The Reboot of Voice: Unified Conversational Engagement Across Devices, Touchpoints


Daniel Hong (VP, Research Director, Forrester)


Tajinder Singh (Group Product Manager, Uber)

David Tuomikoski (Director, Digital Product Management, USAA)

Location: Sun B

Date: Wednesday, March 14

Time: 3:00pm - 3:45pm

Pass type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Contact Center & Customer Experience

Hot Topic: Artificial Intelligence & Analytics

Vault Recording: TBD

Contact Center/Customer Experience thought leaders discuss unified voice-based conversational experiences in the age of IoT.

For years investments in the voice channel have taken a backseat to digital. But with the rapid rise of IoT devices and AI-driven conversational experiences in the consumer realm, enterprises are rethinking how best to approach voice in a world where voice engagement means more than a simple phone call. Bridging conversational experiences across your IVR, chatbots, and Alexa/Google/Siri/Cortana devices is the reboot of voice that enterprises need to service customers and provide differentiated experiences.

Join Forrester analyst Daniel Hong, along with customer experience executives from major enterprises, as they discuss where the market is heading, the different paths you can take, and what you can do to execute on a unified conversational engagement strategy for customer care in the age of IoT.

* How do you provide consistent conversational experiences across different channels and devices for customer service? What do enterprises need to know?
* What role does the API economy play in developing conversational experiences?
* What ways can enterprises prepare for the impact of AI and IoT as they build out a new voice strategy?