Greg Pal’s stories
As companies are moving from delivering “ordinary” customer service to offering “extraordinary” experiences, Nuance customers stand out for their innovative approaches to self-service.

When I was looking ahead to 2016 and forecasting the advances we’d see in the world of customer service, one theme that I expected was a radical shift in expectations and experiences. I was convinced we’d see companies moving from delivering “ordinary” customer service to offering “extraordinary” experiences. Specifically, I felt we’d see transformation in […]

2016 is the year ordinary becomes extraordinary for customer service and the call center.

As I said in my last post, 2015 was quite a year for Nuance and for the industry as a whole as Conversational IVR became the new standard for automated phone experiences, reactive virtual assistants became proactive virtual advisors, and self- and assisted-service converged. We also saw artificial intelligence enter the conversation for customer service […]

Intelligent self-service continued to transform customer service in 2015 and we’ve seen glimpses of what artificial intelligence will look like in the future.

About a month ago, we had our 2015 Nuance Customer Experience Summit in New Orleans. More than 125 customer service leaders from more than 60 companies assembled to discuss the profound impact technology and rising customer expectations are having on their businesses. Disruption was a major theme throughout those discussions. In my remarks, I pointed […]

Is SpeechTEK headed in two directions? Virtual agents and omnichannel customer experiences versus speech technologies.

I attended the SpeechTEK conference in New York City last week and I can’t help feeling like it’s the end of an era for this long-running event. This year SpeechTEK turned 20. As they describe on their web site, “through the years, we’ve seen so many exciting changes in the industry, from the 90’s when […]

Artificial intelligence and self-service can drive better customer experiences and reduce call center costs

Earlier this year, I predicted 2015 will be the year artificial intelligence enters the conversation for customer service. Two months into the year, we already see this becoming a reality for businesses today. For instance, Deloitte Consulting has recently shared best practices on how to evaluate what artificial intelligence can do for your business, including […]

Nuance wins 6 Stevie Awards for Sales & Customer Service

For the second year in a row I had the pleasure of attending the Stevie® Awards for Sales and Customer Service this past Friday evening in Las Vegas. The event is focused on recognizing organizations worldwide that are making a positive impact on the sales, customer service and call center industry. It was wonderful to […]

Fall back in love with customer service.

I just finished reading The Business Romantic by Tim Leberecht. In the inside cover of the book, it explains that “business [often] seems divorced from the full expression of our humanity. For many of us, something is missing, something both essential and immeasurable that lets us see the world with fresh eyes every day: romance […]

Last week, I attended the International Consumer Electronics Show (CES) in Las Vegas for the first time. I was there supporting Nuance’s presence at the show, mostly talking about virtual assistants for our connected world but also discussing how Nuance’s technologies and solutions are permeating nearly every aspect of our connected lives. While I spent […]

Intelligent self-service will transform customer service in 2015, including Conversational IVR, proactive virtual advisors, and converged self- and assisted-service

It’s that time of year again when we reflect on the past, like my colleague Will Cousins did with his recent 2014 in review post, and we look forward with anticipation to a new year. In my reflections on the 2014 Nuance Customer Experience Summit in Miami, I shared that every aspect of customer service […]

2014 Nuance Customer Experience Summit Miami

Last week, over 100 customer leaders from nearly 60 companies gathered at the Trump National Doral in Miami for our Nuance Customer Experience Summit (CES).  This was our third major CES event of 2014 – following our events in London and Palm Springs earlier in the year – and was our best one yet!  Attendees […]

Effortless self-service inspires customer loyalty

A decade ago, self-service meant clunky, error-prone options like self-checkout lanes at the grocery store that never recognized your purchase in the bagging area and complicated automated phone systems that put you in a never-ending loop of frustration.  When trying to win customer loyalty, their creators definitely didn’t take into consideration any of the tried-and-true […]


Customer service has a much greater impact on consumer buying decisions than ever before. In the era of instant information, consumers have easy access to greater choice about where to do business. And, influenced by innovation across the breadth of their business relationships, they have higher expectations for the convenience, consistency, ease and speed of […]

Earlier this week, over 100 customer service professionals across leading brands gathered in sunny Palm Springs, CA for our 2014 Customer Experience Summit. Primarily, the conference served as a forum for our clients to meet and discuss the challenges they face communicating with their customers in a world defined by budget cuts and rising consumer […]

Last Friday evening, I had the pleasure of attending the 2014 Stevie® Awards for Sales and Customer Service ceremony in Las Vegas and was able to meet customer service and sales leaders across a number of industries.  Everyone I spoke with at the event agreed that there’s a need to change how we approach customer experiences when […]

I’m excited to share the news announced by Nuance this morning that we signed an agreement to acquire Varolii, the leading provider of cloud-based outbound customer engagement solutions.  This acquisition will strengthen and accelerate Nuance’s multichannel strategy, creating a comprehensive cloud-based solution that unites the best of inbound and outbound customer service. Varolii will bring […]