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-scenes processes in place to keep things humming along and proactive notifications are already handing common patterns in your customer interactions. But, there comes the day when your customer is going to have a

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, how else might understanding your customer’s mindset change your user experience? Here’s one sweeping generalization you may not have thought of: (entertainment businesses aside,) your customer would probably pr

(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 simple to make that statement, but (of course) it’s much harder to implement. If it were easy to do, everyone would be doing it. What does understanding your user mean and how might it play out? A lot of tim

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. Enjoy! #Presentations #CX #SpeechRecognition #CUI #NL