Speech Technology Magazine

 

SpeechTEK 2018: Designing Voice for Accidental Narcissists

It's time to stop iterating and start innovating when it comes to customer experiences.
Posted Apr 10, 2018
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Brian Solis, Principal Analyst and Futurist Altimeter, the digital analyst group at Prophet, kicked off day one of the SpeechTEK Conference with a deep dive into the world of designing experiences for, as he calls them, “Accidental Narcissists.” Innovation, not just iteration, is the key, as it turns out to pleasing customers who are used to personalized experiences.

Solis asked the audience to think about their television remotes, which we all know just get more and more complicated. He says the average remote now has 70 buttons on it—and if you’re anything like me, you don’t use most of them. When Netflix arrived on the scene and disrupted the industry, TV companies responded by putting a Netflix button on the crowded remote. Eventually, though, Comcast did reimagine the remote and offered X1 Voice Remote—which allows users to avoid literally lifting a finger, and simply ask the remote to find Law & Order: SVU (because it’s always on somewhere).

So, who is going to help you reinvent your experiences to meet the needs of these “Accidental Narcissists?” According to Convergys’ Allyson Boudousquie, who spoke to the crowd after Solis, millenials are the key. Boudousquie, who was speaking specifically about contact centers, says millenials are rethinking the way we do everything—they don’t even have a use for bank branches.

“Contact centers are seeing a big need to adopt to the changing landscape of customer care both for clients and the people that service clients,” she says. With millenials being an increasingly large portion of the workforce, it’s hard to believe you don’t already have a few in your midst. The key is to empower them.

“True leaders don’t create followers, they empower other leaders,” says Solis. With that in mind, find a millenial and ask them how you can true innovate your next Voice experience.

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