Tweet Jam: How Voice Interfaces Will Impact CX Practices #cxmchat

Tweet Jam: How Voice Interfaces Will Impact CX Practices #cxmchat


Depending on who you ask, voice interfaces spell the imminent end of keyboards or threaten to repeat the mistakes of IVR past. But as natural language processing continues to grow in sophistication, so too will voice interfaces. So where are companies using these tools to improve customer experiences? How do voice interfaces change the scope of what and how brands can interact with consumers? Join us on Feb. 27 at 10 am PT / 1 pm ET / 1800 UTC to discuss all of this and more. 

Everyone is invited to participate using the #CXMchat hashtag. Questions will be posted below the day before the conversation.

The Questions

The following six questions will guide the conversation during the Tweet Jam.

  1. We're still early days with voice technology — what steps should businesses just getting started take now to prepare?
  2. What new experiences does voice make possible that isn't just rehashing previous approaches?
  3. What customer-business interactions hold the greatest potential for the introduction of voice?
  4. What do designers of voice experience need to do to avoid the mistakes of IVR past?
  5. What steps does the industry need to take to ensure privacy considerations are built into voice expereiences?
  6. People use voice to play music, ask about the weather, perform online searches, but few are using it to shop. What needs to change to encourage consumers to shop this way?

Participation Guidelines

A few things to keep in mind:

  • Introduce yourself with your first #cxmchat tweet. Include your name, job title and organization you work for.
  • Answer question one with A1, question two with A2, etc. — and always include the #cxmchat hashtag. For example, "@bigbird A2 When businesses reuse online text instead of completely rewriting it for voice, they're dooming their experiences from the get-go #cxmchat"
  • Please don't pitch products or services — stay knowledge focused.
  • Keep the discussion professional, but informal.
  • Remember this is a public chat — be thoughtful.

Still confused how to join? Read this.

Hope to see you there!

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