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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.

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 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 Most Recent Research

Research

Healthcare Organizations Turn Up The Dial On Cloud Investment

June 15th, 2021 | Daniel Hong , Eric Bellomo

The entry of tech titans Amazon, Apple, Google, and Microsoft into the healthcare industry won't deter healthcare organizations (HCOs) from purchasing...

1 min read
Research

Remote Work In Healthcare Is Here To Stay

June 15th, 2021 | Daniel Hong , Eric Bellomo

Most healthcare organizations (HCOs) expect to retain a higher proportion of full-time remote workers, which indicates that they're grappling with the...

1 min read
Research

5G Makes Its Rounds In Healthcare — Virtual Care And Security Are Top Use Cases

June 14th, 2021 | Daniel Hong , Eric Bellomo

Healthcare leaders must iron out where healthcare organizations (HCOs) and users will derive the most value from 5G. Despite prominent use cases, like...

1 min read
Research

Retail Healthcare Locations Leverage Ease Of Access And Use As Value-Adds

June 14th, 2021 | Daniel Hong , Eric Bellomo

To fend off retail competitors, healthcare organizations (HCOs) must prioritize price transparency, cash options, and subscription models. Big Retail is...

1 min read
Research

The Digital Front Door Fails Healthcare Consumers

More Than Half Of US Online Adults Don't Use Apps To Manage Their Health
June 11th, 2021 | Daniel Hong , Eric Bellomo

Corporate funding for digital health technologies hit a record $21.6 billion in 2020. Despite the jaw-dropping total, Forrester Analytics' Consumer Technographics®...

1 min read