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Mila D'Antonio

Principal Analyst, Customer Engagement

Country USA

Experience 21+ years

MilaDAntonio_headshot
Mila D'Antonio is a principal analyst in Omdia'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 Omdia, formerly 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.

Analyst Articles

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  • Digital customer experience reaches tipping point

    Enterprise IT

    Digital customer experience reaches tipping point

    The digital customer experience has become the leading competitive differentiator in this new world. What may have been viewed as an idealistic aspiration a few years ago has become a necessity for continued survival.

  • Digital business agility is no longer a “nice-to-have”—it’s a necessity

    Enterprise IT

    Digital business agility is no longer a “nice-to-have”—it’s a necessity

    Now and in the coming months, businesses are going to become more reliant than ever on their digital strategies. Those that don’t have digital business agility will feel the effects, as their inability to sense and respond to customers’ changing needs will put them at a severe disadvantage.

  • Digital business agility is no longer a “nice-to-have”—it’s a necessity

    Enterprise IT

    Digital business agility is no longer a “nice-to-have”—it’s a necessity

    Staying relevant with customers requires businesses to gain a holistic picture into their journeys, accessing real-time and unified insights about customers, and engaging with them at the right time and right place.

  • The future of customer experience belongs to next-gen customer engagement platforms

    Service Providers

    The future of customer experience belongs to next-gen customer engagement platforms

    The future belongs to brands that can deliver an intelligent, contextual, and real-time data-driven experience that connects customers with what matters most, and to survive, enterprises must transform into intelligent organizations.

  • The CCPA will repair cracks in data governance capabilities

    Enterprise Technology IT

    The CCPA will repair cracks in data governance capabilities

    As the January 2020 compliance deadline for the California Consumer Privacy Act (CCPA) nears, consumers are closer to gaining direct control over the use of their data after they authorize access.

  • Cisco's acquisition of CloudCherry will position it at the center of customer journey management

    Enterprise Technology IT, Enterprise Services, Enterprise De...

    Cisco's acquisition of CloudCherry will position it at the center of customer journey management

    Cisco's intention to acquire CloudCherry will uniquely position it at the center of the newly emerging customer journey management category.

  • Salesforce Maps is the key to enabling AR experiences

    Enterprise Technology IT, Enterprise Services, Enterprise De...

    Salesforce Maps is the key to enabling AR experiences

    Salesforce has agreed to acquire location-based intelligence software MapAnything. Ovum believes the acquisition lays the foundation to build the complex architecture necessary to create the AR-enabled workplace.

  • Customer journey mapping is converging and growing

    Enterprise Technology IT

    Customer journey mapping is converging and growing

    The vendors that survive will be the ones that can provide a full suite of journey mapping, analytics, orchestration, and visualization and measurement tools to enable the aspirational and operational aspects of journey management.

  • Vendors must stop overhyping artificial intelligence

    Enterprise Technology IT, Enterprise Services, Enterprise De...

    Vendors must stop overhyping artificial intelligence

    As artificial intelligence matures and interest accelerates from forward-thinking enterprises that want solutions to real-world problems, it will become important for technology vendors to stop overhyping their AI offerings.

  • Enterprise collaboration tools enable workplace transformation

    Enterprise Technology IT, Enterprise Services, Enterprise De...

    Enterprise collaboration tools enable workplace transformation

    To proactively engage with customers at the right time and with the right messaging, organizations require end-to-end interaction supported by customer interaction analytics, processes, accountability, and empowerment to fix customer issues rapidly and as they happen, not after the fact. This means the entire enterprise value chain must be fully integrated and supported with near-real-time information. The front office, back office, and external networks should all work seamlessly toward a common goal.

  • Three prerequisites for omnichannel personalization

    Enterprise Technology IT, Enterprise Services, Enterprise De...

    Three prerequisites for omnichannel personalization

    Orchestrating intelligent, personalized omnichannel customer interactions requires three key actions: the ability to extract data from customer and third-party databases, the ability to analyze and proactively predict outcomes, and the ability to respond with the right interaction at the right moment with context.

  • Marketers may have new revenue targets, but first they need data management tools to succeed

    Enterprise Technology IT, Enterprise Services, Enterprise De...

    Marketers may have new revenue targets, but first they need data management tools to succeed

    Today's complex engagement environment is forcing enterprises to hold CMOs accountable for revenue targets for their teams for the first time. That means they’re responsible for acquiring customers, decreasing churn, and increasing lifetime value. The stakes for marketers and customer experience leaders are high; therefore, they must lay the foundation in preparation for this shift in business goals.

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

    Enterprise Technology IT, Enterprise Decision Maker

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

    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?

  • These seven considerations will help ensure chatbot success

    Enterprise Technology IT, Enterprise Decision Maker

    These seven considerations will help ensure chatbot success

    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.