Trends Report

The Digital Voice Experience Knowledge Gap

A Digital Voice Experience Series Report

March 27th, 2019
JW
Jennifer Wise
With contributors:
David Truog , Amanda Chen , Shayna Neuburg

Summary

Digital voice experiences are proliferating — but also disappointing customers. That's because it's no easy task to create a voice-based experience — people already have strong expectations for how natural language interactions should work, and companies must rely on a new suite of unfamiliar technologies to deliver. This report outlines the key questions that customer experience (CX) pros and their companies need to ask to learn the required combination of human understanding and the right technology to drive the experience.

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