Daniel Hong

Vice President, Research Director

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How Carbon Redefined Customer Service In 3D Printing

Daniel Hong October 24, 2018

We recently published a case study about Carbon, a 3D printing company known for its innovative technology and, now, its proactive customer service model. Over the course of several months, we spoke with the Carbon team and asked them how they use IoT data that streams from their printers to predict customers’ problems before they […]

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Tennis And Digital Transformation: Connecting The Dots

Daniel Hong June 11, 2018

Over the past two weeks, we’ve been inundated with the various highlight reels from the French Open, showcasing killer baseline winners, huge first serves, and wicked topspin shots — a constant reminder of how the game of tennis has evolved over the past 50 years. Today’s faster, more physical game is slugged out on the […]

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Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

Daniel Hong November 9, 2017

The promise of artificial intelligence (AI) has permeated across the enterprise giving hopes of amping up automation, enriching insights, streamlining processes, augmenting workers, and in many ways making our lives as consumers, employees, and customers a whole lot better. Senior management salivates over the exponential gains AI is supposed to deliver to their business. Kumbayah […]

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