Nuance IQ: Summer 2019

The transformation imperative

Time to transform

Welcome to the second issue of Nuance IQ, your window into the world of AI‑powered innovation for customer engagement.

This quarter, we examine why contact center transformation is so crucial right now, and we look at some of the things you can do to enable and accelerate your own transformation. We also have an exclusive webinar with Forrester and Nuance experts, showing how you can avoid the four biggest contact center transformation pitfalls.

We hope you enjoy this new edition—we’d love to hear what you think, and get your ideas for future topics or stories, so let us know at cxexperts@nuance.com.

And if you haven’t already, be sure to register for our digital magazine, Nuance Innovation Quarterly, to get more expert insights and inspirational tales from the companies and innovators on the frontlines of contact center transformation.

Webinar featuring guest Forrester Research

4 contact center transformation pitfalls (and how to avoid them)

The discussion with Ian and Nuance’s own transformation experts will show you:

  • How to use conversational AI to create unique experiences for your customers
  • Why training your workforce to work side by side with technology is the key to success
  • How effective security, agent augmentation, and the cloud should fit into your transformation strategy
Feature article

The transformation imperative

By: Tony Lorentzen, GM & SVP, Intelligent Engagement, Nuance Enterprise 

Right now, contact centers find themselves staring into a widening customer experience credibility gap. 

A recent study by Frost & Sullivan revealed a startling disparity between customers’ perceptions of the experiences they receive and companies’ perceptions of the experiences they deliver. Just 3% of consumers said they’re never frustrated with customer care, but 90% of contact center mangers say their agents are doing a good job. 

It’s clear that brands are failing to meet customers’ expectations—and transforming the contact center is now more urgent than ever.

Innovation heroes

One of the UK’s largest retailers transforms digital customer engagement with Nuance Virtual Assistant

A leading UK retailer enhanced its customer experience to support increased contact volumes and free up agents’ time. Customers now get fast solutions to common problems, and agents get more time to spend on unique cases.

What's new

Catching the innovation wave @Nuance

The magazine

Nuance Innovation Quarterly


The summer edition of Nuance Innovation Quarterly is almost here.

This month we’ll be taking a deep dive into contact center transformation—looking at why it’s essential right now, and key tips for creating an effective strategy.

Register now to get the new edition sent straight to your inbox.

Past editions

It's never too late to get past Nuance IQ insights!

While you’re waiting for the summer edition of Nuance Innovation Quarterly magazine, take a look at our debut issue—all about the human-AI interaction.

View the Spring 2019 infohub, webinar and digital magazine to learn:

  • —Why humans and AI are more effective when they work together
  • —The step-by-step process we take to turn ideas into innovative products
  • —How three organizations are leading the way with AI-powered customer service

Ready to take customer engagement to the next level?

Speak to one of our consultants to guide you on your own innovation journey.

Get in touch