RAPP NY'S DIRECTOR OF NEW BUSINESS, NAYANI VIVEKAANDMORTHY ON WHETHER OR NOT VOICE WILL PENETRATE CRM

"In the past few years, voice has become a core part of the consumer journey. It’s a utility that a growing number of people have come to count on throughout the course of their days. Voice-enabled assistants like Alexa (Amazon), Cortana (Microsoft) and Siri (Apple) perform tasks as varied as adding dates to calendars, turning on lights, setting reminders, playing music, and performing online searches.

To be sure, voice is transforming the way we experience the internet.

As a result, organizations have begun connecting their voice-communications systems to their customer-relationship strategies. They’ve realized that when it comes to resolving an issue or building a relationship, there’s nothing like the power of voice to help drive digital customer engagement.

Advances in voice that will shape CX.

In 2018, voice-enabled device sales reached 1 billion, meaning voice technology is already shaping consumer experiences, regardless of whether the consumers themselves realize it. For example, artificial intelligence-powered voice technology is fast becoming indispensable, with 71% of smart speaker owners using them daily. Nearly half of users perform product research using voice, with 43% using them for creating shopping lists."

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