Customer service has adapted to technology over the years, but artificial intelligence has completely changed the game. Thousands of AI assistants pop up daily as companies realize the benefits of nonstop, semi-automated customer service. But not all AI is created equally, and with so many options on the market, finding the right solution for your organization can be difficult to do alone. So, we’re here to help you out with insights on the key elements and consumer preferences.

We’ve gathered leading CX experts to help demystify the top CX and Conversational Commerce trends. The guest speakers will share everything you need to know about the latest technology being adopted by customer service leaders. Learn from 3 analysts and influencers with proven track records and decades of experience as they share insights on the latest trends and then answer questions in a virtual roundtable.

Meet Our Speakers

Daniel Hong, VP, Analyst, Forrester Research
Daniel is a Forrester VP and Research Director, serving Application Development and Delivery Professionals. His expertise is serving the digital transformation of Fortune 500 companies on conversational AI, predictive analytics, and blended layers of contact center automation. He has been featured in the Wall Street Journal, Forbes, The Economist, and many others.

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Micah Solomon, award winning CX specialist
Micah is an author, keynote speaker and award winning expert on customer service and customer experience. Termed the “New Guru of Customer Service Excellence” by The Financial Post, Solomon has been featured in the Wall Street Journal, Fast Company and Fortune. His 5 published books on ‘Customer Service Excellence’ have all received top ratings.

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Mitch Lieberman, Analyst, Opus Research
Mitch is a Principal Analyst at Opus focused on Conversational Commerce, Relationship Intelligence and Conversational Systems. The business outcomes of conversational systems help enterprise executives take charge of bringing customer service, marketing, and sales into the age of the conversation through natural language processing, understanding, and intent.

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