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For Customer Experience Professionals

Digital Voice Experiences

A Digital Voice Experience Series Report

March 27, 2019

Primary author headshot


  • By Jennifer Wise
  • with David Truog,
  • Kristopher Arcand,
  • Amanda Chen,
  • Shayna Neuburg

Why Read This Report

Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies wanting to leverage this new touchpoint are piloting voice interactions with the hope of launching the next killer Alexa skill, for example. But beware: Most voice experiences today fall short of customer expectations. This report examines each of these factors and explains how customer experience professionals must deepen their knowledge and adapt their processes to deliver winning voice interactions.

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Table of Contents

  • Digital Voice Experiences Are Spreading Rapidly
  • Voice Interfaces Can Improve Customer Interactions
  • But Most Voice Interactions Today Are Mediocre At Best
  • How To Get Digital Voice Experiences Right
  • Supplemental Material
  • Related Research Documents