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Elevating the customer experience podcast

Elevating the
customer experience

A podcast from Nuance

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 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.

Featured episode

Podcast episodes

Episode 1
Storming, Norming, and Performing: Attributes of Success
Art Schoeller, Vice President and Principal Analyst for Forrester, shares his expert insights on how COVID-19 is shaping the customer experience and how to strategically respond and adapt with innovative technology and authentic communication. He highlights actionable ways to support your agents so that they can serve customers and provide an exceptional experience, and understand what anticipating and meeting needs looks like during a crisis.

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Episode 2
Best Practices for Leveraging Your Remote Agent Workforce
Art Schoeller, Vice President and Principal Analyst for Forrester, shares his expert insights on how to support your agent workforce during the work from home period caused by COVID-19. Sharing clear, straightforward tips, he walks through how to balance remote-working needs with efficiency, use automation and AI to streamline workflow areas, and provide flexible communication options from both an employee and customer standpoint.

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Episode 3
The Intraday Firefight: What’s Next
Art Schoeller, Vice President and Principal Analyst for Forrester, shares his expert insights on how organizations should guide their workforce remotely while preserving security and measures of productivity, and what the future of the contact center looks like beyond COVID-19.

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Check out our “Catalyst for CX Success” infohub for more great insights and resources on how organizations can better manage customer engagement amid disruption—and beyond.

We’re here to help. You can always reach us at CXExperts@nuance.com

Visit the infohub