ABOUT THE ENTITLED CONSUMER

Serving the world's consumers
Technology is accelerating change in the world of customer care and is shifting power to the customer. The proliferation of social software—peer networks, blogs, chat, public rating systems and more—combined with growing media interest in consumer issues has made it easier than ever before for consumers to share their care experiences with an increasingly large audience and influence public opinion. What’s more, the skyrocketing proliferation of mobile devices is fueling consumer expectations for even more timely and portable access to information and service. The concept of anywhere, anytime is being taken to a whole new level. Today’s consumers now feel entitled to great service on their terms.

This blog is designed to share observations on opportunities and challenges related to managing consumer interactions in today’s rapidly evolving and increasingly mobile business environment. The goal it to provide both consumer and business POV on this type – which will most likely evolve over time. While hosted by Nuance Communications, this blog is intended for broad industry dialog. Its purpose is not to discuss or market products or solutions.

Authors
Lynda Kate Smith, Vice President and General Manager, Care Business Unit, Nuance Communications, will drive a lot of the thinking on this blog. Welcome.

Julia Mason Ochinero, blogger on Care 2.0 topics.