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June 20, 2016 • 3 minute read

Interactions to Highlight Research on the Modern Customer Care Journey at Forrester CXNYC 2016

Join Senior Interactions Leadership to Learn How to Simplify and Improve Your Customer Experience with Innovative Automated Customer Care Solutions

Interactions LLC, a leader in speech and natural language technology solutions, will host an interactive discussion at Forrester’s annual Customer Experience event, CXNYC, to be held June 21-22nd in New York City. The company will highlight the findings of recent research covering modern consumers’ typical Customer Care Journey and their perceptions and preferences with various care channels.

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 research revealed key insights regarding the modern customer care journey, such as the fact that most consumers use multiple channels to resolve a single customer service issue, and that IVRs continue to be a common source of frustration.

Michael Roche, VP of Strategy Execution and Jane Price, VP of Marketing will lead participants in an interactive discussion focusing on how to improve the customer care journey to better meet key business objectives, such as improving customer retention, generating new revenue, and lowering operating costs. Participants will learn how to leverage better customer care options – such as Virtual Assistant solutions – to address the growing concerns around and increased need for multichannel customer care.

About Forrester CXNYC 2016

As one of the most influential research and advisory firms in the world, Forrester works with business and technology leaders to develop customer-obsessed strategies that drive growth. The company’s unique insights are grounded in annual surveys of more than 500,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of its most innovative clients.

The annual Forrester CXNYC event focuses on how executive leadership, customer understanding, design management, culture, and measurement combine to contribute to the overall customer experience.

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

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