Welcome to the latest issue of Nuance Innovation Quarterly. As we planned for this edition, little did we realize the remarkable events and changes that would happen to our world.
The current climate has brought about a new way of doing things – a new way of communicating, a new way of working, a new way of engaging. Not that the digital world is a new frontier – it’s not. But, even when social isolation is behind us, digital engagement of any kind will be the expectation as customers and businesses adjust and evolve into a new norm.
Presently, customer contact centers are at the forefront of this evolution, with organizations leaning heavily on automated virtual assistants and live human agents – who are in many cases now working remotely — to ease consumers’ concerns and communicate critical information. Never has customer engagement, particularly over digital channels, been so critical.
Organizations will need to create a new blueprint for a customer environment that reflects this new way of doing life—now and looking forward. We hope you find the articles in this edition helpful as you map out how to stay connected and engaged with customers, minimize disruption, and continue to meet new and unexpected challenges in the coming weeks and months.
Finally, I’ll leave you with a blog post from Robert Weideman, executive vice president and general manager of the Nuance Enterprise Division “Helping each other stay strong on the journey to the other side of COVID-19” – it’s an encouraging message as we all move forward. I hope you take the time to read it as well.
We’re in this together. As always, you can reach out to us any time at CXExperts@nuance.com.
Until next time,
GM and SVP, Intelligent Engagement Nuance Communications, Inc.
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