Invoca-语音的崛起（英文版）-2017-37页

THERISEOFVOICEWhattheIncreaseinConversation,VoiceAssistantsandAIMeansforBusiness00/04VOICEANDTHECUSTOMEREXPERIENCEWe’reenteringaneweraofcustomercommunicationasmorepeoplegomobile-onlyandvoiceassistantusagesurgesbyanestimated130%thisyear.Peoplearenowempoweredtousetheirvoice—interactingwithbrandsmorequicklyandeasilythaneverbefore.Whilethebenefitsofvoiceforconsumersareimmediateandobvious,implicationsformarketersarevastandstillemerging.Today’scustomerexperienceisundergoingamassiveshift,muchlikeitdidwhensmartphonestookholdadecadeago.It’scriticaltothinkbroadlyabouthowvoicewillimpacttheentirecustomerexperience,fromdiscoverythroughpurchase.Don’tbuildanAlexaskilljusttokeepupwiththelatestintech;builditbecauseyouunderstandyourcustomerandhowvoicecanenhanceyourrelationshipwiththem.Here’showtobeginthinkingabouthowtoapproac