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The role of customer care has never been more pivotal or strategic to a company’s success.

Companies are operating today in an environment we call Care 2.0. An environment in which they are now required to satisfy the service expectations of customers who feel great service is an entitlement. The customer experience has also taken on new meaning relative to company differentiation -- with commoditization occurring faster than ever before. This Care 2.0 environment necessitates a change in the way companies approach care and respond to their customers.

Nuance is in the business of helping companies take this challenge on by enabling them to better support, communicate with and understand their customers.

We do this through Interaction solutions for the voice channel. Solutions that:

• Drive an improved customer experience,
• Better business performance, and
• Increase employee productivity.

There is no other company out there that has as much experience as Nuance in how customers interface with a company’s care operation. Our vision is to make every customer interaction a winning experience.

The Evolution of Customer Service: The Shift from Care 1.0 to Care 2.0

We have all experienced the Care 1.0 world where companies wield the power in the relationship with the customer. We can all remember placing calls to contact centers only to hear irritating messages.

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Consumer Perspectives in a Care 2.0 World

"When I called the company to let them know they lost a large sale due to poor customer service in the store, they acted as if they didn't really care.”

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