Tara Wildt

3 Important Differences between Chatbots and Intelligent Virtual Assistants

As brands continue to focus on improving the customer experience, incorporating automation into customer interactions is becoming more and more important. Your customers’ time...

5 Questions to Answer Before Investing in your Customer Care Strategy

Investing in your customer care strategy is a critical step for companies that want to remain competitive in today’s customer-obsessed environment. But with a...

When it Comes to AI, Let Humans do the Brilliant Work

No matter who you talk to, it’s pretty clear at this point that artificial intelligence (AI) is here to stay. The question, then, is...

The Impact of Human Touch on Customer Care Preferences

The world of customer care is constantly evolving, as consumer preferences shift and new technologies become available. What’s become apparent recently, however, is that...

Not All AI is Created Equal: Pure vs. Pragmatic AI

We often see people getting first curious and then confused or even scared with the thought of artificial intelligence. This is mainly because we...

5 Predictions for Intelligent Virtual Assistants in 2018

There’s no doubt that 2017 was an exciting year for Intelligent Virtual Assistants (IVAs) and artificial intelligence. We conducted research showing that consumers’ comfort...

4 Observations About the Current State of Customer Care

Customer care, although increasingly important, is constantly evolving. Businesses know they need to excel at customer care in order to remain competitive, but with...

3 Tips for Creating a Seamless Holiday Shopping Experience

It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or...

Finding Harmony Between Human and Artificial Intelligence

Currently, artificial intelligence (AI) technologies are having an increasing impact on many aspects of daily life. I recently spoke with Interactions Dr. Michael Johnston,...

Don’t Believe Everything Your CSAT Scores Tell You

(Image Source: Interactions.com) When companies compete on the basis of customer experience, the metric that is most often used to gauge performance is customer satisfaction...

What is Multi-Factor Authentication (and How Do You Implement It)?

Image Source: Interactions.com As a company, it’s important to provide the best security for your customers. And with so many potential ways for strangers to...

Your Customers are Waiting – But for How Long?

Source: iStock Across industries, it’s easy to see that CX is increasingly becoming one of the most important competitive differentiators (more than 80% of companies,...

3 Reasons to Focus on Customer Effort

Source: Interactions.com 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...

Are you Obsessed with your Customers? Maybe you should be.

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...

The True Cost of DTMF: Press 1 for Lower CSAT

Source: iStock We have all been on the receiving end of this ancient customer service technology. “Press 1 for sales, 2 for billing, 3 for...

Planning for Seasonal Utility Spikes (to Save Time and Money)

Source: iStock Imagine it’s the dead of winter, and outside the snow has been steadily accumulating all day. But inside, the heat is on, the...

4 Things to Expect from Virtual Assistants in 2017

Source: iStock In 2016, there were a lot of ongoing conversations about Intelligent Virtual Assistants: what they are, how they are used, what’s contributing to...

8 FAQs About Artificial Intelligence and Customer Service

Source: iStock Artificial Intelligence (AI) is an important and evolving concept that is having significant impact within the Customer Experience industry -- and it’s a...

Why You Shouldn’t Let a Personal Virtual Assistant Represent Your Brand

Source: iStock With the rise of Personal Virtual Assistant offerings from Apple, Amazon, and Google, the fact is that these brands are increasingly becoming part...

What We Can Learn From Holidays Past: A Shopper’s Guide

Source: iStock Hold onto your hat — Black Friday, and its companion shopping day extension, Cyber Monday, are here again. We begin our official rush...

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