In an increasingly competitive environment, customer service can be the difference between winning and losing customers and also turning neutral customers into some of your biggest advocates. To do this, organizations need not only to meet customer expectations, but exceed them. Adapted from Bliss’s best-selling book, I Love You More Than My Dog; Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, this keynote focuses on what’s most important for delivering meaningful customer experiences that drive profitability and growth. It’s not about a point in time; it’s about deliberate decisions and actions that lead to customer rave and earn customer advocates.

In an increasingly mobile world, our devices will become an extension of ourselves, embracing elements of artificial intelligence, voice, and natural language understanding to not only deliver desired information, but also always be ready to listen, understand, and assist. Attend this panel to understand what new technologies will enable greater accuracy in speech recognition and new capabilities in conversational systems in the next 3 years. Plus, learn how the user interface will change and evolve; how consumers’ lives will change; and what new standards, guidelines, and reusable software are needed and who will develop them.

Today, there’s a wide gap between the service experiences customers want from the organizations they do business with vs. what they get when attempting to self-serve from IVRs, Web sites and mobile apps. The answer? A new generation of intelligent self-service solutions, led by Nuance’s Nina Multichannel Virtual Assistants, in which technology adapts to customers instead of the other way around.

When considering Kubrick’s masterpiece, 2001: A Space Odyssey, we have surpassed most of our technological predictions. However, when it comes to talking and comprehending, computers are still far from humanlike capabilities. Where are the missing links? What are we doing wrong? On which problems do researchers around the world spend their time? What can we expect in the next few years? This talk, targeted to a heterogeneous audience, addresses these questions.