Presenter Patrick is joined by Kate Hammett who is Global Head of Partnerships at Red Box Recorders.
Kate firstly explains how the use of voice as a communication method has developed over its history and how that development is intrinsically linked with technology developments.
We then examine the use of voice within the current CX landscape. Over recent years the options in terms of communication channels have increased vastly for customers, with chat and messaging functions becoming widely available. Voice however still plays the key role for customers when it comes to the most important discussions with businesses.
Kate then considers how the use of voice will change moving forward. With increased uptake of voice assistants in the consumer and now business world it's critical to consider how the applications and their use will evolve.
