Dan Miller of Opus Research: The customer engagement model is becoming a conversation
b'Conversations are eating apps\\u2019 lunch. That was a statement made by Twilio founder and CEO Jeff Lawson at their annual user conference, Signal. That statement, along with a few others from his talk, stayed with me for a while, and eventually led to an article I wrote as part of a thought leadership series the company is currently featuring. While I was at the conference I had the pleasure of speaking with Dan Miller, founder and lead analyst of Opus Research. Dan is one of the pioneers in researching communications technology and how its used in the enterprise, particularly when it comes to the call center and how customer service.'