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I've been a passionate advocate for stellar caller experiences since 1995. I started off at Nuance as a User Interface designer, and my exposure to a wide array of tasks and callers helped me realize that an application won't succeed if callers don't need it or won't use it. Today, I help customers evaluate the business case for speech recognition; encourage the use of the voice channel as a branding opportunity; and make sure callers are at the center of the design process.

Most recent project(s):

A Voice Identity Program (VIP) in both Spanish and English for a large telecommunications provider. We worked to identify voice talent, a style guide, and other brand elements to align their voice channel with the rest of the brand.

Industry expertise:

Telecommunications, Hospitality, Insurance, Financial Services

Skill set:

• Contact Channel Marketing & Branding
• Caller Experience Assessments & Optimization
• Target Application Discovery and ROI
• Self-service Process Analysis & Improvement
• Application Design and Development

Why I'm at Nuance:

After graduating with a Masters degree in linguistics, I worked for SBC (now AT&T) as a consultant. I was assisting on some speech engine benchmarking projects while they were evaluating speech recognition vendors. Any time they did a "bake-off," or competitive analysis, Nuance always won. I decided I wanted to be at the place where the technology was actually being made. Nuance was really a no-brainer—they're at the cutting edge of their industry.

What I believe sets us apart:

I think our expertise really sets us apart—and the fact that it's so diverse. I work on different projects all the time, from Voice Identity Programs to usability testing to IVR upgrade strategies. The most important thing that we focus on in every project is the caller experience - how can we bring the phone system and contact center in line with the rest of the company's goals while delivering an optimal customer experience.

The brain I'd love to pick:

Oliver Sacks, well known neurologist and author who is best known for his books Awakenings and The Man Who Mistook His Wife for a Hat.

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