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The Omdia Universe: Customer Engagement Platforms, 2022–23 provides a snapshot of the expanding market and identifies the leaders in the category that score high in both capabilities and CX ratings. Vendors within the market leaders group include Adobe, Genesys, Nice, Salesforce, and Twilio.
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.
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