Author Archives
Derek Top, Principal Analyst & Research Director, Opus Research
Derek Top is Principal Analyst and Research Director for Opus Research, a diversified advisory firm tracking how AI, LLMs, and advanced technologies are impacting customer experiences and enterprise applications. For more than 20 years, he has been covering technology innovation and spearheading analysis about how Conversational AI and Conversational Intelligence technologies transform businesses and reshape customer experiences.
Previously, Top served as senior associate editor with Optimize magazine and InformationWeek covering business technology and enterprise IT trends for CMP Media and UBM. Before joining CMP, Top was managing editor with Streaming Media, Inc. Prior to Opus Research, he was senior editor and program director at the Trellis Group. There he helped produce the VERGE conference series and wrote about how technology convergence drives innovation for smart energy and sustainability.
Contact: [email protected]
Twitter: @derektop
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Adaptive Digital Onboarding: Key to Building Customer Lifetime Value
Daon’s unique approach enables enterprises to manage customer identity and authentication throughout their lifecycle and across channels with minimum friction and maximum assurance.
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Fulfilling Conversational AI’s Promise in Your Contact Center
Uniphore’s Vijai Shankar joins Opus Research in this video discussion of the major impact of AI and automation on employee and customer experiences.
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Opus Research Report: “2021 Conversational Intelligence Intelliview”
Opus Research evaluates the products, services, positioning and potential of eleven firms that show leadership in helping enterprises surface insights from first-party data and make the most of Conversational Intelligence.
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Webinar: “Making Bots Both Affective and Effective”
CX and Customer Care professionals are clamoring for solutions that make voicebots and chatbots more “affective” as an “Emotional AI” solution. What could go wrong?
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Webinar: “The Age of Voice Innovation, Part I: Attributes of the New Engine”
Join Opus Research and LumenVox for a lively discussion (Tuesday, Sept 14) of how dramatic improvements in automatic speech recognition are shaping the voice channel.
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Zoho Proves That “Business Intelligence” Is Not an Oxymoron
The recent release of Zoho Business Intelligence (BI) Platform strikes a great balance between automation for data prep and AI for conversational queries and predictive analytics.
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Webinar: “Managed Customer Engagement – A Disruptive Way Forward for CX”
In this webinar (August 19), Opus Research and [24]7.ai discuss specific techniques for how “Managed Customer Engagement” helps reduce costs, increase automation, and expand digital channel adoption.
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The Power of The 3 A’s: Automate, Authenticate, and Analyze
Sestek’s full-stack of speech processing technologies enable organizations to increase efficiency and performance by capturing conversational insights to improve business flows.
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Webinar: Digital Onboarding – The Gateway to Secure Remote Commerce
Join Opus Research for a conversation with executives from Daon (July 28th) to hear how identity proofing and onboarding can make or break the modern customer experience.
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Opus Research Report: “How to Thwart Fast-Changing Fraud Workflows”
Applying AI and biometrics-based authentication to thwart fraudsters helps build trust between companies and their customers while minimizing burdens on contact center agents and fraud investigators.