About the Authors
As part of customer engagement team at Omdia, Mila D’Antonio covers technology that enables connected customer experiences (CX) across the enterprise, with a specific interest in customer engagement platforms, customer data platforms, customer journey orchestration, and intelligent automation.
Mila provides analysis of the key developments in customer engagement applications, data management for enhanced CX, and emerging technologies that improve customer interactions and enables personalized, relevant engagements. She also writes on adjacent developments in the broader contact center market, digital transformation, mixed reality technology, and digital marketing. Prior to joining Omdia, formerly Ovum, in 2017, Mila worked as editor-in-chief at 1to1 Media. In addition, she holds a degree from the University of Pittsburgh where she studied English, journalism, and political science.
Charles Juniper works in Omdia’s Global Financial Services Technology team, specializing in the impact of new technology on the global insurance industry. He has worked with multiple insurers and vendors supporting their specific research needs.
Charles has more than 15 years’ analyst experience examining the life, P&C, and commercial insurance sectors in Europe, North America, and emerging markets. His key areas of expertise are around the role of AI, machine learning, and IoT within the global insurance sector; the digital transformation of insurance carriers; and insurance-focused outsourcing and BPO. Charles also has 10 years’ experience of corporate strategy development at BT, with a focus on IT services development, outsourcing, and acquisitions. Charles Holds a Bachelor of Engineering degree in electronic engineering from the University of Liverpool and an MBA from The Open University.