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. The company will […]
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). While these market dynamics and growth are considerable, it is also important to consider the competing market forces of efficiencies, […]
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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. According to Kaiser Family Foundation research, the individual market grew by 46% in 2014 to […]
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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. I’m thankful to all the scientists and engineers who have invested their time and energy over the last few decades, and what’s most exciting to […]
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. But there were, as usual, snags that […]
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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. There was a lot […]
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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. In a recent study conducted by the Center […]
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. Visit our Resource Library to learn more about […]
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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. Improving the design of […]
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