Did you know that 89% of customers switch to a competitor after a single instance of poor customer service(1)? That’s because no one wants to do business with an organization that treats customers poorly. In today’s dynamic landscape of customer service and contact center experience, where every interaction counts, businesses must strive to not just […]
The customer service industry has long been exploring the potential of AI, with hundreds and thousands of providers already crowding the market and promising various benefits. Further, the recent boom of Generative AI has exponentially changed the landscape, and the rapid pace of development has left CX and customer service leaders grappling with a new […]
Read More… from From Data to Delight: Interactions Success in Customer Service Beyond Numbers
In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. Yet, it’s easy to negatively impact CX with technology solutions that promise good […]
Read More… from Crafting Memorable Moments: 5 Strategies for Elevating CX Interactions
At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. We asked the participants to work through the development of a transformation strategy, and identify the priorities, […]
How Can the Bar be Raised to Surpass Customer Expectations? In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is […]
Read More… from When Good Isn’t Enough: Developing Customer Care that Exceeds Expectations
39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Amongst businesses, this remains a barrier to achieving CX excellence. Is it possible to navigate the strategic crossroads between pursuing quick wins and aiming for game-changing nirvana? The best and […]
Read More… from Quick Wins or Slow Burners: The Pursuit of CX Excellence
Do you remember the mad dash to do the required reading before the start of the school year? The memories of rushing to start the year off on a good foot, and to ensure that happened, having the Cliffs Notes versions nearby to provide a memory refresh of important details was imperative. Similar to the […]
Read More… from Conversational AI in CX: The Cliffs Notes Edition
Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Leaders in Conversational AI for the past decade, Lindsay and Ed discussed their roles and how they see CX in the utilities space, their relationship […]
Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. If recordings were published, your grandmother would surely blush! Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Brands committed to creating exceptional customer experiences have turned to conversational […]
Read More… from Interactions IVA: taking the dread out of contacting customer service