Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/275987 
Year of Publication: 
2018
Citation: 
[Journal:] Marketing Review St.Gallen [ISSN:] 1865-7516 [Volume:] 35 [Issue:] 4 [Year:] 2018 [Pages:] 22-29
Publisher: 
Thexis Verlag, St.Gallen
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.
Document Type: 
Article

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