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About Mila

USA

+18 years experience

MilaDAntonio_headshot
Mila D'Antonio is a principal analyst in Ovum's Customer Engagement Team. She specializes in customer experience, customer loyalty, social media, digital marketing, employee engagement, and the Internet of Things (IoT). Mila provides analysis and insights into contact center management, culture strategies, and digital and traditional marketing engagement.
Prior to joining Ovum in January 2017, Mila was editor in chief at 1to1 Media, where she led the editorial direction of the website and weekly newsletter content. She also led 1to1 Media's two annual awards programs: The Customer Champions Awards and the Customer Experience Excellence Awards.

Mila is a member of the Customer Experience Association (CXPA) and has received industry awards from the Society of Professional Journalists, the American Society of Business Publications Editors, and Folio. She is a graduate of the University of Pittsburgh.

Events Mila is speaking at

06 Nov 2017

California , USA

Conference

Dreamforce

Presenters:
  • Nicole Engelbert
  • Mila D'Antonio
  • Jeremy Cox
  • Laurent-Olivier Lioté

Analyst Articles

Articles by Mila

  • IT, Enterprise Decision-Maker

    These four trends are contributing to the rise of video as a customer engagement tool

    By Mila D'Antonio 07 Sep 2017

    As video consumption accelerates, it’s clear that it is becoming a critical tool for enterprises to nurture and retain customer relationships. But what is contributing to the rapid rise in the delivery and consumption of video?

  • IT, Enterprise Decision-Maker

    Here are 5 common chatbot misconceptions

    By Mila D'Antonio 31 Aug 2017

    As more brands recognize the initial potential of chatbots for automating routine support activities and containing costs, we’ll see rapid adoption and deployment of them over the next few months. Here are five common chatbot myths to dispel.

  • IT, Enterprise Decision-Maker

    A customer-centric CSM team is vital for long-term growth

    By Mila D'Antonio 12 Jul 2017

    Customer success managers have a remit to manage the CSM function and help their CSM teams actively manage their customers to ensure their success, decrease churn, and increase revenue and advocacy.

  • IT, Enterprise Decision-Maker

    These seven considerations will help ensure chatbot success

    By Mila D'Antonio 10 Jul 2017

    AI-assisted chatbots are poised to bring tremendous innovation in the way brands connect with customers. To ensure chatbot utilization and CX optimization, enterprises should make these considerations.

  • IT, Enterprise Decision-Maker

    Five ways customer service can make the most of artificial intelligence

    By Mila D'Antonio 06 Apr 2017

    Artificial intelligence is playing a vital role in a wide variety of companies and lines of business, including customer service. Enterprises that follow these five overarching themes when deploying AI into their customer service organizations should successfully meet customer and employee expectations.

  • IT, Enterprise Decision-Maker

    Repair the data disconnect to gain a holistic view

    By Mila D'Antonio 10 Mar 2017

    The most effective engagement strategies are those that incorporate online and offline elements into a cohesive package that elicits a desired behavior from the consumer. To engage with accurate information and relevant communications at critical moments throughout the customer journey, enterprises must follow these three imperatives.

  • IT, Enterprise Decision-Maker

    Repair the data disconnect to gain a holistic view

    By Mila D'Antonio 10 Mar 2017

    The most effective engagement strategies are those that incorporate online and offline elements into a cohesive package that elicits a desired behavior from the consumer. To engage with accurate information and relevant communications at critical moments throughout the customer journey, enterprises must follow these three imperatives.

  • IT, Enterprise Decision-Maker

    The time to act on IoT and wearable data is now

    By Mila D'Antonio 24 Feb 2017

    The emergence of digital technologies like wearables, beacons, and devices connected to the Internet of Things is creating new data streams and more relevant insights, making enterprises agile, efficient, and proactively responsive to customers. The enterprises that put the processes and technologies in place to quickly act on the data generated by connected devices for the benefit of customers will gain strategic advantage.