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About the Author

Megan Haas

Megan is a content copywriter with experience in retail and technology industries. At Interactions, she is responsible for communicating industry news and product offerings across digital and social channels. Megan holds a BS in Marketing from Northeastern University.

Customer Experience vs Customer Service

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Customer experience versus customer service: what’s the difference?

What's the difference between the terms customer service and customer experience? What about customer journey? Learn how understanding the difference between these terms can ensure that contact center technology is successful.

Why is customer service getting worse?

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Why is customer service getting worse?

Even though technology is improving, customer experience seems to be getting worse. Why is this happening and how can brands use technology to actually improve their CX? Find our in our blog.

If you can’t do voice, you can’t do omnichannel

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If you can’t do voice, you can’t do omnichannel

The promise of omnichannel–a seamless integration of automated self-service across digital and voice channels– had us believing that customers could call a business, pause the conversation, and then pick up the same conversation without losing context through texting. In reality, there are only a handful of companies who have achieved this. Why? They aren’t optimized for voice. Learn more in this blog.

What’s holding back the contact center from DX?

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What’s holding back the contact center from digital transformation?

Even with more advanced technologies, we are still seeing contact centers stuck in the same outdated model resulting in long waits, multiple transfers, and unproductive conversations. Learn what's holding contact centers back from evolving in our blog.

Real Self Service

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What does self-service really mean?

Conversational AI vendors have begun to market self-service as a catch-all phrase. Learn what characteristics are needed to be present for true self-service versus simple automation in this blog. 

Successful CX Conversation

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What makes a successful CX conversation?

Human-like conversation refers to the intuitive speaking and progression of conversation that is needed for a smooth communication. In fact, even human agents can deliver unnatural and complicated conversations. Learn the best practices to incorporate true conversation in customer experience in this blog.

Conversational AI and Banking

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Conversational AI and Banking

As we shift into this new age of customer technology, banks who implement Conversational AI with systems that can incorporate both secure and accessible experiences, without compromising on compliance and regulation or the quality of the self-service interaction will stand out from the rest.

Keys to customer loyalty

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The key to building customer loyalty? Conversation

When customers feel trust with a brand, they are more likely to stick around. Building trust requires genuine conversation and connection with the customer. Learn what makes a good customer conversation, and how it improves customer experience in this blog.

Common Band-aids for CX

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Common Band-aids for CX (and why they don’t hold up)

From upbeat on hold music to redirecting customers to the website, companies are trying to find ways to make waiting on hold more enjoyable. But is it really working?

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