Lauren Spinella

3 Ways Retailers Can Differentiate via Customer Care

It’s no secret that the quality of companies’ customer service can make or break them. A good customer experience can help your brand, but...

How IVAs Can Benefit Your Customers

In an age where technology is constantly improving consumers’ daily lives, companies are also ready for a tech helper. However, the personal virtual assistants...

4 Reasons Why Voice is the Future of Customer Experience

What is an ideal customer experience? For me, it is natural, frictionless and productive; regardless of the brand I’m dealing with, the time of...

Defining AI and Machine Learning

The terms ‘artificial intelligence’ and ‘machine learning’ are often used in conjunction with one another to describe leading-edge technologies. But while the two are...

3 Customer Service Mistakes that are Costing You Revenue

Your customers are busy. So when they interact with your company, they want to do so quickly and effectively. But, too often, consumers are...

Finding the Budget for Voice Biometrics

Implementing some kind of biometrics authentication to protect your customers’ identities used to be an innovation play, but with increasing incidents of frauds and...

The Ultimate Customer Effort Checklist

Customer effort — the amount of time or effort a customer has to put in to get an issue resolved — can be complicated....

Machine Learning – It’s About Technique

When it comes to machine learning, one size does not fit all. Different algorithms, and different techniques within those algorithms, are used to build...

3 Facts You Need to Know About Machine Learning

We hear a lot about machine learning, but its definition and use are often misconstrued. Whether we know it or not, we encounter some...

Why Your CIO Should be Involved in Your CX Strategy

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...

The New Modern Classroom: AI in Education

Artificial intelligence and speech recognition are enabling technologies that help and assist humans. For Interactions, this means enabling enterprises to communicate better with their...

5 Questions You Should Ask to Improve CX

Recent research shows that improving Customer Experience (CX) leads to positive gains in revenue. Which means that — in the near future — leaders...

What is the CMO’s Role in CX?

With technology evolving rapidly, so is the evolution of the customer experience (CX). The customer journey is no longer linear – which means understanding...

New Posts