Modern user interfaces are sometimes customizable but are rarely truly dynamic; you may be able to change your phone’s accent and what it calls you, but otherwise its responses don’t change whether you are 18 or 81, a new user or an old friend. This is not, however, the way humans interact naturally with each […]
Read More… from Sorry, do I know you? The role of personalization and context in virtual assistants
Maintaining customer experience in a time of unpredictability is no small feat. Unexpected volume means that agents are not only overwhelmed and inundated with repetitive tasks, but customers are also unbelievably frustrated with subpar support driven by long queues and poor service. Brands are posed with the difficult task of handling the unexpected without detracting […]
What is the Peak-End Rule? Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect. They discovered that humans don’t actually recall events in their entirety, but rather the snapshots of the most intense moments become a memory. They discovered this by submerging […]
Read More… from What’s the Peak-End Rule and Why It Matters in CX?
How are you delighting your customers? For large retailers, this question is of paramount importance, especially during the holiday shopping season. A delighted customer is loyal. Increased loyalty often translates into those customers making more purchases, more often. A recent study found that 50% of loyal customers will make more purchases with their preferred retailer and 60% […]
Read More… from Delighting for Dollars… How Improving CX Increases Loyalty for Leading Retailers
Building and deploying innovative technology is time-consuming and stressful, especially when your customer experience could be at risk. There are often variables that are out of your control, making the process daunting and scary. One of those variables is the investment, otherwise known as the price you pay for the system and its use. Types […]
Read More… from Success-Based Pricing Model: What Does It Really Mean?
15 years ago, the impact that technology has on customer care could not have been predicted. In fact, the importance of customer care and the entire customer journey was only beginning to be recognized. Our forward-thinking approach to customer experience, combined with world-class research and development teams from early on, steered us onto a path […]
The customer is always right. This saying has been around for quite some time, and for a good reason. It’s synonymous with the delivery of impeccable customer service, which has been proven to make loyal customers and increase revenue. But if customers are always right, why are we making them conform to our ways of […]
Read More… from The Customer is Always Right (And How Conversational AI Can Help)
What’s the difference between a good IVA and a great one? You’ve probably had experiences with an “okay” IVA. It got the job done, but maybe not in the fastest or most efficient way. You may have had to repeat a few things, or maybe it took a few tries for the technology to understand […]
Thinking of implementing AI and Machine Learning in your collections company? These questions will help you select the right partner and see actionable results at scale We recently attended InsideARMS’s First Party Summit 2019, a conference tackling the unique challenges of first party collections, outsourcing, and customer care. It was full of great conversations, insightful […]
Read More… from Six Questions to Ask Your AI Vendor in the Collections Industry