Daniel HongVP, Research DirectorForrester

Daniel leads 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. Prior to Forrester, Daniel has many years of experience in market trends analysis, product positioning, and corporate development for communication technologies. Most recently, he 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.