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April 27, 2018

Bottom Line: 

(1) Most technical SpeechTEK conference ever!

(2) Consequently - it was very useful to me as a professional (and inspirational!). 

(3) "Conversational" is the word of the day and it's only going to get bigger.

Musings:  In nature, the intersection of two ecos...

February 22, 2018

So I'm pretty excited about this year's SpeechTEK Conference.  I'm speaking at two sessions.  My first one, "Power Users of Voice: Voice in the Home," will have some interesting research on advanced users of our favorite little gadgets, personal voice user assistants....

February 21, 2018

Metrics, metrics, metrics.  I've been working in the call center space for a number of years. If there's one thing that call centers do a lot of, it's measure stuff.  Agents get measured on talk time.  Call centers get measured on queue times.  And then of course we mo...

January 29, 2018

I'm really looking forward to Avaya ENGAGE this year!  We'll be helping out at a session on Customer Journey Mapping today at 5pm with Laura Bassett, Director of Marketing, Customer and Team Engagement Solutions.  Pretty excited to get out there and discuss how to impr...

December 11, 2017

People, gather around and let me tell you why Tom Thumb delivery customer experience, although basic and non-flashy, completely kicks butt.

I’ll confess I have an ulterior motive. I’ve been telling everybody I know about how freakin' awesome Tom Thumb grocery delivery i...

November 30, 2017

So I saw an ad on Facebook for this new Kickstarter. It’s called Car Wink. The concept’s pretty cool. It’s basically a tiny LED screen to hang on the back of your car. The idea is to facilitate communication with other motorists. It’s got various emojis you can display...

November 29, 2017

You're in luck!

I'm going to do a beta test of my new Voice User Interface Design class I am working on.  I'm looking for about 10 people who are interested in learning about VUI design.  You must be willing to commit to all four class sessions (three hours each) and gi...

October 5, 2017

Disclaimer: This opinion is personal and in no way represents my employer. :)

So I haven’t written much lately because, well, busy. However. I have been trying to keep tabs on the Amazon vs. Google voice-based personal assistant contest. (Alexa in this corner, OK Google...

May 2, 2017

I'm excited to be a part of UXPA's series of webinars this year!


How can chatbots learn from existing VUI design? What makes these new interfaces different, and how are they similar? Where do the Alexas and Siris come into the mix? We’ll discuss text-based vs. voi...

April 29, 2017

Spring 2017 brought another successful SpeechTEK back to Washington DC, although we were (yet again) too late to see the famous cherry blossoms. (Hint hint: Make next year’s conference a bit earlier!).

But, beautiful blossoms aside, if you couldn’t attend, there were a...

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