Unfortunately, automation can have the reputation of being more frustrating than helpful. This misconception mostly comes from experiences with outdated and inefficient technologies, like IVRs and chatbots. These technologies have limited functionality and often fall short of customer expectations because their purpose is not to elevate customer experience, but rather to contain and deflect. What […]
3 ways Conversational AI will Transform Revenue Cycle Management
A myriad of internal hurdles and immense pressure to do more with less, while still improving performance is a story all too familiar to Revenue Cycle Management (RCM) companies. Balancing the best interests and prioritizing the needs of employees, treating patients with empathy and kindness, and reducing the cost to collect debt, each require their […]
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5 Ways Old School Etiquette Applies to Modern Customer Care
When it comes to etiquette, the first thing that usually comes to mind is which fork should I use? However, etiquette extends far beyond the dinner table into everyday social and business settings, formal occasions like ceremonies, and yes, even to customer experience. The word etiquette is synonymous with Emily Post, who is famous for […]
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“Moving” In to Our Virtual Office: How to Make Permanent WFH A Success
Like most companies, ours went entirely remote in March. But unlike many, we already know that we won’t be going back. We were waiting for the greenlight to return to business as usual when a funny thing happened. Instead of asking when we should go back, we started asking why we should go back. Our […]
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Four Ways Insurers Can Improve CX for Market Differentiation
In recent years, the insurance sector has experienced an uprise in disruptive innovation. Combined with the disruption caused by the pandemic, there is a huge opportunity for insurers to transform the way that they do business, especially in customer experience. This digital transformation, especially with respect to personalized self-service, efficiency, and speed, can be a […]
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4 ways to avoid a disjointed customer journey
Think back to a bad customer experience that you’ve had. We all have a story (or multiple). Some involve a rude agent who couldn’t locate the correct information. Others are a wild goose chase about trying to get a refund. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey. And if […]
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Investing in CX: A CFOs Guide to Automation
The ROI of CX Many companies claim to be customer-centric. But, to be truly obsessed with your customers, companies must take the leap and tie financial performance to CX. This type of mindset encompasses everything from how a company allocates resources, the strategic initiatives they take on, and the technology that they evaluate and deploy. […]
In pursuit of optimality
This blog is written courtesy of Interactions R&D team. Technological shifts during the past three decades in computing, including personal computers, hardware acceleration, and ubiquitous computing, complemented by a data revolution — collection, aggregation, storage, and dissemination made possible by ever expanding communication network infrastructure– have had a profound and transformative impact on our daily […]
Three Challenges Logistics Providers Face and How Conversational AI Can Help
We live in a time where you can click purchase on an online shopping order one day, and expect to receive the item in the mail the next. Speed, quality, and service are expected at every stage of the customer journey, regardless of the responsible party. To meet this expectation, in the past few years […]
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