A catalyst for CX success
Insights on how organizations can better manage customer engagement amid disruption—and beyond.
Featured insights
Events
Expert Q&A series
Watch our on-demand Q&A series to discover how organizations are meeting today’s urgent CX challenges—while preparing for the future.
- Digital transformation: Best practices for virtual assistants—Part 2
- The new rules of messaging: How to meet customers where they are
- Safeguarding the contact center: Strategies for fraud prevention & authentication
- Meeting demand: Coping with increased contact volumes
Podcast series
Elevating the customer experience with guest Forrester Research (Open a new window)
From mobilizing work‑from‑home teams in record speed and leveraging AI technology, to scaling and pivoting services, this crisis has reshaped our understanding of what is possible. In this exclusive series with guest Art Schoeller from Forrester Research, we explore how to meet today’s urgent CX challenges—while developing new mindsets, processes, and capabilities that will prove invaluable in the post‑COVID‑19 era.
More resources & insights
On-demand event
The new rules of messaging: Reaching customers where they are (Open a new window)
The most innovative brands are finding new ways to engage with customers and new messaging platforms to meet their preferences. In this session, we look at how messaging platforms are fueling smarter customer engagement.
Analyst report
Forrester’s 30‑60‑90‑Day COVID‑19 Response Plan for Customer Service (Open a new window)
Get a practical framework that can help you respond to urgent needs, set up your organization for success, and envision what your customer service could look like in the future.
On-demand event
Safeguarding the contact center: Strategies for fraud prevention & authentication (Open a new window)
Right now, customer contacts are at an all‑time high. But volume increases are not limited to COVID‑19‑related customer requests only. So how do you best manage these spikes, without sacrificing CX? (Register to view upcoming and past sessions)
Customer story
Albertsons companies supports online grocery shoppers with virtual assistant and live chat (Open a new window)
As demand for online grocery shopping grew in response to the COVID-19 crisis, Albertsons turned to Nuance’s virtual assistant and live chat solutions to engage customers as they shop for groceries via the web and mobile apps.
Article
Three strategic priorities for CX success—during and after COVID-19 (Open a new window)
COVID-19 has profoundly shifted the relationship between customers and the organizations they depend on. It’s clear that now is a time for listening to customers and employees, identifying their needs, and meeting them as swiftly as possible.
On-demand event
The distributed workforce: Setting up agents for success (Open a new window)
How do you make your agents’ work life easier, keep them safe and ensure that they have the skillsets to meet customer expectations? In this session, we’ll provide insights on how to set up your remote agents for success now—and in the future. (Register to view upcoming and past sessions)
On-demand event
Meeting demand: Coping with increased contact volumes (Open a new window)
Right now, customer contacts are at an all‑time high. But volume increases are not limited to COVID‑19‑related customer requests only. So how do you best manage these spikes, without sacrificing CX? (Register to view upcoming and past sessions)
Article
McKinsey on adapting customer experience in the time of coronavirus (Open a new window)
McKinsey shares how care, creative thinking, and new tools can address customers’ acute needs today and forge stronger ties in the post‑COVID‑19 era. (And, we couldn’t agree more with their perspective)
Blog
Three steps to address COVID‑19 demands in your contact center (Open a new window)
The coronavirus pandemic is driving customer contact centers to implement strategies that increase capacity, automate more conversations and enable agents to work effectively and safely from home.
On-demand webinar
Forrester Research: The new blueprint for digital customer engagement (Open a new window)
Improving digital customer experiences has never been more critical than now. Guest speaker Kate Leggett from Forrester guides you through a practical, step‑by‑step blueprint for future-proof digital customer engagement. (Registration needed)
Article
The new rules of digital customer engagement (Open a new window)
With digital channels growing and evolving, how should contact centers respond as the rules of customer engagement get rewritten?
Blog
How biometrics can keep fraudsters at bay (Open a new window)
Fraudsters don’t stop their crimes because of a pandemic. With the recent shift to a stay‑at‑home world, there is a significant increase in fraudster attacks against call centers.
Article
What’s next for customer service messaging (Open a new window)
As messaging continues to become an even bigger part of our daily lives, innovative brands are finding new ways to engage with customers and new messaging platforms to meet their preferences.
Guide
Insider tips to move callers to digital channels (Open a new window)
Help your customers discover digital engagement channels—and make sure their experience is so positive that digital channels become their new first contact choice, every time.
Innovation
Voice‑to‑agent text messaging: Stop putting customers on hold (Open a new window)
With contact centers facing a surge in callers, consumers can now leave a detailed message that is automatically transcribed, understood and routed to agents using Conversational AI.
Video
Resilience in the face of adversity: Thai cave rescue operation (Open a new window)
In his inspirational presentation “Make the impossible-possible”, during a recent Nuance event, Chris Jewell of the British Cave Rescue Council shares details on the dramatic rescue of 12 boys and their coach from a flooded cave in Thailand in 2018.
How we’re helping
Navigating these unprecedented times
These are challenging times that are affecting all of us in profound ways as we each learn how to live and work within a new reality. Discover how Nuance can help you:
Stay connected (Open a new window)
Learn how we can help you stay connected and engaged with customers, minimize disruption, and continue to meet new and unexpected challenges. Explore our COVID-19-specific best practices, solutions, and applications that are making a difference.
Stay strong (Open a new window)
Read this message from Robert Weideman, EVP and general manager of the Nuance Enterprise Division on “Helping each other stay strong on the journey to the other side of COVID-19."