Christina McAllister is a senior analyst at Forrester who helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. McAllister’s research focuses on the technologies that enable and augment the customer service agent. These include customer service cloud platforms and applications, AI-infused agent workspaces, conversation intelligence, and digital engagement channels. Her research also explores how AI is transforming contact center operations and the agent experience.
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