Foundations for a Successful Digital-First Channel Strategy

Customers expect to be able to communicate with brands on their channel of choice, at a time that is convenient for them. Yet, there is often a dissonance between customer preference and the engagement channels that businesses are investing in.

View this interactive session with Jason Valdina, Senior Director of Digital-First Engagement Channels at Verint, featuring guest expert Julie Ask, Principal Forrester Analyst and Author of the Forrester Moments Map, to learn:

• How to make strategic decisions about which customer engagement channels you should invest in.
• Expert insight on decision frameworks that can inform an omnichannel approach that is right for your industry and customer base.
• Best practices for developing engagement channels that balance consumer preference with operational efficiency.

Presenters

Julie Ask
Vice President, Principal Analyst, Forrester Research

Julie serves eBusiness & Channel Strategy Professionals. Her nearly 30 years of work experience is balanced between the engineering and management consulting work she did in the first half of her career and her work as an analyst for the past 17 years.

Jason Valdina
Senior Director, GTM Strategy, Digital-First Engagement Channels, Verint

Jason is an accomplished digital strategy and customer experience professional and is the Senior Director of Digital-First Engagement Channel Strategy at Verint, a customer engagement software solutions provider based in New York.