Sebastian Reeve
In his current role at Nuance as EMEA Director of Product Management and Marketing, he is responsible for defining and evangelizing the Nuance customer care proposition across Europe, the Middle-East and Africa – sharing how companies can create extraordinary automated experiences which their customers actively choose to use rather than simply tolerate and complain about.
Sebastian Reeve’s stories
The three top priorities for retail customer engagement strategies in 2023

As retailers head into 2023, they’re looking for new ways to meet growing customer experience expectations while increasing efficiency and boosting sales in an uncertain economic environment. In this article, we’ll look at the three biggest priorities for retail customer engagement leaders in 2023—and how a unified AI platform can help brands deliver in each […]

Business Reporter Interview: How retailers can embrace the future of engagement

Can digital customer experiences truly replicate the interactions retailers deliver in brick-and-mortar stores? I recently sat down with Rachel Hicks from Business Reporter to discuss this question and more as part of its “The Future of Retail” campaign. It was particularly interesting to talk about how the role of a brand’s website has changed in […]

The rise of hyper-personalized retail and changing consumer expectations

In December 2019, PSFK reported that 70 percent of customers expected retailers to offer them the same level of personal service, whether they were shopping online, on their mobile device, or in a physical store. Then the pandemic forced previously reluctant shoppers into unfamiliar online spaces. But once they arrived, they found a range of […]

Stay competitive in e-commerce with AI-powered CX

Imagine you recently found a pair of shoes online, but the color you wanted was out of stock in your size. But you really wanted those shoes, so you shopped around and found something similar on a competitor’s site. Sold. Whether we’re talking shoes, groceries, or any number of goods we now order online nearly […]

The “perfect launch.” When’s the right time to deploy your retail AI project?

This year’s AI Business Week Digital Symposium may be over, but there’s still so much to discuss from the sessions. I’ve been thinking back on the retail and e-commerce session I joined to talk about the progress the industry is making in AI. You can watch the session on demand now, to hear the full […]

How market-leading retail brands are using AI to thrive in turbulent times

As part of the 2021 AI Business Week Digital Symposium, I joined the AI in E-Commerce and Retail session to give my perspective on how market-leading brands are using AI to thrive in turbulent times. The panel was moderated by Chuck Martin, Editor of Strategic Content for AI Business, with presentations from Eden Zoller, Chief […]

Compelling conversations, part 4: Nuance and Australia’s IAG virtual assistant ‘Arlo the Koala’ wins APAC Stevie® Award

This week, Nuance took home another Stevie® Award, this time in the APAC region for our Innovative Use of Technology in Customer Service within the financial services industries for ‘Arlo’, Australian insurer NRMA’s virtual assistant. More than 100 executives around the world judged over 1,000 nominations from APAC organizations in the seventh annual Asia-Pacific Stevie® […]

Compelling conversations, part 3: How KPN’s service-focused digital transformation project redefined its contact center

It’s the classic question in customer service: how do you turn the contact center from a necessary yet expensive part of your organization into a source of value and exceptional customer experiences? As part of our Creating Compelling Customer Conversations series, I recently caught up with Mark Wessel, Product Owner for Conversational at KPN, to […]

Compelling conversations, part 1: Cabify launches versatile virtual assistant to create a new customer experience

As one of Spain’s biggest startup success stories, Cabify is rapidly becoming the go-to ride-hailing service for people in cities across Spain and Latin America. Cabify offers taxis, executive cars, electric scooters, and even helicopters for hire through its mobile app. In the last few weeks, the company has also introduced delivery services to help […]