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