It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. Today that means harnessing the power CX technology and human interaction. This hybrid approach combines the efficiency and convenience of AI-driven solutions with the empathy and understanding […]
Read More… from Harnessing the Power of CX Technology and Human Interaction in Customer Service
The recently published “CX and the Consumer: Pitfalls and Possibilities” report from Interactions, based on a survey of 1,000 U.S. consumers conducted in March 2023, reveals a disturbing trend: most companies are falling short of meeting customer expectations, leading to widespread frustration and dissatisfaction. With 76% of consumers expecting better customer service than they currently […]
Customer service has evolved from being a mere supplementary feature offered by businesses to a vital aspect in fostering enduring relationships with consumers in the competitive market landscape. The Interactions’ survey conducted in March 2023, titled “CX and the Consumer: Pitfalls and Possibilities,” involving 1,000 US consumers, demonstrates how exceptional customer service can be utilized […]
Read More… from Unlocking the Untapped Potential of Customer Service for Business Growth
There is no question that customer trust drives brand loyalty, engagement, exclusivity, and building lasting customer relationships. But how do we gain and nurture customer trust, and what are the consequences of losing it? That’s a question every customer experience (CX) executive spends their day trying to answer. Interactions CMO Peter Mullen recently participated in […]
Read More… from Embracing the Fusion of Authenticity, Trust, and Customer Loyalty
Treating customer experience like a transaction is a common mistake companies make that can seriously affect customer loyalty and retention, revenue, and reputation. Reasons Not to Treat CX Like a Transaction Focusing solely on the transaction ignores the overall customer journey, which is crucial to delivering positive customer experiences (CX). The customer journey includes many […]
Read More… from Why Companies Can’t Treat Customer Experience Like a Transaction
Interactions was awarded not one but two prestigious Stevie Awards at the 17th Annual Stevie® Awards for Sales & Customer Service, acknowledging our outstanding use of technology and partnership with NVIDIA. The awards recognized Interactions Trustera as a Silver Stevie Winner in the Best Use of Technology in Customer Service – All Other Industries category. […]
Read More… from Interactions Wins 2 Stevie Awards for Customer Service Technology Excellence
The use of automation in customer service and support has become increasingly popular as technology continues to advance — and for good reason: Automation can offer benefits such as increased efficiency, cost savings, and the ability to handle high volumes of inquiries. However, CX professionals should not view automation as a replacement for customer service, […]
Read More… from Automation Can Support (But Not Replace) Human Customer Service Agents
Throughout history, humans have had to adapt to new technologies emerging and integrating into their daily lives. Take the personal computer, for instance. At their inception, PCs were far from intuitive, yet they held the potential to transform many areas of our lives. Thanks to changing priorities and the rise of artificial intelligence (AI), we […]
Read More… from Humans Used to Adapt to Technology; Now, It’s the Other Way Around
Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. But what’s next? First off, it goes without saying that the companies that have not invested in […]
Read More… from 4 ways that enterprise virtual agents will evolve