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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...

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 27, 2017

 As usual, the deck is after the jump! :)

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...

September 13, 2016

It was another awesome year and another great BigD Conference!  The deck is after the jump.  :)

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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