Interactions Blog

We're halfway through 2021, and it's time to see how customer experience is shaping up against the predictions that were set. See how far (or not) CX has come in the past six months and where we think it will end up at the end of this year.

We recently surveyed consumers to find out what their comfort level was across a variety of everyday AI applications in the following categories: business, home, healthcare, and on the road. Read about some of the highlights that we found in this blog.

While a lot of the benefits of AI are centered around customer experience, the elevation of agent experience should not be discounted. Beyond the reduction in operational expenses, agent experience can have a tremendous impact on the entire business. In this blog, learn about the levels of agent augmentation to see the varying degrees of involvement and sophistication that can be offered.

Learn the basics of RPA (robotic process automation) and how it can help customer experience and agent experience.

How can travel and hospitality brands be prepared for the dramatic (yet unpredictable) shift in demand while maintaining high quality customer experience? Learn three strategies in this blog.

The way customers interact with brands has fundamentally changed. Learn the ways brands must improve the customer experience by making it easy for customers to engage using their optimal channel of choice in this blog.

Humans and AI can be combined in many ways to achieve optimal performance results, depending on the unique needs of the industry and the company. Learn three ways that humans can work together with AI for the best customer experience in this blog.

Learn about our Intelligent Virtual Assistant for Insurance, an IVA specifically designed to meet the unique needs of insurers and policyholders.

As collection agencies seek innovation, they should always keep the following customer needs in mind. Learn considerations and best practices when implementing technology in the collections industry in this blog.

When it comes to digital channels, it’s important to have a unified, cohesive, and consistent strategy across all possible touchpoints. In this blog, we will break down how a digital experience impacts a brand’s overall perception and performance, and where companies should focus their efforts moving forward.

Proactive communication can help a brand build a solid foundation for lasting customer loyalty. Learn three best practices to keep customer experience at top of mind when implementing a proactive communication strategy.

Unlike many companies, we won’t be headed back to our physical office as the vaccine becomes more readily available. But we have rallied around the certainty that a company culture is carried by its people, not its office space. As we near the one-year anniversary of our transition to remote work, learn three key tenets that have fueled our virtual culture from our Chief People Officer, Mary Clermont.