George Skaff’s stories
Nuance and Apple are working together to bring customer service to Apple iMessage through Business chat

The Nuance Digital Engagement Platform supports Apple’s newly announced Business Chat Developer Preview feature in the iOS 11 beta Messages app. When Business Chat becomes publicly available in 2018, your business can use our platform to connect with customers on Apple devices to have personalized conversations, schedule appointments, and even complete purchases with Apple Pay. […]

Virtual assistants rise to the top before chatbots in the world of customer service

How can a virtual assistant win in a ranking of top chatbots? According to the new Forrester report, The Top 10 Chatbots for Enterprise Customer Service, “To truly meet a need for enterprise-grade customer service, chatbots (also called virtual assistants and cognitive agents) must be able to understand what a customer speaks or types, discern […]

trendy young man using live chat and VAs

What does it mean to be relevant to your customers? “Relevant” means applicable to, pertinent to, connected with the matter at hand. Your matter at hand is obviously your customers, and your offering should be applicable to them. If your brand claims to be customer-focused, then your offering should provide what is trending with customers […]

As technology advances, how will the role of the customer service professional change?

Customer service has been through many changes over the years, but the most rapid change has been in the past year or so with the dawn of new technology and ever-rising customer expectations. This chart from customer service influencer Blake Morgan illustrates the evolution of customer service and how technology has improved the customer experience […]

Even businesses need to indulge in spring cleaning efforts, as they do away with old customer service processes and make way for better ones.

There’s a book on the New York Times best seller list that’s all the rage in the U.S.: “The Life-Changing Magic of Tidying Up” by Marie Kondo. Why are Americans so hungry for a how-to guide to organize their home? A UCLA study found that middle-class Americans face a clutter crisis due to a continuous […]

As customer expectations evolve and technology advances, it’s time for businesses to get smart with their customer service practices to deliver exceptional experiences.

Last year, in 2016, the customer service industry focused on meeting customer expectations by progressing with innovations that enabled brands to be omniscient and omnipresent for their customers. Customer service solutions were enhanced to help the customer anytime on any device, all the while knowing the customer’s journey history. But now, in 2017, rather than […]

Nuance was recognized for its outstanding customer service technology at the 2017 Stevie Awards.

One of the perks of partnering with leading enterprises is that when they win, we win. (When we win, they win, too!) Last Friday at The 2017 Stevie® Awards for Sales and Customer Service held in Las Vegas, Nuance was recognized alongside several of our customers for innovation and excellence, and we’re still basking in […]

Using voice biometrics and virtual assistants together provides the most secure and easy customer experience online.

What are two things that bother you the most when contacting customer service? Chances are you would say having to remember your username and password for each account and being put on hold to wait for the next available representative. But with many brands, you will not have to experience those concerns anymore. You may […]