Tara Wildt

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 growing variety of technological solutions, the opportunities for investment are endless — and it’s hard to know where to start. That’s...

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 what the future with AI looks like. At Interactions, we firmly believe that the future is brighter with AI, specifically...

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 consumers’ level of comfort with automated customer care systems is changing. In a recent research report run by Interactions, results...

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 were first introduced to AI via science fiction – like the classic Terminator or the more recent Westworld. In the...

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 with automated technology is increasing, and most are willing to try out new methods for resolving customer service issues. We...

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 the pace at which consumer preferences for channels continue to change, it’s difficult to develop a comprehensive and effective customer...

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 finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can...

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, a veteran of speech and language technology with over 25 years of experience in the industry, to discuss the benefits...

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 (CSAT). And while CSAT is certainly an important measurement for any company to track, it’s not the only (and probably...

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 hack into accounts and steal someone’s identity, a foolproof way to verify your customer’s identity is crucial – for your...

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, in fact, say this is true for them). It’s true that customer experience encompasses a wide range of functions for...

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 means measurements like Customer Satisfaction (CSAT) scores are increasingly important — all while high scores are ever harder to come...

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 product or price.” According to Dimension Data’s 2017 Global Customer Experience Benchmarking Report, 71% of organizations understand the importance of customer...

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 something else…”. Dual Tone Multi-Frequency Touchtone dialing (DTMF) presents a list of menu options to choose from and directs your...

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 food is warm, and you’ve been happily binge-watching the latest Netflix/Amazon/HBO series for the past few hours. The comforts of...

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 their increasing popularity, and the benefits they bring to customer care. And – for good reason – 2016 seems 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 topic that is being talked about on a seemingly daily basis at this point. But is AI really ready for...

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 of your customers’ lives. With a simple voice command, these AI-powered helpers provide on-demand information and productivity. And, when it...

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 to the stores and internet to secure the best possible present for each person on our lists. But along with...

Three Benefits of Voice Biometrics Solutions

Source: iStock As security concerns and incidents continue to grow across businesses in most industries, the ability to provide convenient and secure authentication for customer service applications is becoming a requirement for modern security standards. For this reason, voice biometrics solutions are increasingly being implemented....

New Posts