Industry experts to support your customer service vision

Your business is complex and fast-paced. Finding time to step back and define the right customer service roadmap and strategy can be challenging. That’s where Nuance comes in.

Your trusted advisor for customer service that works

Nuance Business Consulting provides strategic guidance and actionable roadmaps that deliver exceptional customer service. With deep industry expertise and over 20 years of experience, our consultants create strategies that meet the ever-changing demands of your customers – and drive business results.

The benefits

Focused on your customers

Delivering a great customer experience increases customer loyalty and business opportunities. We focus on identifying the optimal experience, comparing it to your peers and driving meaningful results.

Focused on your solutions

Our team takes a technology-agnostic approach to consulting and provides unbiased, objective viewpoints to compliment your business strategy.

Focused on your bottom line

We create plans that improve your bottom line by reducing technology and contact center costs while focusing on the customer experience to drive loyalty and revenue.

Strategic planning

A roadmap to achieving your business goals

Strategic planning engagements focus on aligning the evolution of your contact center and service experiences with the key business goals of your company. If you’re planning to invest significant resources to improve the interactions with customers, you need an actionable, customised strategy that encompasses capital constraints, customer value, legacy technology investments and plans for growth.

Our strategic planning portfolio
Technology migration

We conduct a full analysis of the current and proposed future state of your technology to determine an optimal migration strategy. The assessment considers the impact of automating self-service capabilities and the overall impact to the enterprise.

Launch support

Our team delivers a comprehensive launch plan for the introduction of new self-service initiatives and technologies to your internal and external audiences, with a focus on driving maximum acceptance, usage and caller satisfaction.

Performance metrics and continuous improvement

Nuance creates a comprehensive metrics and measurement strategy based on industry standards and your business goals, including optimal KPIs, reports and management strategies to drive continuous improvement.

Customer experience development

A roadmap to delivering exceptional service

Customer experience engagements focus on in-depth analysis of customer service channel accessibility, usability, ease-of-use and consistency, plus the impact on the customer experience across channels. We deliver comprehensive insight, giving you a broad view of the current service experience along with actionable, customised strategies and recommendations. All so you can make intelligent and well-targeted improvements.

Our customer experience portfolio
Cross-channel experience

We analyse and assess customer contact points across the enterprise – including phone, web, email, chat and mobile – to identify ways you can improve the experience for customers along their cross-channel journeys.

Self-service application assessment

Our team ensures you’re providing the most appropriate and impactful self-service applications in your industry, so that your customers have easy access to the information they need across their choice of channels.

Identification and authentication

Nuance will develop a strategy enabling you to launch a successful and secure customer authentication solution for voice and other service channels. This strategy will ensure high adoption rates and ease-of-use while adhering to regulatory and security standards.

View Caller Authentication data sheet

Voice and persona branding

We analyse and assess key corporate brand attributes and customer preferences to provide guidance in deploying a consistent brand image that spans channels.

View Voice Identity Program (VIP) data sheet

What our customers are saying


Diving deeper into industry expertise for your customers

Data sheet

Business Consulting customer experience roadmap
Our customer experience roadmap is delivered by Business Consultants specialising in strategy and vision, and professional services experts offering best-practice experience gained through thousands of successful customer service solution deployments.


Is it time to transform your contact center?
Outdated or end-of-life technology may hinder your ability to deliver the customer care experience savvy consumers expect. View this as an opportunity to strategically update to solutions that deliver a great customer experience and boost your company’s bottom line.

Optimising and personalising the end-to-end customer experience
Learn how to evaluate all touch-points throughout the interaction – from customer identification and authentication to business and customer profile-based routing strategies to effective user interface design and call handling.

Case studies

The Standard
This leading provider of financial products and services partnered with Nuance Business Consulting to identify ways to improve the customer experience.

Blue Cross and Blue Shield of Minnesota
Read how Nuance helped the health plan provider build a multi-channel strategy for an integrated, consistent member experience.


Blue Cross and Blue Shield of Minnesota
Learn about Blue Cross and Blue Shield of Minnesota's vision for customer care and how Nuance is playing a critical role in defining their multi-channel strategy and helping them deploy innovative and intuitive self-service systems.

The customer experience starts now. Learn how we can help you develop the right plan of action.

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