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
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 […]

Post Office Ltd.’s revamped customer service strategyHow Post office Ltd. went from simple service to standout customer experiences

If you’ve spent any time on the What’s Next blog, you’ll know that teaming up a virtual assistant and a live assist platform can be an inspired move. (Maybe you recently read how Dixons Carphone Group combined the technologies to solve around 80% of its 100,000 weekly customer queries.) That’s certainly been the case for […]

Dixons Carphone Group - Logo for Nuance Case StudyHow Dixons Carphone Group made a rapid shift to digital during the pandemic

Throughout 2020, we worked closely with companies to ensure they had everything they needed to serve customers on digital channels without any disruption. One of these quick-thinking companies is Dixons Carphone Group (DCG), a market leader in electronic goods and mobile devices across eight countries, with brands including Currys PC World and Carphone Warehouse. As […]

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 […]

Four key tips for your virtual assistant deployment from a banking leader

Over the past decade, AI has been a gamechanger for financial institutions. It’s helped support agents during customer engagements by offering them relevant information and suggested next best actions, and perhaps most crucially, it’s enabled a new wave of self-service on digital channels. As the pandemic forced the closure of physical branches across the world, […]

How web chat and AI became a power couple for customer service

According to a new ContactBabel report, artificial intelligence and web chat will be the technologies most implemented in UK contact centres over the coming 12 months. And it’s easy to see why. 85% of the senior CX and customer contact professionals surveyed believe web chat has a positive effect on customer experience. In comparison, 77-78% […]

Which channel should you use? UK customers have their say

A customer’s preferred choice of service channel isn’t set in stone. It changes depending on the issue they’re looking to resolve. And that’s why ContactBabel’s new research makes such interesting reading for CX leaders. For this year’s edition of its regular report, The UK Customer Experience Decision-Makers’ Guide, the analyst surveyed1,000 UK consumers to discover […]

The tech wishlists of UK contact centre leaders

Do you feel like your software and systems are stifling your CX? If so, you’re in good company. In a recent study of UK customer experience and contact centre leaders, approaching half (44%) rated their CX technology as either ‘poor’ or ‘average’, when asked about their organisation’s support for customer experience programmes. What’s more, 73% […]

FCR decline: Is the UK really getting worse at first contact resolution?

Ask UK consumers what matters to them when contacting an organisation, and the most popular answer is getting their question or issue solved first time. What’s more, the majority of UK organisations understand this, with 53% ranking first contact resolution (FCR) as the most important factor for a customer who’s reaching out to them. But […]

The 3 most serious COVID challenges in UK contact centres

Every year, ContactBabel surveys hundreds of senior CX and customer contact professionals, working for UK brands. When the analyst reached out in May and June of 2020, one subject was unavoidable. As well as providing the usual in-depth dissection of CX strategy and operations, this year’s report – which Nuance sponsored – paints a timely […]