Does voice answer the call for a better customer experience?-Reference-Cited by-同舟云学术

Does voice answer the call for a better customer experience?

Published:2018-05 Issue:5 Volume:2018 Page:7-9
ISSN:0969-4765
Container-title:Biometric Technology Today
language:en
Short-container-title:Biometric Technology Today

Author:

Beranek Brett¹

Affiliation:

1. Nuance

Abstract

Customer experience has become the main point of competition for most organisations today. So what is it that consumers now want? Increasingly, they are time-poor and faced with an ever-growing number of touchpoints in their daily lives, so they are clearly looking for greater convenience and choice in the ways in which they communicate with a business.

Publisher

Mark Allen Group

Subject

Electrical and Electronic Engineering,General Computer Science

Link

http://www.magonlinelibrary.com/doi/pdf/10.1016/S0969-4765%2818%2930068-7

Reference4 articles.

1. ‘New Global Study Reveals Customer Service and Channel Preferences of More Than 24,000 Consumers Across 12 Countries’. 26 October 2016. Verint Research. https://www.verint.com/press-room/2016-press-releases/new-global-study-from-verint-reveals-customer-service-and-channel-preferences-of-more-than-24000-consumers-across-12-countries.html. Accessed April 2018.

2. ‘CX Transformation Benchmark Study – Business Wave’. 2017. NICE inContact. http://www.niceincontact.com/call-center-resource-finder/2017-incontact-cx-transformation-benchmark-study-business-wave.

3. ‘Biometrics used for improved security and customer experience’. 20 March 2017. CNN Money. https://www.youtube.com/watch?v=zpjV4m3fUCw. Accessed April 2018.

4. ‘Improve Security Without Compromising User Experience’. 8 November 2017. Forrester webinar. https://webprod.forrester.com/staticassets/forresterDotCom/Webinars/2017/11/ppt/Webinar_110717_Spiliotes_Cser.ppt.

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