Today’s customer journey doesn’t follow a straight line, and it certainly doesn’t stick to one channel. Whether it’s a quick question over chat, a follow-up by phone, or a request through SMS, customers expect to get help when and how they want it. That expectation holds true across industries and demographics, and it’s raising the […]
Read More… from Customer Expectations Are Changing. Is Your Service Strategy Keeping Up?
When budgets drive business decisions, how can financial services leaders ensure that customer engagement and ease don’t fall by the wayside? This challenge is the culmination of several large issues facing financial services companies today: The competitive gates have been thrown wide open with neobanks, direct banks, digital wallets, P2P payments, and digital banking in […]
Read More… from Cost Cutting vs. CX: How FinServs Can Find the Right Balance
Contacting a utility company’s customer service is no one’s idea of a fun way to spend an afternoon. Yet, some aspects of the customer experience are particularly frustrating for utility customers—long wait times, confusing payment processes, and poor communication are among the most common complaints. Dissatisfied customers can cost your business more than just goodwill. […]
In today’s hyper-competitive business landscape, customers expect seamless and frictionless experiences. If your brand makes customers jump through hoops to resolve an issue, they won’t just be frustrated, they’ll leave. Research shows that 96% of customers who experience high-effort interactions become disloyal. On the flip side, reducing effort can increase repurchase intent by up to […]
Read More… from Why Customer Effort Score is the CX Metric You Can’t Afford to Ignore
For retailers, there are certain table-stakes expectations when it comes to Intelligent Virtual Assistants (IVAs). An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. A better, more advanced IVA may be able to process branded card payments and even manage returns without escalation. A […]
Read More… from 6 Unexpected Things Your Retail IVA Can Accomplish
As AI has won the attention of teams across the enterprise for its efficiency and CX benefits, these technology investments are coming under closer scrutiny than ever before by compliance and risk teams. Especially in heavily regulated industries like financial services, the potential benefits of an AI-driven solution cannot outweigh compliance red flags. At Interactions, […]
Read More… from De-Risking AI: 7 Ways Interactions Builds Compliant IVAs for Financial Services
Balancing Automation and the Human Touch The customer experience (CX) landscape is rapidly evolving, and artificial intelligence (AI) has emerged as a crucial component for businesses to stay ahead. The emergence of Generative AI and Large Language Models (LLMs) has gained significant traction, particularly in customer service and contact center applications, further highlighting AI’s transformative […]
Highly regulated industries, especially those that deal with critical moments in customers’ financial journeys, can be a tough nut to crack when it comes to contact center automation. Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight. Financial services companies, especially insurance, need the ability to automate […]
Read More… from Built for Complexity: How Interactions IVA Rises to Insurance Challenges
Utility outages due to extreme weather are accelerating customer service challenges for utility providers. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports. Eight in 10 major U.S. power outages since 2000 have been due to […]