04.17.2019
Multimodal input meets visual output
The way we view the world is changing. The abundance of information at our fingertips is being blended with the world around us with the development of augmented reality, (AR) – superimposing computer-generated data over the real world, providing a compos
04.17.2019
Smart windshield – A window into the future of the mobility experience
Initially, car glazing was designed to protect passengers from exterior incidents while providing visual, acoustic and thermal comfort. But this is about to change. As autonomous driving redefines the mobility experience, the in-car user experience will c
04.17.2019
The nuances of negotiating with a king
So you want to make a robot that talks to people. It’s not as simple as you think. It’s hard to imagine the complexity of human language when it comes so naturally to you. Unlike visual design, where it’s pretty easy to self-determine whether or not
04.16.2019
New reporting tools help improve officer safety
On any given week, my team and I are meeting with police chiefs and officers from large to small departments around the country. Of the many issues we discuss, one that always comes up is how can new policing tools help them improve officer safety. Accord
04.12.2019
“Customized voices are a great way to enhance and distinguish a brand”
Personalization is one of the key features that distinguishes modern in-car smart assistants, mobility assistants or personal assistants from traditional infotainment systems as well as from one another. Building on white-labeled development platforms lik
04.11.2019
Designing effortless customer journeys
Squirrel! Last weekend I got invited to check out a new restaurant in one of the hipster neighborhoods in Seattle. Given that I don’t live in the hipster scene, I typed in the address on my map app and hit the road. What came next was an overly complicate
04.10.2019
Creating trust with collaborative driving
The autonomous vehicle revolution is gaining momentum. The technology promises to make our lives far easier, taking the stress out of traveling, make commuting time more productive and entertaining, while at the same time making our roads safer. But there
04.09.2019
The sprint towards enterprise mobility
The sprint towards enterprise mobility is gaining traction, and for companies to stay relevant they need to keep up. From a tech-savvy client base, a younger workforce, demand for anytime, anywhere access, to a growing need for collaborative and agile too
04.09.2019
Getting your organization “in the know” with speech analytics
What does the number 366 have to do with speech analytics? Let me share a little story about that number and how being “in the know” could have saved me a whole lot of hurt last summer. 366 was my August water bill. $366 in one month, nearly triple my typ
04.05.2019
Advance your IVR to the Final Four
The NCAA Tournament Final Four is upon us! Brackets have been busted. Office pools across the country are ruined. And that guy in accounting who picks teams based on their mascot is the only one happy. The basketball teams themselves – Michigan Stat
04.04.2019
At the end of the day … bring more joy to work
Have you ever thought about what makes for a good day at work? Is it if you had a chance to generate new ideas?  Is it completing a project?  Working with a fabulous team is certainly a part of my everyday joy. I believe the majority of people take pride
04.03.2019
Strength in numbers: Band together to excel in fraud prevention
Communications Service Providers are facing unprecedented pressure from fraudsters, every channel is constantly being tested for vulnerabilities and in many cases, exploited. What is a carrier to do when as much 10% of their revenues are on the line? Tele
04.02.2019
Similarities in reporting trends across industries
As we do most months, my team and I attend trade events for a variety of industries. One week could have us speaking about improving compliance at a conference for financial advisors, the next demonstrating our solutions to legal pros, and another talking
04.01.2019
No joke: Customers don’t like chatbots
We have an enlightening infographic from Forrester Research to show you. It’s titled “Customer Service Chatbots Fail Consumers Today”. You may be wondering if this is an April Fool’s joke. You may think we’re shooting ourselv
03.28.2019
Beyond Containment
Earlier this year I had the opportunity to speak at Nuance’s annual Customer eXperience Summit on the topic of Continuous Optimization – a process that improves performance of deployed applications while enhancing the customer experience and growing
03.26.2019
Keto or Atkins? IVR or Voice bots?
Low carb, South Beach, Atkins, paleo, and keto. Say them fast enough and it feels like you are singing the classic Billy Joel song “We Didn’t Start the Fire”. What do they have in common? They are all variations of the same type of diet that focuses on lo
03.26.2019
Embracing digital tools to remain competitive
There isn’t a day that goes by that I’m not reading about how one industry or another is being transformed by new technologies.  While many organizations are researching or tapping into new digital tools, there are still countless others who have yet to e
03.21.2019
Keeping up with the fraudsters
According to industry watchers, preventing fraud involves constant change: Apply safeguards in one area today, and see where the bad guys show up next. In a new report on application fraud and its impact on banks, insurers, credit unions and other financi
03.20.2019
Spring cleaning the contact center
In many organizations the contact center is the heartbeat of the company. This is where almost every customer will eventually travel, whether it be to ask a question, purchase a new good or service or to complain when things are not working properly. An e
03.19.2019
Financial Services need to meet the challenge of digital transformation
It’s no secret that the era of digital transformation is changing the way organizations across industries operate on a day-to-day basis. That being said, a lot of emphasis gets placed on technologies that will attract and retain customers, often at the ex