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

This post was originally published on Microsoft.com 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 Microsoft.com 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 installment, 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 […]

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. […]

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 […]

How Vodafone adopted best practices for its COVID-19 response plan

If you spent any time on the What’s Next blog last year, you might have seen us talking about Forrester’s COVID-19 response plan. It offered timely, expert advice on how brands can tool up their contact centres to manage remote agents and adapt their customer service strategies to new consumer behaviour. Now we’re a year […]

Dragon TV enriches viewing experiences with the power of voice

In all its various forms, the PayTV industry is certainly booming; there are countless paid streaming services, premium channels, and paid content options available for viewers to choose from. And after a year in which many of us spent more time in our homes and front of our screens than we expected to, viewership has […]

Recreating in-store experiences online

Consumers around the world continue to move their shopping budgets online, with recent analysis of Office for National Statistics revealing that e-commerce transactions in the second quarter of 2020 accounted for about 31.3% of all retail transactions, up about 45% over the same period in 2019. And as McKinsey has written, “in-person interaction has dramatically […]