Designing effortless customer journeys
When the road less traveled is not necessarily the best path forward
April 11, 2019
Getting your organization “in the know” with speech analytics
What you don't know, won't hurt you...or will it?
April 9, 2019
Advance your IVR to the Final Four
Four ways to beat the competition and increase customer satisfaction
April 5, 2019
Strength in numbers: Band together to excel in fraud prevention
Insights into the telco carrier battle against fraud
April 3, 2019
No joke: Customers don’t like chatbots
Why chatbots fail and what to do about it
April 1, 2019
Creating better customer experiences & delivering savings by expanding beyond containment
March 28, 2019
Keto or Atkins? IVR or Voice bots?
The similar names of voice-enabled customer service solutions
March 26, 2019
Keeping up with the fraudsters
A fraud prevention success story from Royal Bank of Scotland
March 21, 2019
Spring cleaning the contact center
How technology and common sense can “spark joy” in the contact center
March 20, 2019
How to avoid the doom and gloom of a chatbot’s future
How to successfully implement a chatbot
March 12, 2019
Nuance wins big at 2019 Stevie Awards
The winning proof of digital transformation
March 7, 2019
Creating a bionic contact center agent
Why agent satisfaction is the new KPI contact centers should pay attention to
March 5, 2019
Building trust with a virtual assistant voice
Finding a voice for your brand that builds credibility and trust with your customers
January 22, 2019
2019 AI Predictions from Nuance
2019 is the year we’ll start to see a lot of the AI startups fade away.
January 3, 2019
Rankings show banks are doing well – are you keeping up?
Customer experience in banking: Three omni-channel recommendations for improving now
December 18, 2018
How big is your AI imagination?
Enterprises in the Age of AI must now re-imagine customer engagement
December 11, 2018
“How many ounces in a cup?” or “Show me pictures of a pup.”?
Context and the human condition matter in Conversational AI
December 6, 2018
Seamless customer experience is critical. But it’s not always easy.
Four lessons learned from the Forrester Customer Experience Forum
November 20, 2018
Television viewing is no longer a one-way street
The future of interaction with your favorite screen in the house
November 15, 2018
Bot vs spouse: How much do customers talk to chatbots?
How much do customers talk to chatbots?
November 7, 2018
Apple Business Chat momentum grows, allowing consumers to message with their favorite brands
Apple Business Chat momentum grows
October 12, 2018
Ask the expert about customer engagement innovation
Expert videos on customer engagement innovation
October 10, 2018
Predict why customers engage? It’s no fantasy
Let AI and prediction create amazing customer experiences
October 2, 2018
Why RCS Business Messaging might be the next big thing
Introducing a new way of customer engagement for messaging channels
September 17, 2018
Do you and your chatbot need therapy?
3 issues to work out in your brand’s chatbot relationship
September 6, 2018
What does it really mean to optimize customer experience?
Continuous optimization for digital solutions
August 28, 2018
Virtual or real? Or both?
How do you know whether a customer would benefit from a virtual assistant or human agent?
August 20, 2018
Leave the IVR hold line behind
Give your customers a way out of the line with IVR-to-digital
August 16, 2018
The fraudsters are coming!
How to combat contact center fraud attacks
August 14, 2018
Do you need “expert conversations” in your automated customer service interactions?
Designing complex, automated customer service conversations
August 8, 2018
The pursuit for better customer conversations
Why AI is so important to customer engagement
July 24, 2018
World Cup teaches lessons on service
Learn from soccer to provide "the great service" to customers
July 13, 2018
Biometric authentication reduces friction and cuts fraud
Contact center identification and verification use cases, using voice biometrics
July 9, 2018
How Opus is helping organizations simplify their communication strategy
Recommendations for the best Enterprise Intelligent Assistant technology
July 2, 2018
Forrester’s New Wave™ report reveals the reality about current AI technology
How artificial intelligence becomes the dream for a better life
June 19, 2018
Change, and the case for continuous optimization
Continuous optimization is critical to competitive customer experience programs
June 13, 2018
Here’s how you give your customers their time back!
New Nuance survey reveals how consumers want to connect with you
May 30, 2018
5 best practices for healthcare providers: Automating appointment management
What it takes to deliver fewer no-shows, deeper patient engagement and greater ROI
May 23, 2018
Now’s the time to reevaluate the role of voice
Voice innovations that power great customer experience
May 17, 2018
English Language Day: Thoughts on the conundrum of linguistics
Using intelligent linguistics to speak to your customers
May 10, 2018
Offer great customer service for everyday loyalty
Loyalty Day comes once a year, but businesses must think loyalty every day
May 1, 2018
It’s more than IoT. It’s EoT.
The Engagement of Things is how organizations engage with today’s customers
April 17, 2018
Let’s address the elephant in the contact center
Why managing a contact center can be challenging nowadays
March 15, 2018
Oh! I know! I know! – Proactive voice interfaces: Part III of “What’s left to tackle in voice technology”
Proactive voice interfaces and how to make the agents smarter
March 2, 2018
How the machines will adjust to us: A short story about “conversational AI” growing up
The evolution of conversational artificial intelligence
March 1, 2018
Love in the Age of AI
Making customer experiences easier to love with AI
February 14, 2018
Gold standard vs. good enough
How to make all your customer service channels podium-worthy
February 9, 2018
No stone unturned: Reducing risk in digital government optimization
Look at other industries and countries for some assistance with virtual assistants
February 8, 2018
Why Punxsutawney Phil should not be the norm for prediction in customer service
Learnings from legends for predictive customer engagement
February 2, 2018
Be the MVP for Super Customer Service
Look to the Super Bowl for improving customer engagement
February 1, 2018
Nina for Google Home: The ultimate enterprise smart home hook-up
Nina for Google Home Extends AI-Driven Customer Service to the Popular Smart Home Device
January 30, 2018
Finding the right tools for DIY IVR
IVR self-service has never been easier
January 23, 2018
Become the psychic for your customer service
How artificial intelligence can be used to predict your customer’s intent
January 19, 2018
It’s time to get to know your customers better with actionable data insights
Celebrating "Get to Know Your Customers Day" via speech analytics
January 18, 2018
Can cyber criminals “compromise speech recognition systems with ease”?
A response to a study on voice biometrics and speech recognition
January 9, 2018
2018 predictions: Five ways AI will make you love customer service this year
AI and customer service predictions for 2018
January 5, 2018
Over and Out – Moving beyond the walkie-talkie voice interface: Part II of “What’s left to tackle in voice technology”
One day we’ll view smart speakers as a sentimental technology
January 3, 2018
But first, champagne
Reflecting on our 2017 New Year’s resolutions: How did we do?
December 22, 2017
The potential of artificial intelligence when harnessed by the Enterprise
A closer look at the 2017 AI World Conference in Boston
December 21, 2017
How artificial intelligence is helping you get closer to owning your dream droid
What it means to understand human language
December 14, 2017
Scratching the surface: Healthcare needs to build on its intelligent omni-channel achievements
Payers and exchanges are leveraging digital and proactive engagement with success
December 13, 2017
Happy Birthday to you, SMS! Now, about those crow’s feet…
SMS messaging turns 25 years old next week. It’s past due for a facelift.
December 1, 2017
Hey, bankers…curb your enthusiasm!
What a grumpy old man wants in a digital banking experience
November 22, 2017
Buffalo buffalo Buffalo buffalo buffalo buffalo Buffalo buffalo: Part 1 of What’s left to tackle in voice technology
Automatically generating dialog for conversations is a complex problem to solve.
November 21, 2017
We knew it all along…
Reflections on the Ovum SWOT assessment of Nuance Digital Customer Engagement Platform
November 15, 2017
Hear ye! Hear ye! Speech delivers!
Research shows speech-based conversational IVRs deliver higher performance
November 14, 2017
Analytics as the Trojan horse to better customer experiences and contact center efficiency
Opening the gates to the city: 3 quick hits
November 10, 2017
How to catch a social butterfly
The challenge of collapsing channels for unified customer service
November 9, 2017
Preparing for the “next one”: The importance of emergency outbound communications
Now is the time to assess your ability to communicate with residents and responders
November 7, 2017
How to have a secure conversation in digital channels
Stolen passwords and fraud: What are you doing to protect yourself while increasing CSAT?
November 6, 2017
Spring forward or fall back?
Saving your customers time with tailored customer experiences
November 3, 2017
What you think you know about biometrics is wrong
Misconceptions of biometric security
November 1, 2017
Boo! Scary customer service practices that make us scream
Avoid scaring customers with poor use of technology
October 31, 2017
There is a new engagement in town.
Messaging is convenient, timely, and what today’s consumers want. Are you ready?
October 19, 2017
Artificial Intelligence: What’s hot beyond buzzwords…
Reflections on AI Summit, San Francisco
October 17, 2017
As you wish. An inconceivable way of serving customers.
Customer service that meets (and exceeds) customer service expectations
October 13, 2017
Rules of customer engagement: 5 tips on how to create a meaningful customer experience
Better customer experience through building relationships
October 12, 2017
So many possibilities with Artificial Intelligence applications!
Insights and impressions from the world’s leading AI innovators
October 11, 2017
Nuance customers around the globe score big with Intelligent Assistants awards
Nuance and its customers named shining examples of virtual assistants
October 5, 2017
Much ado about bots: How to choose the right enterprise virtual assistant
What do large enterprises require in a virtual assistant?
September 28, 2017
How to be a good neighbor: The most impactful mobile customer service for insurance brands
Providing mobile customer service for insurance brands
September 25, 2017
Everyone wins: Ending the rivalry between security and convenience
Involve the security team when implementing biometrics
September 20, 2017
Waiting on hold will soon become a thing of the past
AI: bridging the gap between consumer demands and strained contact centers
September 18, 2017
Predicting the Emmys is hard; predicting customer engagement shouldn’t be
Use prediction, powered by AI, to improve your customer’s experience.
September 15, 2017
Unleash your IVR’s hidden potential: Driving digital adoption
How IVR can help customers use their preferred digital channel
September 13, 2017
Are grandparents the overlooked generation of consumers?
How to provide modern customer experience for older consumers
September 8, 2017
Don’t settle: Looking past your own industry is often the key to great customer experience
The Temkin Experience Ratings remind us that all verticals are not created equal
September 5, 2017
Nuance supports Apple’s newly announced Business Chat Developer Preview
Soon your business can use our platform to connect with customers on Apple devices
August 30, 2017
The AI of “Terminator” – fact or fiction?
Will AI ever rule the world?
August 29, 2017
Why does a biometric rollout fail?
Lessons learned from the leader in voice biometric rollouts
August 22, 2017
Applying the wisdom of the ages to modern collections technology
Old proverbs offer sage advice to virtual collectors
August 15, 2017
Are you missing out on key customer insights?
Using analytics to uncover hidden insights in your customer data
August 11, 2017
J.D. Power warns mortgage servicers not to lose focus on the customer experience
Must servicers forgo profits to improve satisfaction? Not if they have the right technology
August 8, 2017
Better together: The optimal partnership between virtual and human-powered customer service
Learn and grow smarter, Part IV
August 4, 2017
The magic of an enterprise-ready virtual assistant: Learn and grow smarter, Part III
How to build a magical enterprise-ready virtual assistant
July 31, 2017
How do brands find the needle in a haystack full of chatbots? Learn and grow smarter, Part II
Bots, chatbots, virtual assistants – what’s the difference?
July 27, 2017
Bridge the phone and digital experiences for superior service
Nuance IVR to Digital makes it easy to shift callers from the IVR to digital channels.
July 24, 2017
The tan will fade, but the memory of the experience will last a lifetime…
Meeting travel-customer expectations for digital customer experience during summer vacation
July 19, 2017
Secrets to a successful omnichannel strategy
Start at the very beginning – the customer journey
July 17, 2017