Daniel   Hong

Daniel Hong

VP, Research Director Serving Application Development & Delivery Professionals

Daniel serves Application Development & Delivery Professionals, leading a team that focuses on digital transformation in customer engagement and collaboration for service and sales. His research explores how predictive analytics, decisioning, and conversational AI impact automation and agent-assisted interactions in the contact center.

Daniel helps Forrester clients create channel strategies that leverage context, prediction, natural language, and orchestration to drive differentiated customer service experiences and business outcomes.

Previous Work Experience

Daniel came to Forrester with many years of experience in market trends analysis, product positioning, and corporate development for communication technologies. Most recently, Daniel served as senior director of product marketing and strategy for [24]7. Prior to that, he led the customer interaction technology research and consulting practice at Ovum. He has been quoted numerous times in Business 2.0, DestinationCRM, The Economist, The Wall Street Journal, Forbes, Financial Times, and NPR and has contributed many articles to Speech Technology Magazine and other publications. Over the years, he has acted as an advisor and consultant to Fortune 500 companies.

Education

Daniel earned a Bachelor of Arts in social sciences from the University of California at Irvine.

Daniel Hong

VP, Research Director Serving Application Development & Delivery Professionals

Daniel serves Application Development & Delivery Professionals, leading a team that focuses on digital transformation in customer engagement and collaboration for service and sales. His research explores how predictive analytics, decisioning, and conversational AI impact automation and agent-assisted interactions in the contact center.

Daniel helps Forrester clients create channel strategies that leverage context, prediction, natural language, and orchestration to drive differentiated customer service experiences and business outcomes.

Previous Work Experience

Daniel came to Forrester with many years of experience in market trends analysis, product positioning, and corporate development for communication technologies. Most recently, Daniel served as senior director of product marketing and strategy for [24]7. Prior to that, he led the customer interaction technology research and consulting practice at Ovum. He has been quoted numerous times in Business 2.0, DestinationCRM, The Economist, The Wall Street Journal, Forbes, Financial Times, and NPR and has contributed many articles to Speech Technology Magazine and other publications. Over the years, he has acted as an advisor and consultant to Fortune 500 companies.

Education

Daniel earned a Bachelor of Arts in social sciences from the University of California at Irvine.

Daniel Hong's Research

Most RecentMost Popular
  • For Application Development & Delivery Professionals

    REPORT: Unlock The Hidden Value Of Chatbots For Your Customer Service Strategy

    Go Beyond Just Cost Reduction

    January 19, 2018Daniel Hong, Ian Jacobs

    Chatbots have strong appeal as firms bring mass personalization to customers. Cost savings are the best-known benefit, but less-well-known benefits include insights from unstructured data, cost optimization, and experience improvement for customers and agents. This report details how application development and delivery (AD&D) pros can create a chatbot strategy for customer service that aligns with business benefits that transform engagement.

  • For Application Development & Delivery Professionals

    REPORT: Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

    Prepare For Dips In Customer Satisfaction And Service Levels

    November 9, 2017Daniel Hong, Nick Barber, Ian Jacobs, John Bruno, Kate Leggett, Art Schoeller

    Artificial intelligence. All the craze. Application development and delivery (AD&D) professionals are on the frontline in learning how to use AI in customer service and sales. Whether that's through chatbots, robotic process automation, or virtual assistants, you have the task of setting expectations as to what's possible with AI. In 2018, it's time to make AI work. You must separate fact from fiction, and start understanding the operational aspects you need to support AI while still keeping tabs on areas where you can apply it to improve customer service and sales.

  • For Application Development & Delivery Professionals

    REPORT: Amazon Connect: Not Yet Ready For Prime Time

    Take A Wait-And-See Approach Before Choosing Amazon's New Cloud Contact Center Offering

    May 31, 2017 Kate Leggett, Art Schoeller, Daniel Hong

    Amazon aims to disrupt the contact center industry with Amazon Connect — a cloud-based addition to the company's growing product portfolio that runs on Amazon Web Services (AWS). It attempts to simplify how enterprises procure and consume customer service technology through a usage-based model with no monthly commitments. However, several key capabilities that competitors support are not available in this first release. This report helps application development and delivery (AD&D) pros understand Amazon Connect's capabilities and when to consider it.

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