Dean Elwood's Presentation at Emerging Communication Conference & Awards 2009 Europe

Voice User Experience

Dean ElwoodCEO and founder, Voxygen Limited

www.voxygen.co.ukeComm Amsterdam 29th October 2009

Defining the Voice User Experience

“The emotive feelings your customer has when using your product or service”

Despite most products and services having many touch points (website for example) voice still remains an important component.

Quick Case Study : Time Warner

A blogger writes….

“I had a surprisingly awesome experience with Time Warner Cable’s phone system this morning.”

“A couple of days ago, I made an appointment for today to have a dude come to my new apartment and give it the internet.”

“This morning I called Time Warner’s main customer service number to confirm that said dude was in fact coming to my apartment today.”

“As soon as their system picked up it just told me that my appointment for today between 12 and 4 was confirmed. It was totally awesome, I didn’t have to wait on hold or type in my absurdly long account number, or do anything, it just knew what I wanted!”

Powerful Stuff

• Rise above commodity pricing (value added minutes)

• Reduce customer churn

• Low cost of acquisition by recommendation

• Get great reviews, natural course to viral growth

• Go win some awards for being different and not concentrating on minutes

Pick Your Own Strawberries

Conferencing Services

• Room numbers• PIN numbers• Have to distribute dial-in numbers

Yuck! But fixable….

Pick Your Own Strawberries

Clever IVRs like Time Warner have

How much money do courier companies waste by delivering when people are out ?

Fixing “time window” problems can be simple with voice services.

Time Warner use case : http://www.barbariangroup.com/posts/1886-user_experience_on_the_telephone

Voxygen : www.voxygen.co.ukDean ElwoodCEO and founder, Voxygen Limited

www.voxygen.co.ukeComm Amsterdam 29th October 2009