Interactions Blog
Insights from Frost & Sullivan: Optimizing Customer Experiences with Generative AI and Humans
At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Recently, we hosted a workshop and asked participants to work through the development of a transformation strategy. Here’s a summary of the workshop and the insights gleaned.
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.
Are Millennials Driving Up Health Insurance Costs?
Earlier this week I shared some thoughts on the emergence and growth of the individual market within the health insurance space, largely based on the implementation of health insurance exchanges and the Affordable Care Act (ACA).
The Transformation of Customer Care in Health Insurance
It’s been six years since the Affordable Care Act (ACA) was signed into law and the impact on the health insurance market has been clear: the shift from employer-based health insurance to a market of individuals is in full swing.
The Rise of Intelligent Virtual Assistants
I recently presented at SpeechTEK 2016 and was very encouraged by the enthusiasm and momentum surrounding our industry. It’s clear that Artificial Intelligence (AI) technologies have finally come of age.
Can Conversational Virtual Assistants Offer a Better Way to Travel?
Recently, my family and I traveled from Boston to a vacation out West, leaving the cold, snowless city in search of sun and better skiing. We flew a national airline, rented a car, and stayed in a vacation rental home — all booked online. Mostly, it went fine.
The Future of Automated Customer Care is a Bright One
Recently, I hosted a forward-thinking interactive session at Frost & Sullivan Customer Contact East titled “Automated Customer Care with a Human Touch.” Based on the findings from a recent study on consumers’ experiences with automated customer service interfaces, the session raised some interesting points about the current state of customer care.
Simplifying Your Customer Care Journey
Did you know that the majority of consumers contact companies on multiple channels just to resolve a single issue? This means that your customers are browsing, typing and calling just to get something done – which can make the customer care journey feel more like a hike.
Why Your Customer Care Journey Might be More of a Hike
Did you know that the majority of customers start their journey online, before branching out to other service channels in search of a solution? This means that your customers might be spending a lot of time searching, chatting or calling to find the answer that they need.
Best Practice Series: Designing for Customer Experience
For many companies, an automated phone system, such as Interactive Voice Response (IVR), is the first and most critical interaction your customers will have with your customer experience journey. It’s therefore an important time for your business to stand out by delivering superior customer service that results in a competitive advantage.
How Machine Learning Adds Value to Customer Experience
Recently, Harvard Business Review published an article highlighting how many organizations are reengineering business processes with powerful machine learning algorithms.
3 Tips for Designing a Superior Customer Care Experience
At Interactions, we’ve been talking a lot recently about how the ability to deliver a superior customer care experiences is becoming an increasingly important factor in determining business success. And it’s clear that we aren’t the only ones noticing this shift.
Why (and How) the Speech Industry Needs to Change
Increasingly, we are living in a customer-obsessed business environment. In fact, some analysts have even gone so far as to call customer experience one of the top critical success factors determining which businesses will win and fail in 2016 and beyond.
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