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August 13 - 15, 2012
New York Marriott Marquis
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SpeechTEK 2012 - Wednesday, August 15, 2012
C301 – PANEL: Has Speech Improved the Customer Experience?
10:45 a.m - 11:30 a.m
MODERATOR: Rebecca Nowlin Green, Principal Business Consultant, - Nuance
Stephen Springer, Director, Solutions -- Enterprise - Nuance
Susan L. Hura, Principal - SpeechUsability
Daniel C Burnett, President - StandardsPlay

This panel is a candid discussion of where we started and how far we have come in using speech to make the caller experience better—or not. Everyone loves what Siri can do, but Siri is truly a small slice of how speech technology has permeated consumers’ lives. Expert panelists talk about the positive, and not-so-positive, impacts of speech technology in customer contact. Learn what is changing in the market that makes speech a good bet, and discuss why speech and customer experience are tightly linked.

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