The customer engagement technology space has seen a lot of change over the last ten years which can be mostly summed up by the moves to bring together operational and customer experience technologies to help brands do more with less: better, faster, cheaper. My journey during this change has been from back-end customer data, modelling and segmentation projects to front-end next best actions, intent classification and self-service technologies. Deriving insights from back-end systems only provides half the picture. The best way to find out what a customer needs is to ask them, in a conversational and contextual way. That’s what we’re helping brands do round-the-clock at scale with the Bold360 customer engagement platform. Simultaneously reducing cost-to-serve while improving customer experience metrics by increasing contact resolution speed for customers and agents across all channels.