I thought I would take a step back and share an article that is fairly broad and high level in case I have readers that are fairly new to voice. Most of the other articles & podcasts I have been sharing are more sophisticated. Here’s an excerpt from this high-level piece:
The trend of moving customer experience beyond the screen has been dubbed “conversational customer care.” It’s still unclear just how many channels are included under this umbrella or how the future of conversational customer care will look. Brands that are dealing with demanding customers can’t afford to sit back and wait for this to play out. Screen-free customer experiences could be the future. They could be just a single touchpoint in the broader context of customer experience strategy. Or, they could just be a passing fad.