It should come as no surprise that getting the customer experience (CX) right is a company-wide endeavor. We’ve discussed the importance of the CMO in CX, and how their role may seem an obvious one to tackle the feat, but what about less-obvious c-suite roles? Because of their deep understanding of technology in the age […]
Read More… from Why Your CIO Should be Involved in Your CX Strategy
There are millions of social conversations happening about brands every day across social media sites — and more and more of these conversations are from customers with questions and concerns. In fact, Gartner estimates that by 2020, 90% of brands will be utilizing social media for customer service. And while voice is still the preferred […]
Read More… from Social Customer Care: Why It’s Important and How to Master It
We may be biased, but Interactions is a great place to work. The AI industry is booming, and our technology is helping our customers improve the customer experience with an intelligent solution that turns customer service from frustrating to satisfying. We spoke with our Chief People Officer, Elizabeth Lemons, about what it’s like to work […]
In today’s customer-obsessed marketplace, customer service interactions are now some of the most critical touch points an organization has with its customers. Which means measurements like Customer Satisfaction (CSAT) scores are increasingly important — all while high scores are ever harder to come by. Past research has shown that customers are frustrated with long hold […]
Read More… from 3 Reasons to Focus on Customer Effort Scores
Raise your hand if you’ve heard this before: “Customer experience is the new marketing.” Or: “Companies are now competing more on customer experience than product or price.” According to Dimension Data’s 2017 Global Customer Experience Benchmarking Report, 71% of organizations understand the importance of customer experience and cite it as one of their top performance […]
Read More… from When it Comes to your Customers, Obsession is a Good Thing
As we’ve discussed in the past, artificial intelligence and speech recognition are enabling technologies that help and assist humans. For Interactions, this means enabling enterprises to communicate better with their customers and improve the customer experience. AI is here to help and assist humans, not to replace us and our jobs. The reality is that, as […]
Read More… from Modern Technology in The Classroom: AI in Education
Recent research shows that improving Customer Experience (CX) leads to positive gains in revenue. Which means that — in the near future — leaders in CX will outperform laggards in generating revenue growth. Your customers want quick, easy access to the information they need via the most convenient channel. But deciding which solutions to use […]
For consumers and organizations alike, fraud is a growing cause for concern across all industries. The stakes are even higher, however, in industries like healthcare, which has suffered the highest number of fraud attacks of any sector over the past few years. The other significant concern in healthcare is account takeovers, where fraudsters obtain a […]
Read More… from Preventing Healthcare Fraud with Voice Biometrics