October 2009 - Customer Experience Experts Blog

Sort by: Most Recent | Most Viewed | Most Commented

Beam me up Scotty: Will we ever reach the speech recognition capabilities we saw on Star Trek?

I've watched speech technology develop for more than 20 years. Like you, I've seen a lot of advances. Trivial by today's standards, some 20 years ago early commercially viable speech recognition systems just recognized yes/no in response to...

Published 10-29-2009 11:20 AM by Lauren Hodgson
Man vs. Machine: How do people prefer to get customer service?

Companies worldwide will spend more than $100 billion in customer care in 2009. Despite the significant investment companies are making, consumer satisfaction rates for customer care are extremely low. When it comes to self-service options by phone, a...

Published 10-08-2009 3:35 PM by Nuance Expert TIPS

Filed under: customer experience, self-service, mobile phones, mobile care