Q&A with Vistra Energy and Evergy

Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk  with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Leaders in Conversational AI for the past decade, Lindsy and Ed  discussed their roles and how they see CX in the utilities space, their relationship […]

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Interactions IVA: taking the dread out of contacting customer service

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. If recordings were published, your grandmother would surely blush! Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Brands committed to creating exceptional customer experiences have turned to conversational […]

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Harnessing the Power of CX Technology and Human Interaction in Customer Service

It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. Today that means harnessing the power CX technology and human interaction. This hybrid approach combines the efficiency and convenience of AI-driven solutions with the empathy and understanding […]

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4 Strategies for Cultivating a Customer-centric Culture in Your Organization

Interactions surveyed 1,000 consumers from across the U.S. in March 2023 to better understand the current customer experience mindset. We compiled the findings in a report entitled “CX and the Consumer: Pitfalls and Possibilities.” One conclusion drawn from the survey focused on the need for brands to cultivate a customer-centric culture: “Companies should strive to […]

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The State of Customer Service Today: Addressing Consumer Frustration and Dissatisfaction

The recently published “CX and the Consumer: Pitfalls and Possibilities” report from Interactions, based on a survey of 1,000 U.S. consumers conducted in March 2023, reveals a disturbing trend: most companies are falling short of meeting customer expectations, leading to widespread frustration and dissatisfaction.  With 76% of consumers expecting better customer service than they currently […]

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Unlocking the Untapped Potential of Customer Service for Business Growth

Customer service has evolved from being a mere supplementary feature offered by businesses to a vital aspect in fostering enduring relationships with consumers in the competitive market landscape. The Interactions’ survey conducted in March 2023, titled “CX and the Consumer: Pitfalls and Possibilities,” involving 1,000 US consumers, demonstrates how exceptional customer service can be utilized […]

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Embracing the Fusion of Authenticity, Trust, and Customer Loyalty

There is no question that customer trust drives brand loyalty, engagement, exclusivity, and building lasting customer relationships. But how do we gain and nurture customer trust, and what are the consequences of losing it? That’s a question every customer experience (CX) executive spends their day trying to answer.    Interactions CMO Peter Mullen recently participated in […]

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Interactions Research Paper Highlights Trustera’s Real-time PCI Data Redaction

“Trustera: A Live Conversation Redaction System,” a research paper written by a team of Interactions research scientists, details a new approach for redacting payment card industry (PCI) from audio data: Interactions Trustera, an AI-driven audio redaction service that redacts PCI data in real-time and protects the entire duration of the call. The paper will be […]

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4 Ways to Navigate PCI Compliance for Remote Contact Center Agents

Protecting customer PCI data is always a risk for contact centers, regardless of whether agents work in-center or remotely. However, with more agents working offsite, contact center PCI compliance becomes much harder to enforce.  One of the biggest challenges lies in remote contact center agents taking credit card data over the phone. While agents must […]

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