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The Difference Between Customer Interactions and Customer Experiences

InMoment XI

Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. Quickly, we were asking ourselves not only about the characteristics of an interaction, but beyond that, what falls under the larger umbrella of customer experience?

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SMS as Part of Insurance Companies’ Interaction Strategy


Insurance companies are effectively using SMS to send claim status updates, provide billing reminders and re-engage abandoned applications. The post SMS as Part of Insurance CompaniesInteraction Strategy appeared first on Glia Blog | Digital Customer Service Explained.

Insurance 101

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Do Companies Recognize the High CX Value of Employee Advocates?

InMoment XI

Do companies recognize the high customer experience (CX) value of employee advocates? That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees. That’s my belief.

Company 529
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Enhancing Customer Engagement Through Interactive Communications


Not only within a company, but this also is reflected in the way an organization communicates and interacts with their consumers and customers. As such, interactive communications have become a major player in the world of business communications. Communication truly lays the foundation for any relationship.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas

This webinar with CX master Steve Pappas will unravel how conversational AI is transforming business-customer interactions and contact center operations globally. Through actual case studies, Steve will analyze companies that have harnessed the potential of AI-driven conversations to transcend CX boundaries.

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Customer Interaction: 7 Lessons for Lowe’s—Or Any Company That Sends Net Promoter Surveys


  Customer interaction is the lifeblood of any company. In short, customer interaction extends throughout the entire customer journey. And it includes a company’s surveys! A survey asks about a customer’s interactions, but it is also in itself an interaction. I get quite a few. Box checked.

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Top 10 Live Chat Outsourcing Companies

Magellan Solutions

Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. Partnering with specialized live chat outsourcing companies unlocks a world of potential. Understanding the Strategic Advantages Outsourcing to specialized live chat outsourcing companies offers numerous advantages.

Company 52
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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

As digital channels dominate customer interactions, experiences are critical to get right. But many companies wonder about their own CX maturity and how they can start improving their operations and processes to deliver strategic, exceptional CX.

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4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company. In a recent research report on Customer Effort, Interactions found that customers simply aren’t willing to spend a lot of time getting their issues resolved.

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Interactive Customer Survey QA Checklist

This is an interactive checklist to use when finalizing a customer feedback survey. It is intended to help companies reduce response bias by making survey surveys are structured correctly. Learn more: [link]

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Creating Distinction to Improve Customer Interactions

Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker

In a business landscape with many iconic companies, many organizations struggle with how to become noteworthy. This webinar will explore how a professional or an organization can create distinction to stand out in their industry.

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3 Important Things A Chatbot Can’t Do (But an IVA Can)

Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company. Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them.

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The 5 Categories That Rule Virtual Agents

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

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. In this webinar, you will learn: How to categorize interactions for AI applicability. Real-world examples from 6 leading companies.

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IVA is the New IVR Masterclass

Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction

With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents. Blueprint for success from leading companies. 2020 was the year that customer call centers and customer experience were pushed to their limit.

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9 Award-Winning Customer Advocacy Success Stories

In this year’s edition, advocacy leaders from companies like ADP, Cisco, and Ceridian reveal how to harness the power of advocates to drive growth across every area of an organization. How ADP mobilized 251 customers to participate in interactive interviews. How Staples got 4,112 social shares that generated 19,210 clicks.