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 […]
Unlocking the Untapped Potential of Customer Service for Business Growth
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 […]
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Embracing the Fusion of Authenticity, Trust, and Customer Loyalty
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 […]
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Interactions Research Paper Highlights Trustera’s Real-time PCI Data Redaction
“Trustera: A Live Conversation Redaction System,” a research paper written by a team of Interactions research scientists, details a new approach for redacting payment card industry (PCI) from audio data: Interactions Trustera, an AI-driven audio redaction service that redacts PCI data in real-time and protects the entire duration of the call. The paper will be […]
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4 Ways to Navigate PCI Compliance for Remote Contact Center Agents
Protecting customer PCI data is always a risk for contact centers, regardless of whether agents work in-center or remotely. However, with more agents working offsite, contact center PCI compliance becomes much harder to enforce. One of the biggest challenges lies in remote contact center agents taking credit card data over the phone. While agents must […]
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Why Companies Can’t Treat Customer Experience Like a Transaction
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 […]
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High Tech Demands High Touch: Balancing CX Automation with Human Interaction
In his 1982 bestselling book Megatrends: Ten New Directions Transforming Our Lives, futurist John Naisbitt forecasted that a high-tech world would demand a high-touch balance. In other words, as technology becomes more advanced and prevalent, there is an increasing need for personal human interaction. Forty years later, with startling advancements in autonomous technology in many […]
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Interactions Wins 2 Stevie Awards for Customer Service Technology Excellence
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. […]
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Can ‘Experience’ in CX Survive without Humans?
As technology advances, so too does customer experience (CX). With the rise of automation, many businesses wonder if the human touch is still necessary. After all, if a machine can do the job just as well (if not better), why keep humans around? That said, is it possible for CX to exist without human interaction? […]
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