TSIA Interact: Key Takeaways

Education Services Group

This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum.

How to Survive the Avalanche of Customer Interactions with Automation

Inbenta

In that context, it is of paramount importance for companies to find new or better ways to deal with the massive amount of online interactions they’re now facing. So how can a Customer Interactions Management Platform come to the rescue? Definition of customer interactions management.

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Interactions Celebrates 15 Years

Interactions

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Michael Iacobucci, longstanding CEO of Interactions. This week, Interactions celebrates 15 years of leading the way in Conversational AI for customer experience. The post Interactions Celebrates 15 Years appeared first on Interactions. About Interactions

Join Us for Interactions Live!

NICE inContact

Advantages of the Cloud InteractionsA major virtual conference, open to contact center pros everywhere. Even six months ago, who could have predicted that across the planet, we’d be leaving in-person conferences behind—at least for now—and recreating them as virtual events?

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Emotive CX for Customer Interaction

Martin Hill-Wilson

Something I wrote for Enghouse Interactive. Continue reading Emotive CX for Customer Interaction at BrainFood. If customer experience management is about anything, it could be described as a determined effort to follow through on the brand promise.

5 Reasons Never to Miss SXSW Interactive

Experience Investigators by 360Connext

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. More Posts - Website Follow Me: The post 5 Reasons Never to Miss SXSW Interactive appeared first on Customer Experience Consulting.

Guest Post: Emotive CX for Customer Interaction

Eptica

Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. Tags: Customer experience, customer interaction, émotions, Martin Hill-Wilson Categories: Best Practice.

Emotions & Customer Interaction

Martin Hill-Wilson

I’m about to do the same with emotion and customer interaction for customer service and inside sales teams. Continue reading Emotions & Customer Interaction at BrainFood. Customer Experience customer interaction emotion Emotive CXI’m on a mission and I need your help. Some of you will know about the P&Q Challenge I run. Now four years old, it has attracted hundreds of contact centres who have collaboratively redesigned their approach to quality management.

Report: Humanizing Digital Interactions

Experience Matters

We just published a Temkin Group report, Humanizing Digital Interactions. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. Emotions play an integral role in how customers make decisions and form judgments. However, companies tend to ignore customer emotions, […].

The 5 Categories That Rule Virtual Agents

Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction

It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.

Inside the ROI of Consistency in Customer Interactions

Topdown

That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? The negative feeling that develops in this customer experience (CX) has more impact than some may realize. Customer Experience

Your Brand is Defined by the Sum of All Your Customer Interactions

ShepHyken

It’s every interaction, human or otherwise, that you have with the brand. It’s focused on people interacting with people. Some employees interact directly with the customer. Then, some employees don’t have any interaction, but what they do behind the scenes impacts the customer’s experience. Your brand is the sum of all your customer interactions.” The post Your Brand is Defined by the Sum of All Your Customer Interactions appeared first on Shep Hyken.

3 Ways to Provide Success When Handling Rude Customer Interactions

NICE inContact

However, there are ways to help both sides of the interaction, agent and customers, and it starts with your response. Here are 3 ways to provide success in these types of contact center interactions: 1) Don’t Try to Win. Be sure your employees understand your guidelines for acceptable resolutions as well as their spheres of influence — and when the interaction may need to be escalated.

Start the Conversation with Interactive Website Surveys

GetFeedback

Website Surveys give you all the power of a GetFeedback survey, and they can live anywhere on your site. Engage more web visitors—no coding required. Articles

Why Virtual Retailers Must Master Messaging Right Now

Consumers may want contactless and convenient shopping experiences, but they value immediate, receptive service more. Successful retailers use messaging and chatbots to respond to and interact with customers in real-time to maintain loyalty and trust.

Segment Your Customer Interaction Strategies

Second to None

Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization. The post Segment Your Customer Interaction Strategies appeared first on Second To None.

Psssssst! The Buzz Around Interactions 2019 has Already Begun

NICE inContact

How will we top Interactions 2018? this is our first opportunity to come to an Interactions event. And speaking of speakers… What else makes Interactions so great? Why not put your thought-leader chops to work and share your story at Interactions 2019? The Buzz Around Interactions 2019 has Already Begun appeared first on NICE inContact Blog. Customer Experience Interactions NICE inContact CXoneBy leading the charge in industry trends.

Robotic Process Automation Unlocks Human Interactions

Think Customers

What RPA can do is alleviate an employee’s workload of time-consuming and repetitive tasks and allow the employee to focus on higher quality customer interactions. The post Robotic Process Automation Unlocks Human Interactions appeared first on 1to1 Media. Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high turnover rates.

Top Ways to Analyze Customer Support Interactions and Improve the User Journey

Wootric

One of them is bound to be the customer support interaction. How to Analyze Support Interactions for Improving Customer Journey. CSAT, like NPS, is a useful metric that can be employed at various stages in the customer journey to follow up on support interactions.

The Post-Covid CX Powered by AI

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

NetBase Releases Interactive AI Battlebot

NetBase

We’re elated to announce NetBase as the first sentiment analysis platform to offer the real-time, aggressive approach brands have been craving, with an interactive AI Battlebot that will knock your socks off. Sassy Segments are authors of online interactions that keep brand managers on their toes. Interactive Awesomeness. The post NetBase Releases Interactive AI Battlebot appeared first on NetBase. When online speaks, we listen.

CX Myth #5: Wow Customers During Every Interaction

Experience Matters

CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical. All interactions should aim to meet your target customers’ success, effort, and emotional expectations, but in many cases they aren’t looking to be wowed. And if we put the same energy into all interactions, then we are underinvesting Read More.

Lead People Not Technology: Interacting to Succeed

Michelli Experience

Using John Kotter’s distinction between leaders and managers , the HBR article suggests that both “leader-type” and “manager-type” CEOs spend considerable time interacting with others. Leadership involves high levels of human interaction and effective communication. The post Lead People Not Technology: Interacting to Succeed appeared first on Joseph Michelli.

Exploring Multiple Emotions During Contact Center Interactions

Experience Matters

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands. In addition to detecting the customer emotion, […]. Customer Connectedness Customer experience Emotion

What Do Your Employees Need to Provide Outstanding Customer Experiences?

Speaker: Laura Sikorski, Contact Center Consultant

Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to be sure your organization is reacting to the new digital-savvy customer. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.

What is an IVR (Interactive Voice Response)?

NICE inContact

At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. This shortens call handle times and frees up agent resources to handle more complex interactions. The ability to automate some basic interactions, reducing agent churn and increasing availability of those automated interactions to – ideally – 24/7/365.

Did You Know 45% of Banking Customers Interact Through Digital Channels Only?

MaritzCX

Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels. This means that for almost half of a bank’s customers, digital experience (DX) all but equals customer experience (CX). View Article. Financial Services

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Did You Know 45% of Banking Customers Interact Through Digital Channels Only?

MaritzCX

Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels. This means that for almost half of a bank’s customers, digital experience (DX) all but equals customer experience (CX). View Article. Financial Services

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Defining ‘Interactive CCM’

Topdown

In the world of customer communications management (CCM), vendors and even analysts have been using the word “interactive” with increasing frequency and expanding applicability. In the immortal words of Inigo Montoya in The Princess Bride, “You keep using that word. I do not think it means what you think it means.” Please, allow me to clarify. Customer Experience Customer Communications

Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

Create Your Learning Experience at Interactions 2019–Agenda Preview Now Available!

NICE inContact

The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! Expivia Interaction Marketing Group, Inc. Register today for Interactions 2019 at the Early Bird rate of $1,395. The post Create Your Learning Experience at Interactions 2019–Agenda Preview Now Available!

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Hear from Top Customer Experience Experts – Plan your Interactions 2018 Agenda

NICE inContact

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! To receive the special “NICE inContact” pricing for Interactions 2018, use the following discount codes when registering.

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How to Build Impactful AI-Supported Customer Interactions in CX

Solvvy

AI has played a large part in the evolution of customer interactions, and consumer expectations have changed as a result. Sophisticated companies today are using customers’ personal data to develop personalized, omnichannel customer service interactions that resolve questions and customer support issues quickly at every touchpoint. . How can you improve your customer interaction management with the support of artificial intelligence?

Dialogue In Demand: Enabling Buyers Through Conversational Interactions

Forrester's Customer Insights

Connecting conversational interactions across channels helps organizations deliver frictionless engagement and experiences with value to the buyer.

The Interaction Metrics Difference

InteractionMetrics

Knowing how your customer experience measures and seeing your gaps presented in a Interaction Metrics’ Findings Report is the most efficient way to create more engaging customer experiences. Interaction Metrics News call center metrics customer experience metrics improve customer experience improve customer service Interaction Metrics