What’s Next blog

[...] work to reconnect with that original love affair. This is especially true in the world of customer service. Given the unrelenting demands of budget constraints, personnel changes, operational fires, [...]

[...] on the 2014 Nuance Customer Experience Summit in Miami, I shared that every aspect of customer service has changed in the last five years and the rate of change will only accelerate in the years [...]

[...] less valuable just because they’re past due? Should collections actually be considered a customer service? Those are the questions I’ve been trying to answer for most of the past 35 years, ever [...]

[...] is CES (especially for a first-timer), I learned an unexpected lesson about how critical customer service has become as a competitive differentiator. CES 2015 was spread across three different [...]

[...] Today the 2014 Opus Research Voice Biometrics Conference kicks off in London. This will be my second time in attendance at the VBC and I’m [...]

[...] The recent voice biometrics conference, organized by Opus Research and held in bustling London, delivered on its promise [...]

[...] Throughout the past year we’ve seen a number of successful voice biometrics launches in variety of applications and industries. With this in mind, we partnered with [...]

[...] and perception of customer service along with a damaging brand perception. In contrast, voice biometrics is overwhelmingly preferred by consumers – it’s easy and secure, and lets customers off the [...]

[...] on their smartphone. The Opus conference helped open our minds to a new generation of virtual assistants that can help quench our thirst, order a pizza or guide us through the setup of a home WiFi [...]

[...] the video to understand how Oracle Voice joins the ranks of other businesses that are using virtual assistants to streamline the mobile experience by revolutionizing day to day responsibilities for [...]

[...] users and cutting down steps it would otherwise take to complete tasks. For instance, virtual assistants like Florence can reduce a multi-stepped process into a single voice interaction for a [...]

[...] incredibly simple to navigate, compelling to engage and just really cool to use. Virtual Assistants that Serve Up Info, Content and Pizza Nuance brought a little bit of Hollywood to its CES [...]

[...] is that they also help build and support your brand. On average, the addition of a virtual assistant to a mobile app has been shown to increase NPS scores (measurement of a customer’s [...]

[...] way to bank while on the go. ING has leveraged Nuance’s Nina to debut the intelligent virtual assistant named Inge to its customers. Through leveraging Nuance’s industry leading natural language [...]

[...] CEO of Tangerine, shared how voice banking capabilities, including a conversational mobile virtual assistant and voice biometrics technology, are going to transform banking by driving new customers to [...]

[...] .  More clever cats! Meanwhile, Colorado has opted for the better mousetrap, offering a virtual assistant named Kyla who guides people through the process, answering questions as they come up. So, [...]

[...] inherently loyal. As it turns out, customer loyalty comes down to providing an effortless customer experience. In other words, when an organization is trying to drive customer loyalty, the customer [...]

[...] , I talked about strategies for collecting from the NOW customer without sacrificing the customer experience.  One key strategy here is using proactive engagement through digital channels, both to [...]

[...] assistant on the mobile banking app to further differentiate itself and improve the customer experience. Garanti was the first bank in EMEA to implement the virtual assistant Nina, which [...]

[...] reference number at the time the payment is made) is a best practice for improving the customer experience and avoiding the cost of their follow up calls. The post Reduce delinquency & deliver a [...]

[...] in October that it’d be the first bank to offer voice banking and touch ID through its mobile banking app. As my colleague Brett Beranek shared back in February, Gartner predicts that 30 percent of [...]

[...] to get my banking done so quickly… Yes, the remote deposit capture feature in my mobile banking app is very cool. So is my bank’s virtual assistant, where natural language [...]

[...] create a mobile voice experience that is convenient and easy to use. When logging in to a mobile banking app, customers typically have to recall and type in a PIN or password on a tiny smartphone [...]

[...] than 12.6 million customers, has recently deployed an intelligent virtual assistant on the mobile banking app to further differentiate itself and improve the customer experience. Garanti was the first [...]

[...] that are convenient, and that are backed by the latest technological advances. How has Nuance technology changed your app? The presence of Nuance’s technology in the PrognoCIS iPhone app: Ensures [...]

[...] , et al. The Quality in Australian Health Care Study. Med J Aust  1995; 163: 458-71. How has Nuance technology changed your app? When it comes to medical dictation, physicians know Nuance speech [...]

[...] provided by Nuance and create something meaningful for our Centricity users. How has Nuance technology changed your app? Nuance cloud-based clinical speech recognition drives the entire [...]