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Sensing the Vocal Age - Managing Voice Touchpoints on Alexa

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  • Gollnhofer, Johanna Franziska
  • Schüller, Sophie

Abstract

Creating strong customer experiences by actively managing touchpoints is an executive's top priority. The vocal age, manifested in the rise of AI-enabled voice assistants and platforms, offers new forms of touchpoints, so-called voice touchpoints. This paper conceptualizes voice touchpoints and develops managerial recommendations.

Suggested Citation

  • Gollnhofer, Johanna Franziska & Schüller, Sophie, 2018. "Sensing the Vocal Age - Managing Voice Touchpoints on Alexa," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 35(4), pages 22-29.
    • Handle: RePEc:zbw:hsgmrs:275987
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    Cited by:

    1. Kask, Sean & Fitterer, René & Anselm, Louis, 2019. "Augmenting Digital Customer Touchpoints - Best Practices for Transforming Customer Experience Through Conversational AI," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 36(4), pages 30-35.
    2. Meyer, Patrick & Jonas, Julia M. & Roth, Angela, 2020. "Frontline Employees' Acceptance of and Resistance to Service Robots in Stationary Retail - An Exploratory Interview Study," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(1), pages 21-34.

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