Mila D'Antonio
Follow AnalystPrincipal 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.
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