Christina is a senior analyst at Forrester helping customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. Her research focuses on the technologies that enable and augment the customer service agent in today's digital-first world. These include customer service cloud platforms and applications, AI-infused agent workspaces, conversation intelligence, and digital engagement channels. Her research also explores how AI is transforming contact center operations and the agent experience.

Ted Burke is VP of Product at ASAPP. He heads up the product management and design teams, leading the charge in developing innovative AI & Machine learning products for the contact center. His overriding mission is to build and scale the products that confidently end bad customer service. Prior to ASAPP, Ted worked at a digital agency where he led digital initiatives for organizations in telecommunications, fintech, health, and higher education.