Three Imperatives for Achieving Hyper-Personalized Customer Engagement

Moving to the cloud and adding digital channels is a great first step to modernizing your contact center. But you can’t stop there. By delivering hyper-personalized interactions fueled by the right customer data, your customers will reward you with repeat business and higher loyalty. Customer satisfaction will increase as interactions will be more relevant and timely. And customer effort will be reduced as better data fuels proactive customer engagement. 

On Demand
1h 00min

Join this webinar to learn more about:

  • How the past 18 months have changed the way we communicate, our digital needs, customer engagement habits.
  • Recent survey results from both Omdia and Twilio on post-covid tech investments, progress on digital transformation, and challenges preventing progress.
  • Drill down on 3 imperatives to deliver hyper-personalization in your contact center interactions.

Featured Speakers

  • Mila D’Antonio
    Mila D’Antonio
    Principal Analyst

    Mila D’Antonio is a principal analyst in Omdia’s Customer Engagement practice where she focuses on the technology that enables intelligent, connected enterprise customer engagement. Her recent coverage has focused on customer engagement platforms, AI-powered marketing and service platforms, conversational AI, and customer data platforms. Prior to joining Omdia (formerly Ovum) in January 2017, Mila served as editor-in-chief at 1to1 Media, where she led the editorial direction of the award-winning publication.

  • Tim Richter
    Tim Richter
    Principal Product Marketing Manager

    Tim Richter is Principal Product Marketing Manager for Twilio Flex. He has over 15 years of experience in the communications industry in product management and product marketing roles. As a frequent speaker and content contributor for the contact center industry, Tim enjoys examining evolving market trends and communicating innovative customer solutions to educate and inspire.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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