Customer Experience Show - Episode 9 with Heidi Miller and David Milstein

Our guests are from Spoken Word, a company that brings new technology to customer experience.... Heidi Miller Heidi Miller is the Chief Conversation Officer at Spoken Communications, a speech recognition technology company based in Bellevue, Washington, with solutions that allow call centers to provide a better customer experience. She is passionate about customer service and about building community, whether that be online, live through the contact center or through real-life conversation. With the steadfast belief that an Interactive Voice Response automated system doesn’t have to act like a robot just because it is one, Miller helps Spoken Communications spread the word that good robots (with a little human help) can provide an amazing customer experience. Miller is also the owner and principal of the social media consulting firm, Heidi Miller Media, providing social media solutions for engaging in conversations and building community online and in real life. She blogs for Spoken at http://blog.spoken.com and Twitters at www.twitter.com/spokencomm. Additional information can be found at www.heidi-miller.com. David Milstein David Milstein, VP of Engineering Milstein, Spoken’s solution architect, brings over 15 years of software development expertise and problem-solving to Spoken. His extensive experience ensures that software and program management at Spoken are exceptional and that uptime is at the maximum. Prior to joining Spoken, Milstein spent nearly 10 years at Microsoft Corporation in software development and management positions, working on emerging technology including cryptography, GSM, Smartcard, mobile services and mobile devices technologies. Prior to Microsoft, David was the head of software development at Fortress U&T, an Israeli startup that was sold to M-Systems in the year 2000. David holds 43 issued and pending patents and has a Bachelor of Science degree in Computer and Electronics Engineering from Ben-Gurion University.