Daniel Hong - Forrester Research - AI, Automation, and CX in 2020

Daniel Hong is VP & Research Director, Digital Customer & Collaboration Practice and Healthcare Practice at Forrester Research, based in San Francisco. In this episode Daniel explores his thoughts on RPA, AI, automation more generally, and how roles and responsibilities are changing in the CX environment. He also looks ahead to CX trends worth watching in 2020. www.forrester.com www.linkedin.com/in/danielhong1