The recent Omdia Universe: Customer Engagement Platforms, 2023–24 revealed a shifting and expanding CEP market that also includes CPaaS and UCaaS vendors. Established CEP providers must differentiate themselves to remain competitive.
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Customer engagement platform providers must evolve with changing customer needs
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Omdia Universe: Customer Engagement Platforms, 2023–24
Vendor Assessment / 12 Oct 2023 / Mila D'Antonio
An analysis of the expanding ecosystem and market dynamics of customer engagement platforms (CEP). This Universe is not intended to advocate an individual vendor, but rather to guide and inform the selection process to ensure relevant options are considered and evaluated efficiently.
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Omdia Universe: Customer Engagement Platforms in Retail Banking, 2023–24
Vendor Assessment / 18 Oct 2023 / Charles Juniper
An analysis of the expanding ecosystem and market dynamics of customer engagement platforms (CEP) in retail banking. This Universe is not intended to advocate an individual vendor, but rather to guide and inform the selection process to ensure relevant options are considered and evaluated efficiently.
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Omdia Universe: Customer Engagement Platforms, 2022–23
Vendor Assessment / 12 Jul 2022 / Mila D'Antonio
Analyzes the market dynamics of an expanding ecosystem, as well as the well-known vendors in the customer engagement platforms space. Aims to guide the vendor selection process to ensure options are evaluated efficiently.
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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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