Author Archives
Derek Top, Principal Analyst & Research Director, Opus Research
Derek Top is Principal Analyst and Research Director for Opus Research, a diversified analyst firm tracking Conversational AI, Generative AI, and Conversational Intelligence technologies. For more than 20 years, he has been covering how transformative technologies improve businesses and the customer experience.
Prior to Opus, Top was senior editor and program director at GreenBiz Group. There he helped produce the VERGE conference series and wrote about how the convergence of mobile and information technologies are driving innovation for smart energy and sustainability.
Previously, Top served as senior associate editor with Optimize magazine and InformationWeek covering enterprise IT trends for CMP Media. Before joining CMP, Top was managing editor with Streaming Media, Inc.
Contact: [email protected]
Twitter: @derektop
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Optimizing the Customer Journey to Improve Revenue Outcomes
Join Opus Research and Invoca (Oct 16) to learn how connecting the buying journey data from click, to call, to conversion drives more revenue and customer lifetime value.
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Salesforce Pushes Forward with Gen AI: Introducing Einstein Service Agent
Salesforce’s fully autonomous AI agent represents an important leap for GenAI chatbots and the accelerated adoption of LLMs across business functions.
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Building a Practical GenAI Roadmap to Deliver Smarter CX
Introducing a comprehensive self-assessment framework to show how companies like Enghouse Interactive help contact centers develop a tailored roadmap for integrating AI functionalities effectively.
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How the Core Benefits of Generative AI Deliver Smarter CX (Webinar)
Identify first-order GenAI concerns and build a successful CX strategy to help you effectively prepare for practical AI customer care implementations.
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United Airlines, TXU Energy, and Memorial Hermann Among Opus Research’s 2024 Conversational AI Award Winners
Opus Research awards celebrate outstanding achievements in the application of NLU, Conversational AI, and Generative AI business use cases.
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Shaping the Future of Customer Care: Innovative Self-Service
This free whitepaper delves into the dynamic landscape of self-service customer care and Conversational AI, exploring the challenges, opportunities, and advancements that define its evolution.
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2024 Conversational Intelligence Intelliview: Leading Solution Providers in AI-Powered Insights
Opus Research’s 2024 Conversational Intelligence Intelliview details 18 solution providers’ technology differentiators, business impacts, and future vision for advanced LLMs and Generative AI.
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Upcoming Webinar with Interactions and Opus Research: Navigating the IVA Landscape
Join experts from Opus Research and Interactions (Tuesday, May 14) to learn how Generative AI optimizes IVA performance and maximizes ROI.
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Deadline Extended: Nominations for 2024 Conversational AI Awards
Past Opus Research Conversational AI award winners include Johnson & Johnson, USAA, TELUS, FedEx, Hyatt, and others – deadline extended to March 15th!
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Addressing the Threat of Deepfakes with Voice Biometrics (Webinar)
Join Opus Research, SymNex Consulting, and IngenID to gain insights and hear recommendations surrounding factors that ensure successful deployment of voice biometrics.