Omdia predicts the customer engagement market will focus on automation and intelligence to enable precise decision-making. The changes will primarily focus on moving data to the center of customer engagement architecture to enable real-time, AI-powered insights. This trend will prompt consolidation of customer-facing interfaces, as enterprises seek unification of systems and applications that surface the data.
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2023 Trends to Watch: Customer Engagement
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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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