Daniel Hong

VP, Research Director

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.

Planned Research

What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.

October 24th, 2021 1:00 p.m. - 2:00 p.m. Webinar

The Future Of Healthcare In 2030

2020 was a watershed moment for healthcare and digital transformation. To succeed in the future of healthcare, healthcare organizations (HCOs) must lay the foundation now for a continuous proactive model in healthcare and digital optimization. As new regulatory and legislative pressures loom, HCOs that shift strategically now will be better positioned for future success — or risk facing irrelevance. Key takeaways: Learn our 10 bold calls to save the future of healthcare. Understand why transformation requires a shift in roles and ownership for the healthcare ecosystem. Hear our best- and worst-case scenarios for healthcare in 2030 and what metrics HCOs can use to track their success in key areas of change. Target audience level: all levels
October 27th, 2021 1:00 p.m. - 1:40 p.m. Webinar

Pharma Trends 2021: Thriving In Disruption

From compound conception to production, the COVID-19 pandemic significantly impacted the operations of pharma organizations. Leaders within these organizations need to leverage intelligent technologies that increase the likelihood of efficiency and regulatory approval, build trust, and manage the preponderance of data. Key takeaways: Build consumer trust during heightened emotional intensity. Implement security best practices. Leverage patient-centric and digitally disruptive strategies. Improve operational efficiency and resiliency. Target audience: Intermediate