Log in
E-mail
Password
Show password
Remember
Forgot password ?
Become a member for free
Sign up
Sign up
New member
Sign up for FREE
New customer
Discover our services
Settings
Settings
Dynamic quotes 
OFFON

NUANCE COMMUNICATIONS, INC.

(NUAN)
  Report
SummaryQuotesChartsNewsRatingsCalendarCompanyFinancialsConsensusRevisions 
SummaryMost relevantAll NewsAnalyst Reco.Other languagesPress ReleasesOfficial PublicationsSector newsMarketScreener Strategies

Nuance Communications : Kicking the digital front door open

08/03/2021 | 07:33am EDT
Kicking the digital front door open

The challenges of the past year made providing digital experiences a must, whether your organization needed a way to serve its customers or see its patients. A new study by OnePoll pulled insights from 11 countries - from the US to Australia - to explore the enduring impact on people's attitudes towards digital technology. It found a world ready for smarter, faster, more secure experiences that retain a vital human touch.

Posted August 3, 2021

Over the last 18 months, organizations of every kind-from global enterprises to healthcare providers-leaned into technology to help them deliver their services. Brands began serving more customers through their digital channels. Physicians became used to delivering patient care via video calls.

But as we've all become increasingly reliant on digital technology, how have our feelings towards it changed? And what opportunities might our new attitudes and expectations create?

Recently, OnePoll conducted an international survey of 10,000 people, exploring humanity's changing relationship with digital technology and experiences. They reached out to 1,000 respondents in each of the following countries: US, UK, Australia, Germany, France, Belgium, and The Netherlands, Sweden, Italy, Spain, and Mexico.

Here's what was discovered:

Tech-savviness has soared post-pandemic, but we still want the personal touch

The majority of consumers (58%) believe that, even after the pandemic, they'll have more digital interactions than they did previously. One reason for this perception may be that the quality of the experiences they've found online is equivalent or even better than those available face to face.

Sixty-six percent reported having a 'good' or 'excellent' experience using online customer services in the past 12 months for tasks they might previously have chosen to complete in person.

Digging into why these experiences had been positive, the most common answers were as follows:

  • My issue was resolved (48%)
  • It was convenient (46%)
  • It was fast (45%)

These results should reassure organizations looking to double down on digital experiences post-pandemic and deliver the speed and convenience that consumers value so highly.

For many, this will mean introducing new opportunities for customer self-service with the help of messaging, more sophisticated virtual assistants and IVRs. But brands must also build effective bridges between self-service and live agent interactions-so the human touch is always there for those who need it, whenever they need it. After all, the desire to 'speak to a 'real' human' was still among the most common reasons respondents gave for preferring one channel to another.

Consumers are placing more trust in digital technology

Consumers and patients embraced digital technologies over the past year with increasing comfort and trust.

Forty-seven percent of adults feel more comfortable using their smartphones to access accounts than they did before the pandemic, for example. What's more, 50% feel more comfortable using biometrics to authenticate themselves, and two in five (38%) now identify biometrics as their authentication method of choice.

But even as confidence in digital channels ramps up, brands must take care to develop an integrated approach to service delivery; while 51% of adults now prefer using a company's app or website to complete tasks such as banking, 52% still prefer to ask a company a question over the phone.

Ultimately, customers want quick and effective conversations when calling a brand or messaging its chatbot. The smartest organizations will take advantage of the increased trust in biometrics to provide seamless, secure authentication and personalized experiences.

Patients are ready for digital healthcare

The past year has had an equally profound effect on attitudes to digital healthcare. The survey found that over a fifth (22%) of patients have turned away from face-to-face appointments as their preferred way of receiving medical advice.

More than two-fifths (42%) of patients are now comfortable accessing medical advice and treatment remotely. Of these, 16% are 'very comfortable.'

Most patients are also open to greater use of AI in healthcare:

  • 57% are comfortable or very comfortable with AI-powered technology being used to securely record patient-doctor interactions and produce clinical documentation
  • 55% would be open to their doctor using AI to produce clinical documentation instead of using hand-written notes

When asked why, 57% highlighted the potential to speed up appointments, 41% said they believed it would help their doctor focus on the diagnosis, while 37% said it would lead to more accurate and detailed medical information.

Over the course of the pandemic, healthcare organizations have been forced to transform the way they deliver patient services. The research suggests there's no going back. Digital appointments have quickly become a part of everyday life for patients, and expectations around healthcare delivery have evolved.

Patients aren't just open to smarter, tech-enabled services; they're ready to actively choose those services if they reduce appointment time or allow practitioners to focus on diagnosis and treatment. This gives healthcare providers a clear mandate to embrace modern, AI-powered technologies with the potential to improve experiences for patients and clinicians alike.

Some healthcare organizations already realize the potential of AI to modernize their 'digital front doors'-and Nuance is proud to be helping them do it.

Methodology

The online survey, conducted by OnePoll, was carried out between 21/04/2021-07/05/2021 and polled 10,000 consumers across UK, US, France, Germany, Australia, Spain, Italy, Sweden, Belgium, Netherlands and Mexico.

OnePoll is a survey-led marketing research company specializing in online and mobile polling. It is a member of ESOMAR (European Society for Opinion and Marketing Research) and all OnePoll researchers are members of the MRS (Market Research Society), meaning that all its research projects are checked for compliance with the MRS code of conduct.

Tags: DigitalExperiences
Find out more about what we do to amplify the ability to help others.

Learn more about what we do to shape digital experiences, and the new opportunities this could create for your organization.

Learn more

Disclaimer

Nuance Communications Inc. published this content on 03 August 2021 and is solely responsible for the information contained therein. Distributed by Public, unedited and unaltered, on 03 August 2021 11:32:14 UTC.


ę Publicnow 2021
All news about NUANCE COMMUNICATIONS, INC.
09/23NUANCE COMMUNICATIONS : Ranked #1 Solutions Provider by Black Book Research Across Speech ..
PR
09/20NUANCE COMMUNICATIONS : SCL Health Enhances Patient-Provider Experiences and Maximizes EHR..
PR
09/20SCL Health Enhances Patient-Provider Experiences and Maximizes EHR Value with Nuance Dr..
CI
09/15INSIDER SELL : Nuance Communications
MT
09/15NUANCE COMMUNICATIONS : Improving financial performance with the Dragon Ambient eXperience
PU
09/14NUANCE COMMUNICATIONS : Leidos Selects Nuance Omnichannel Conversational AI Platform to En..
PR
09/14Leidos Selects Nuance Communications, Inc. Omnichannel Conversational AI Platform to En..
CI
09/14NUANCE COMMUNICATIONS : Bringing intelligence —and investment protection – to ..
PU
09/13NUANCE COMMUNICATIONS : Launches AI-Powered, Cloud-Based PowerScribe One Radiology Reporti..
PU
09/08NUANCE COMMUNICATIONS : U.S. Department of Veterans Affairs Migrates to Nuance Dragon Medi..
PR
More news
Analyst Recommendations on NUANCE COMMUNICATIONS, INC.
More recommendations
Financials (USD)
Sales 2021 1 380 M - -
Net income 2021 -14,7 M - -
Net Debt 2021 1 077 M - -
P/E ratio 2021 -1 102x
Yield 2021 -
Capitalization 17 336 M 17 336 M -
EV / Sales 2021 13,3x
EV / Sales 2022 12,5x
Nbr of Employees 7 100
Free-Float 98,3%
Chart NUANCE COMMUNICATIONS, INC.
Duration : Period :
Nuance Communications, Inc. Technical Analysis Chart | NUAN | US67020Y1001 | MarketScreener
Technical analysis trends NUANCE COMMUNICATIONS, INC.
Short TermMid-TermLong Term
TrendsBullishBullishBullish
Income Statement Evolution
Consensus
Sell
Buy
Mean consensus OUTPERFORM
Number of Analysts 4
Last Close Price 55,12 $
Average target price 57,00 $
Spread / Average Target 3,41%
EPS Revisions
Managers and Directors
Mark D. Benjamin Chief Executive Officer & Director
Daniel David Tempesta Chief Financial Officer & EVP-Finance
Lloyd A. Carney Independent Non-Executive Chairman
Mark Sherwood Chief Information Officer & Senior Vice President
Joseph Carl Petro Chief Technology Officer & Executive VP
Sector and Competitors
1st jan.Capi. (M$)
NUANCE COMMUNICATIONS, INC.25.24%17 368
MICROSOFT CORPORATION34.59%2 249 583
SEA LIMITED71.02%187 959
ATLASSIAN CORPORATION PLC77.00%104 167
ZOOM VIDEO COMMUNICATIONS, INC.-19.26%80 926
DASSAULT SYSTÈMES SE49.11%76 238