John Dionne
John is a Director in Nuance’s Professional Services organization, responsible for Business Consulting and Continuous Optimization Services. He has over 25 years of experience in the customer care and consulting space and has worked with and provided guidance to numerous organizations as they seek to transform and optimize the way they do business and offer service to their end customers. John holds an Honours BA from Wilfrid Laurier University in Waterloo, Canada and resides in Kitchener, Canada, with his wife and two sons.
John Dionne’s stories
Beyond Containment

Earlier this year I had the opportunity to speak at Nuance’s annual Customer eXperience Summit on the topic of Continuous Optimization – a process that improves performance of deployed applications while enhancing the customer experience and growing operational savings. One of the key strategies by which contact centers can continuously optimize their performance is in measuring […]

Change, and the case for continuous optimization

Change is a constant part of our lives and influences everything we do. At times, the pace of change can seem slow, but when you take a few moments to look back and reflect, it’s easy to see just how much change can happen over a relatively short period of time. From a customer care perspective, much […]