customer experience summit 2020 · 10:00 – 10:45 am: nuance enterprise: powering the future of...
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© 2014 Nuance Communications, Inc. All rights reserved. 1
Customer eXperienceSummit 2020New OrleansFebruary 10-12, 2020
#CXS20NA
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© 2020 Nuance Communications, Inc. All rights reserved. 2
Customer eXperienceSummit 2020New Orleans, LAFebruary 10-12, 2020
#CXS20NA
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© 2020 Nuance Communications, Inc. All rights reserved. 3
Welcome
Customer eXperienceSummit 2020#CXS20NA
Robert DahdahEVP & Chief Revenue Officer
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© 2020 Nuance Communications, Inc. All rights reserved. 4
Consumer expectations drive engagement
Engage anywhere95% of consumers use more than one channel to connect
with the brand
Engage anytime, securely
85% of consumers prefer secure, automated self-
service in text, messaging and voice channels
Expect superior experiences
75% of customers expect the same experience
across channels
ChannelsDigital volumes
Expectations
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© 2020 Nuance Communications, Inc. All rights reserved. 5
White glove service in the digital age
© 2020 Nuance Communications, Inc. All rights reserved. 5
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© 2020 Nuance Communications, Inc. All rights reserved. 6
Nuance business evolving to meet your needs
Strategy InnovationSimplification
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Customer eXperienceSummit 2020#CXS20NA
POWERING the future of intelligent customer engagement
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© 2020 Nuance Communications, Inc. All rights reserved. 8
Welcome
Customer eXperienceSummit 2020#CXS20NA
Peter MacKinnon SVP WW Enterprise Sales
& Go-to-Market
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© 2020 Nuance Communications, Inc. All rights reserved. 9
Why we host the SummitSo you can …
Compare approaches
Learn from each other to transform customer experiencesBuild new
relationships
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© 2020 Nuance Communications, Inc. All rights reserved. 10
Consumers drive the need for digital transformation, and technology is the enabler
Expanded digital portfolio
Hosted security and biometrics
Adding DIY tools
Choice for cloud-native apps
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© 2020 Nuance Communications, Inc. All rights reserved. 11
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© 2020 Nuance Communications, Inc. All rights reserved. 12
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© 2020 Nuance Communications, Inc. All rights reserved. 13
Customer speakers
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© 2020 Nuance Communications, Inc. All rights reserved. 14
CustomerSuccess
Executives
Sales
Marketing
ProductExperts
Professional Services
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© 2020 Nuance Communications, Inc. All rights reserved. 15
Agenda – Tuesday morning
8:30 – 9:30 AM: Industry keynote: Blake Morgan
9:30 AM – 10:00 AM: Break & demos
10:00 – 10:45 AM: Nuance Enterprise: Powering the future of intelligent customer engagement
11:15 AM – 12:15 PM: Insights into the future of authentication & fraud prevention
12:15 – 1:45 PM: Networking lunch & demos
8:00 – 8:30 AM: Welcome & opening remarks
10:45 – 11:15 AM: Wells Fargo: Customer experience in the digital age
#CXS20NA
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© 2020 Nuance Communications, Inc. All rights reserved. 16
Gatekeeper
Analytics
Nuance Mix Digital
Demos at lunch and breaks TuesdayOptional: Sign up for a 1:1 demo from 1:00-3:00pm, Wednesday
Sign-up is at the registration desk
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Customer eXperienceSummit 2020#CXS20NA
POWERING the future of intelligent customer engagement
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© 2020 Nuance Communications, Inc. All rights reserved. 18
Keynote: The Customer of the Future –10 Principles for Winning Tomorrow’s Business
Blake MorganCustomer Experience Keynote Speaker, Bestselling Author and Futurist
@BlakeMichelleM
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© 2020 Nuance Communications, Inc. All rights reserved.
Keynote: The Customer Of The Future: 10 Principles For Winning Tomorrow’s BusinessFebruary 2020
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Customer eXperienceSummit 2020#CXS20NA
POWERING the future of intelligent customer engagement
![Page 21: Customer eXperience Summit 2020 · 10:00 – 10:45 AM: Nuance Enterprise: Powering the future of intelligent customer engagement 11:15 AM – 12:15 PM: Insights into the future of](https://reader034.vdocuments.site/reader034/viewer/2022042323/5f0e37047e708231d43e29ee/html5/thumbnails/21.jpg)
© 2020 Nuance Communications, Inc. All rights reserved. 21
Agenda Reminder
9:30 AM – 10:00 AM: Break & demos
11:15 AM – 12:15 PM: Insights into the future of authentication & fraud prevention
12:15 – 1:45 PM: Networking lunch & demos
10:00 – 10:45 AM: Nuance Enterprise: Powering the future of intelligent customer engagement
10:45 – 11:15 AM: Wells Fargo: Customer experience in the digital age
#CXS20NA
![Page 22: Customer eXperience Summit 2020 · 10:00 – 10:45 AM: Nuance Enterprise: Powering the future of intelligent customer engagement 11:15 AM – 12:15 PM: Insights into the future of](https://reader034.vdocuments.site/reader034/viewer/2022042323/5f0e37047e708231d43e29ee/html5/thumbnails/22.jpg)
Customer eXperienceSummit 2020#CXS20NA
POWERING the future of intelligent customer engagement