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
Customer engagement predictions 2023: Strategic priorities for CX leaders

Despite what you might read in the headlines, there are many reasons to be optimistic as we head into 2023. For example, in my conversations with customer engagement leaders, I’ve been struck by how focused they are “doing more with less” given the current economic climate. “Do more with less” may be the CFO’s mantra […]

The AI-powered contact centre, part 4: Enhance contact centre security with biometric authentication

This was originally published on on August 30, 2022. When a customer needs support, they not only expect fast, convenient ways to get help, but also to have their personal information protected. However, when verifying that people are who they say they are, many contact centres use traditional authentication methods are no longer fit […]

The AI-powered contact centre, part 3: Build powerful conversational AI solutions

This post was originally published on on August 24, 2022. To remain competitive and thrive, organisations must differentiate their brand through outstanding customer service experiences. As customer expectations and business needs continuously shift, enterprises need the agility to rapidly create, maintain, and optimise those experiences with the latest technologies, including sophisticated AI, without relying […]

The AI-powered contact centre, part 2: Achieve superior self-service voice support

This blog was originally published by on August 16, 2022. Many people still prefer to pick up the phone when they want to access customer service. Many others find that the phone is a vital last resort when they fail to get answers in digital channels.  Regardless of why people call a contact centre, […]

The AI-powered contact centre, part 1: Create engaging digital experiences

This post was originally published on on August 8, 2022. Today’s customers expect more engaging, personalised service experiences from the brands they choose. They want intelligent self-service that offers always-on digital convenience. And they expect agents, whether human or virtual, to not just know who they are, but to already have an idea why […]

Introducing the Microsoft Digital Contact Centre Platform: A comprehensive, flexible customer care solution

This post is co-authored by Charles Lamanna, Corporate Vice President, Business Applications and Platform, Microsoft, and was originally published on on July 19, 2022. In today’s digital world, brand reputation is synonymous with customer experience, including the quality of customer care. Consumers expect effortless, consistent, and secure experiences across any point of contact they […]

The ROI of digital CX, Part 3: How to build a business case for digital self-service

We kicked off our ROI of digital CX series by looking at just how crucial digital self-service is today, and how an intelligent virtual assistant (VA) can help you create effortless, personalized experiences for your customers. We also explored the real business benefits a VA can create for your brand—including boosted sales, stronger customer experiences, […]

The ROI of digital CX, Part 2: The true business impact of digital self-service

Last time in our ROI of digital CX series, we looked at why intelligent virtual assistants are so important for successful digital self-service. In this instalment, we’ll dive deeper into some of the biggest benefits and most powerful business outcomes that the best virtual assistants and chatbots can deliver.   Virtual assistants increase agent efficiency […]

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 […]