Tony Lorentzen
Tony has more than 25 years of experience in the technology sector, spending the last 17 with Nuance where he is currently the SVP of Intelligent Engagement Solutions within the Enterprise Division. Before that he served as the leader of several teams at Nuance including Sales Engineering, Business Consulting, and Product Management. A proven leader in working with the cross-functional teams, Tony blends his in-depth knowledge of business management, technology and vertical domain expertise to bring Nuance’s solutions to the Enterprise market, partnering with customers to ensure implementations drive true ROI. Prior to Nuance, Tony spent time at Lucent and Verizon where he led teams that applied the latest technologies to solve complex business issues for large enterprises. Tony received a B.S. from Villanova University and a MBA from Dowling College.
Tony Lorentzen’s stories
Meet Ceba, Commonwealth Bank of Australia’s intelligent virtual assistant

When one of Commonwealth Bank of Australia’s (CBA) 7.4 million digitally active customers open a chat window on the bank’s app or website, they’re greeted by Ceba, an intelligent virtual assistant. Ceba first came to life in 2018 as a simpler way for CBA’s customers to complete basic tasks like activating cards, checking account balances, […]

The ROI of digital CX, Part 1: Digital self-service matters—now more than ever

To maintain a competitive edge, brands have to differentiate on customer experience. And increasingly, that means providing intelligent digital self-service experiences that are always available to offer personalised service and rapid resolution. It’s been widely noted that the COVID-19 pandemic has accelerated a shift toward digital self-service that was already beginning to pick up pace. […]

How ANZ Bank in New Zealand redesigned its IVR and authentication to deliver intuitive voice experiences

After the race to modernise digital self-services during the pandemic, it’d be easy to assume that voice is dwindling away. Instead, voice—and the IVR—remain incredibly valuable resources for financial services customers, with many relying on them to manage their accounts, make transactions, and seek advice. It means brands can’t ride on the recent success of […]

Governments are using AI to create superior citizen experiences. Here’s how.

Today, the governments of every nation share at least one common challenge. Even as they continue to support the daily lives of their citizens—whether helping them to pay their taxes or claim a pension—they must also meet those citizens’ growing service expectations. As the world’s leading consumer brands fight for control of an increasingly global […]

Customer engagement predictions 2022: Four trends that will define CX next year

We’ve seen a lot of things change in customer engagement this year. Customers are using a broader range of channels—up to 10 channels even in a single inquiry—and still expect seamless, personalised experiences. Brands have had to accelerate their digital transformation efforts to keep up with customer demand and support remote agent workforces. Meanwhile, fraudsters […]

Looking back and ahead at contact centre best practices

This blog post was created by Nuance guest blogger, Sean McCarthy, User Interface Designer at Nuance. A year-and-a-half ago I described three simple steps to address COVID-19 demands in your contact centre to help customers who were urgently and drastically transforming their contact centres to operate remotely in a matter of days. The third of […]

Bringing intelligence – and investment protection – to the CCaaS revolution

Over the last few years, we’ve witnessed the accelerating transformation of the contact center with brands using digital and voice-powered technology to bring their customer engagement visions to life. That includes the shift of contact centers to the cloud. Doing so enables enterprises to quickly increase agility, reduce costs, and focus on serving customers instead […]

APSALogo-EnglishNuance and Commonwealth Bank of Australia’s virtual assistant ‘Ceba’ wins APAC Stevie® Award

Nuance and Commonwealth Bank of Australia’s (CBA) virtual assistant ‘Ceba’ has taken home Gold in the Innovative Use of Technology in Customer Service (Financial Services Industries) category of the 2021 APAC Stevie® Awards. More than 100 executives around the world judged over 900 nominations in the eighth annual Asia-Pacific Stevie® Awards—the only business awards program […]

Recreating in-store experiences online

Consumers around the world continue to move their shopping budgets online, with National Australia Bank’s August 2020 Online Retail Sales Index estimating that in the 12 months to August 2020, Australians spent $39.2 billion on online retail, which is around 11.5% of the total retail trade estimate, and approximately 33.6% higher than the 12 months […]