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The Difference Between Customer Interactions and Customer Experiences

InMoment XI

Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. Quickly, we were asking ourselves not only about the characteristics of an interaction, but beyond that, what falls under the larger umbrella of customer experience?

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What’s More Important Than Customer Interactions? Nothing.

SaleMove

We examine how the interactions customers are having with your team carve a much deeper groove into customer loyalty–and how you can make it an effortless experience. The post What’s More Important Than Customer Interactions? appeared first on Glia Blog | Digital Customer Service Explained.

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Enhancing Customer Engagement Through Interactive Communications

Topdown

Not only within a company, but this also is reflected in the way an organization communicates and interacts with their consumers and customers. As such, interactive communications have become a major player in the world of business communications. Communication truly lays the foundation for any relationship.

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How to Control Call Avoidance and Interaction Avoidance

Playvox

Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and resources to determine whether actual interaction avoidance has taken place, but, ultimately, identifying instances of interaction avoidance can save your company money.

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Optimizing Your Customer Journey In 2022

Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on.

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Interactions Wins 2 Stevie Awards for Customer Service Technology Excellence

Interactions

Interactions was awarded not one but two prestigious Stevie Awards at the 17th Annual Stevie® Awards for Sales & Customer Service , acknowledging our outstanding use of technology and partnership with NVIDIA. The Interactions-NVIDIA partnership was a Bronze Stevie Winner in the Achievement in Customer Service Automation category.

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How to Better Tag Your Zendesk Customer Interactions

Playvox

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Why You Should Properly Tag Customer Conversations.

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

As digital channels dominate customer interactions, experiences are critical to get right. Not only does a better CX improve customer satisfaction, increase retention, and create more engagement, it also drives key business results, including lower operational costs and higher profits.

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Learning objectives: Review and pinpoint challenges in your CX strategy Learn how SaaS products are changing CX and UX Recognize and personalize your customers' needs and preferences Setting your DCX goals Best practices for implementing a customer-centric digital strategy and ensuring seamless interactions across channels The role of conversational (..)

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How to Leverage Quality Management to Transform the Customer Experience

Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. When was the last time you took a step back and really examined the quality management (QM) in your contact center?

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The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

How automating a customer service call isn’t as simple as using a script from a human interaction. You’ll learn: The internal stakeholders you need to involve and engage to make your conversational AI project a successful one. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent.

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How to Leverage AI to Drive A Better Human Experience for Your Customers

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

In this webinar, you will learn how: the use of AI can enhance the human experience in customer interactions. Join Adam Cutler, Co-Founder and Distinguished Designer at IBM Design, to learn how AI can bring growth, and the opportunity for long-lasting connections that help humans thrive.

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance.

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A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business.

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Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.