Sensing the Vocal Age - Managing Voice Touchpoints on Alexa

Johanna Franziska Gollnhofer and Sophie Schüller

Marketing Review St.Gallen, 2018, vol. 35, issue 4, 22-29

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.

Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:zbw:hsgmrs:275987

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