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 D2C opportunity: why manufacturers need to focus on CX

In 2019, Barclays Corporate Banking reported that UK manufacturers could make £13 billion over five years from introducing direct-to-consumer (D2C) sales to their channel mix. But the reality has been far more lucrative. The unexpected and ongoing disruption of COVID gave many manufacturers the opportunity to experiment with D2C as an alternative revenue stream while […]

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-personalised 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 […]

Meet four banks making smart use of conversational AI

Did you know that UK’s smart speaker adoption rate nearly tripled over the last two years? It’s estimated that at least 38% of the nation’s adults owned one by the start of 20211. What’s more, Siri alone now fields 25 billion requests each month across the Apple ecosystem2. Such statistics confirm our lived experience: Conversational […]

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 […]

Nuance and Australia’s IAG virtual assistant ‘Arlo the Koala’ wins APAC Stevie® Award

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 organisations in the seventh annual Asia-Pacific Stevie® Awards, which are […]