Because of the regulated nature for many utility providers, customer retention is often not top of mind. But CX still matters– customers have grown to expect fast, convenient, and conversational service in multiple channels. The Prime Effect, explains how the immediate, or instant gratification of working with brands like Amazon, have had a massive impact […]
Read More… from Why CX should be a central part of any utility company’s business strategy
Customer experience comes down to creating the easiest path possible for customers to complete their tasks. Whether enrolling in an insurance policy, returning a dress, or booking a flight, the principles of good customer service remain the same whether online, over the phone, or face-to-face. In this way, you can think of digital customer experience […]
Read More… from Creating A digital storefront through customer service
In customer experience, wasting time is one of the biggest pain points for consumers. In a recent survey, we found the top obstacles people experience when contacting customer service have to do with time, such as long wait times or wasted time due to inefficient processes. When we asked consumers to indicate what they had […]
Read More… from It’s time for a change. How to improve customer experience with Conversational AI
The labor shortage is affecting every industry. According to an article in the Wall Street Journal, “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.” Not […]
Contact centers have been around for decades. They started as call centers as they were formed prior to the Web when the phone was the only alternative to an in-person conversation. Through the years, as the Web and e-commerce gained full adoption, click to chat emerged, and call centers evolved into the modern contact center. […]
Read More… from What Does the Future Hold for Contact Centers?
Omnichannel customer engagement seemed like the promiseland. Customers were given the ability to engage on any of the multiple channels a brand deployed and jump between those channels with ease. What’s a better experience than that? Giving control and options to customers seemed like a logical way to improve the customer experience. With several years […]
Read More… from Omnichannel is over- It’s Optichannel’s time to shine
Previously a senior executive at Apple and eBay, Cathal brings more than 25 years of experience in sales, marketing, and project management to his role as President of Interactions. We sat down to catch up with him at his 3-month mark and get his thoughts on his move to Interactions. What made Interactions your next […]
Read More… from Q&A with Cathal McCarthy, Interactions President
We know that customer experience is important, and businesses are investing a lot of money to improve it. However, the field of customer experience, especially digital experience, is still relatively new. Therefore, it’s common for companies to be learning as they go. This however, doesn’t always yield the best results. In a recent Gartner study, […]
Read More… from 5 things that are hurting your customer experience (that you think are helping)
Digital transformation has been a hot topic for years, and the pandemic has accelerated the consumer demand for better digital self-service offerings and customer experience. In fact, in a recent report by Salesforce, 88% of customers say they expect companies to accelerate digital initiatives due to COVID-19. This has put pressure on brands to put […]
Read More… from 5 Reasons Your Digital Transformation is Not Moving Fast Enough