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Reimagining the Digital Customer Journey


Presented By: Nuance

Live Date: October 21, 2020. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Dan Miller, Lead Analyst and Founder, OPUS Research,

Abhay Prasad, Senior Director, Product Management - Intelligent Engagement, Nuance

Plus, CX experts from major brands.

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About the Webcast

A roundtable discussion on the dramatic shift in customer expectations and its impact on the contact center and digital customer experience.

Already this year, many CX leaders have achieved things they would never have thought possible – including meeting sudden, unprecedented customer demand for digital engagement. This has meant doubling down on customer-centric transformation, redesigning digital journeys, and rapidly embracing new processes and technologies.

But what lessons have brands learned along the way? And how do you entrench that ‘can do’ mindset, and make doing the impossible part of your everyday?

Join us for an exclusive roundtable discussion with Opus Research, Nuance and leading brands as we explore: 

  • How did we get here?  How customers changed their usage patterns and brands rapidly redesigned digital engagement channels.
  • What we have learned? Insights from the frontlines on how organizations have successfully built, implemented, and adapted in the face of adversity.
  • Where are we going? How brands are upgrading to embrace engagement across digital messaging channels coupled with security.
  • What’s next? How brands will leverage newfound agility with DIY capabilities.
  • Plus, an interactive Q&A with our panel of experts.



About the Presenters

Dan Miller, Founder and Lead Analyst, Opus Research

Dan Miller has over 25 years experience in marketing, business development and corporate strategy for telecom service providers, computer makers and application software developers. Dan founded Opus Research in 1985 and helped define the Conversational Commerce marketplace by authoring scores of reports, advisories and newsletters addressing business opportunities that reside where automated speech leverages Web services, mobility and enterprise software infrastructure.

As Director of the New Electronic Media Program at LINK Resources from 1980-1983, he helped define one of the first continuous advisory services in the information industry. He then held management positions at Atari, Warner Communications and Pacific Telesis Group (now part of AT&T).

Dan founded Opus Research, Inc. and published Telemedia News & Views, a highly-regarded monthly newsletter regarding developments in voice processing and intelligent network services. He served as Editor-in-Chief of The Kelsey Report, where he also oversaw the launch of advisory services on local online commerce, voice & wireless commerce and global directories.

Dan received his BA from Hampshire College and an MBA from Columbia University Graduate School of Business. He is a frequent speaker at industry conferences. He has been quoted in SpeechTek magazine, the Wall Street Journal, Wired.com, CommWeb and elsewhere. He has also provided commentary on CNN and TechTV.

Abhay Prasad, Senior Director, Product Management - Intelligent Engagement, Nuance