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April 8, 2017

Let’s say you’re already doing all of those great things we discussed in parts 1 and 2. You’ve considered the context of the caller and the mindset. You’ve implemented ways to keep your caller’s experience seamless- you’ve got automated payments and other behind-the-sc...

April 6, 2017

In part 1 we talked about understanding customer mindset in a self-service customer care setting and how considering mindset can lead to specific features and offerings which will enhance customer experience (and your revenue).

But going beyond features and offerings, h...

April 6, 2017

(Apologies for the Buzzfeed-like title.)

Let’s jump right in and give away the secret, because there really is no secret. The one great thing you must do for your VUI to make it relevant, fabulous, interesting, and usable is this:

Understand your customer.

It’s incredibly...

July 30, 2016

 I had a great time and I hope everyone enjoyed it.  For some reason the slideshow doesn't seem to display directly on the summary page of my site so if you click on "Read More" you'll be able to get to it - or you can always look me up on SlideShare directly.  E...

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