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Interactions and Center for Research on the Information Society to Host Webinar Highlighting Consumers’ Journeys in Customer Care from Recent Study

April 25, 2016

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“Simplifying Your Customer Care Journey” webinar to discuss surprising research findings on today’s customer care complexities and how to improve customer experience


Franklin, MA – April 25, 2016
– In a webcast titled, “Simplifying Your Customer Care Journey,” Dr. Jill Walsh, postdoctoral fellow in Sociology at Boston University, and Jane Price, Vice President of Marketing at Interactions LLC, will share research findings on how consumers navigate the complexities of customer care, based on a recent study conducted by the Center for Research on the Information Society in affiliation with Interactions.

During the webinar, Dr. Walsh and Price will explore current customer care preferences, how common systems are falling short on customer experience, and how satisfaction and retention can be improved. With many technology options available for customer care – including voice, web, text and other automated offerings – the webinar will also spotlight what consumers are experiencing today and if these innovations in customer care are making an impact.

The study, titled “Human Touch and the Customer Service Experience,” surveyed more than 1,300 people about their most recent experiences with customer service technology. Through an online survey and in-depth interviews, the study focused primarily on interactive voice response systems (IVRs), chat, text, social, and the role of technology in relation to customer service. The presentation will elaborate on direct feedback from these focus groups to uncover what’s working – or not – between consumers and the brands they interact with today.

Further details on the webinar include:

WHO:                  Dr. Jill Walsh, postdoctoral fellow in Sociology at Boston University,
and Jane Price, Vice President of Marketing at Interactions LLC
WHAT:               Join Dr. Walsh and Price on a virtual presentation as they discuss
the complexities of today’s customer care journey and elaborate on
direct feedback from research study focus groups on the common
pain points customers experience when communicating with brands.

WHEN:             Tuesday, April 26 from 11:00am -12:00pm EDT
WHERE:          Click here to register for the webinar
For more information on the study, “Human Touch and the Customer Service Experience”, please visit www.interactions.com.

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About Interactions
Interactions is a leading provider of speech and natural language technology that enables businesses and consumers to engage in productive conversations. With flexible products and solutions designed to meet the growing demand for unified, multichannel customer care, Interactions is delivering significant cost savings and unprecedented customer experience for some of the largest brands in the world. Founded in 2004, Interactions is headquartered in Franklin, Massachusetts with additional offices in Indiana, Texas, New Jersey and New York. For more information, visit www.interactions.com.

Media Contact:
Julie Sellew, Matter Communications
401-654-4976
interactions@matternow.com

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