Trends in Voice, Discover How to Use Voice to Engage With Your Customers
About this episode
Voice strategist, instructor, and author Susan Westwater joins NovusNorth to break down where voice and conversational technology are headed, from the metaverse and sonic branding to omnichannel voice experiences beyond the smart speaker. Westwater discusses findings from her Voice Consumer Index research, the privacy and trust challenges facing voice assistants, and a practical crawl-walk-run maturity model (optimize, create, integrate) for companies just getting started. She closes with lessons from real voice launches, including why 'launch doesn't mean done,' the importance of marketing a new voice feature like any other product, and why 'because it's cool' is never a strategy on its own.
In this conversation we dig into what’s actually working, where teams get stuck, and the practical moves leaders can make right now — a candid look at the strategy, the trade-offs, and the human side of building great financial services experiences.
In this episode
- 02:06 The one thing 92% of people use voice for
- 03:28 What does a brand sound like?
- 05:28 The Alexa privacy scandal's lasting effect
- 07:54 Crawl, walk, run: getting started with voice
- 09:41 Launch doesn't mean done
