1. Purdue University Center for Customer Driven Quality The Lighter Side of Speech Deployments Richard Feinberg, Ph.D. Center for Customer Driven Quality Purdue University

2. First things first 1.Thank you

3. Purdue University

4. Who is Richard Feinberg?

5. Purdue University

7. THE CENTER FOR CUSTOMER DRIVEN QUALITY www.ccdq.com

8. Purdue University Love of the Customer Nothing happens without the customer All things being equal a satisfied customer is all that there is…products, services, and experiences You cannot promise you won’t make a mistake but you can promise you will correct it Customers are more loyal if they know you have access and correct the problem

9. Purdue University Sometimes Love ………………. Hurts

10. Purdue University Let me get my bias out of the way Should call centers implement speech recognition as soon as possible?

11. Affirmative What the Heck Does a bear __ __ __ __in the woods? Of course Oui Is this a trick question? Si Yup Oh yeah! Sure No Doubt Is the Pope Catholic? Absolutely

12. Purdue University Not should I but…How should I… BUT

13. Purdue University Planes …Trains…and automobiles

14. Purdue University Now this is loving the customer- good customer service

15. Purdue University Stew Leonards www.stewleonards.com www.stewleonards.com

16. Purdue University In case you still don’t get it IT’S The CUSTOMER

17. Purdue University Speech systems must lead to first class quality service leading to unparalleled customer satisfaction Because.. Speech

18. Purdue University Center for Customer Driven Quality That is the point

19. Purdue University This is not the point

20. Purdue University IVR’s can be solid contributors to what customers need and want

21. Purdue University Solve the Problem

22. Purdue University New Tech Scares People and Execs

23. Purdue University You have to have a good story to tell

24. Purdue University If you focus on the cost of deployment…

25. Purdue University Bonus lesson

26. Purdue University Speech is just a natural evolution

27. Purdue University Your Employees…asset or liability Happy employees + happy customers + happy executives + happy bankers + happy shareholders= owners

28. Purdue University You are having trouble hiring

29. Purdue University Be a hero

30. Purdue University

31. Oh yes…one more thing Life is short…add value to consumers

32. Purdue University A Few Good Speech Recognition Execs

33. Purdue University You can do it

34. Purdue University 212…the extra degree

35. Purdue University Thanks Richard Feinberg xdj1@purdue.edu