Galileo: A True Interactive Visionary

Storyminers

The post Galileo: A True Interactive Visionary appeared first on Storyminers. Many of you know that I started one of the world’s first digital agencies in 1992 with my business partner and creative director, Jackie Goldstein. We called it GALILEO.

Lead People Not Technology: Interacting to Succeed

Michelli Experience

Using John Kotter’s distinction between leaders and managers , the HBR article suggests that both “leader-type” and “manager-type” CEOs spend considerable time interacting with others. Leadership involves high levels of human interaction and effective communication. The post Lead People Not Technology: Interacting to Succeed appeared first on Joseph Michelli.

Galileo: A True Interactive Visionary

Storyminers

The post Galileo: A True Interactive Visionary appeared first on Storyminers. Many of you know that I started one of the world’s first digital agencies in 1992 with my business partner and creative director, Jackie Goldstein. We called it GALILEO.

Hear from Top Customer Experience Experts – Plan your Interactions 2018 Agenda

inContact

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! To receive the special “NICE inContact” pricing for Interactions 2018, use the following discount codes when registering.

Study: The Health of the Contact Center

interactions. For customers, it means interacting with brands via self- service tools, text and web chat. if they fail to understand the reasons why these interactions. By asking the right questions and looking for answers in customer interaction data, companies can uncover.

Digital Interactions Dominate

Jacada

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels.

How to Build Customer Trust One Interaction at a Time

Kayako

Every interaction we have with our customer influences whether or not they will return. The first part of your interaction should demonstrate you can see the problem they’re suffering.

Elevated Customer Experience Means Fast Action and Human Interaction

inContact

Give Customers What They Want: Fast Action and Human Interaction. The post Elevated Customer Experience Means Fast Action and Human Interaction appeared first on inContact Blog. With the inclusion of so many technologies, and more coming, companies may be wondering what customers want?

ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!

inContact

We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! The post ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Every customer interaction yields insights that expand customer. interactions. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Interactive Voice Response – What it is, What it does, Where it’s going

inContact

Interactive voice response (IVR) has been a staple of customer service for many years. Front-end IVR allows the collection of data from the caller, which enables you to optimize routing and—once the caller is connected to an agent—personalize the interaction. Offloading interactions from costly agent-assisted voice calls to the IVR will reduce call volume for your agents, which in turn helps reduce queue times. Offload Routine Interactions.

‘Everybody’ customer interaction

NewVoiceMedia

Every interaction with your customer is a customer service interaction. The post ‘Everybody’ customer interaction appeared first on Blog | NewVoiceMedia.

Pokémon Go: How to Launch Experiences that Maximize Technology & Social Interaction {Infographic}

Michelli Experience

Does a lack of human interaction cost businesses money?

NewVoiceMedia

But in a world seeing rapid advances in artificial intelligence, what price should we put on human interaction? Never underestimate the power of human interaction. Although machine-powered self-service has changed the role of customer support, businesses cannot afford to lose the power of human interaction entirely. . Most customers are happy to interact with robot-powered service tech if they can solve their problems.

Bringing Voice Customers To Digital Interactions

Jacada

So one of the things that we hear and see frequently is that many organizations tend to have two groups within, both kind of oriented toward "How can we engage customers and get them to self-serve?"

Segment Your Customer Interaction Strategies

Second to None

Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization. The post Segment Your Customer Interaction Strategies appeared first on Second To None.

Defining ‘Interactive CCM’

Topdown

In the world of customer communications management (CCM), vendors and even analysts have been using the word “interactive” with increasing frequency and expanding applicability.

Improving your Interactive Voice Response, one subtask at a time

inContact

As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness.

Pokémon Go: How to Launch Experiences that Maximize Technology and Social Interaction

Michelli Experience

3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. Let me guess, you’d like your prospective customers to learn about your products or services WITHOUT you having to invest a bundle of money in marketing! Hmm…let’s think about a recent product launch that fits that description. How about learning from the makers of Pokémon Go?

5 Reasons Never to Miss SXSW Interactive

360Connext

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. More Posts - Website Follow Me: The post 5 Reasons Never to Miss SXSW Interactive appeared first on Customer Experience Consulting.

The Interaction Metrics Difference

Interaction Metrics

Knowing how your customer experience measures and seeing your gaps presented in a Interaction Metrics’ Findings Report is the most efficient way to create more engaging customer experiences.

Did You Know 45% of Banking Customers Interact Through Digital Channels Only?

MaritzCX

Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels.

Top 5 Reasons to Attend Interactions 2018

inContact

Why come to Interactions 2018? Monday, May 14—our largest ever pre-conference day—will feature in-depth, interactive sessions delivered by our expert NICE inContact Education Specialists and Business Consultants. Customer Experience Interactions Using the inContact Platform

How to Use Interactive Video for Self-Service Support

Kayako

Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? This is where interactive video comes in. What’s the deal with interactive video?

How Voice Interaction and the Internet of Things are Changing User Experience

MaritzCX

Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back.

Report: Humanizing Digital Interactions

Experience Matters

We just published a Temkin Group report, Humanizing Digital Interactions. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. Emotions play an integral role in how customers make decisions and form judgments. However, companies tend to ignore customer emotions, […].

Interactive Voice Response – What it is, What it does, Where it’s going

inContact

Interactive voice response (IVR) has been a staple of customer service for many years. In case you wondered: Interactive voice response (IVR) and voice portal are similar, but not the same. However, there are ways for an Interactive voice response (IVR) system to be successful and achieve the cost and time savings expected. Offloading interactions from costly agent-assisted voice calls to the IVR will reduce call volume for your agents, which in turn helps reduce queue times.

Genesys & Interactive Intelligence Acquisition Is Complete

Natalie Petouhof

Tweet Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The acquisition also means that Genesys now has over 10,000 customers in more than 100 countries supporting over 25 billion customer interactions per year.

5 Interactive Data Visualizations from 2017 to Get You Inspired

Truthlab

The post 5 Interactive Data Visualizations from 2017 to Get You Inspired appeared first on truthlab. Reading Time: 3 minutes Yes, Yes, Yes! It’s that time of year to reflect on where we’ve been and get inspired for the year to come.

Experiential Learning: How Our Brand Interactions Are Learned in the Classroom

Smarter CX

Joey and Dan even sat down with 20 kids to find out what they love about school, and what they hate, and then drew parallels to how brands and buyers interact. The post Experiential Learning: How Our Brand Interactions Are Learned in the Classroom appeared first on SmarterCX.

Discovery and Interaction: JOIN #Peopleskills Chat Jan. 3rd 10amET

Kate Nasser

People skills global Twitter chat starts its 4th year w/ the topic discovery and interaction. The post Discovery and Interaction: JOIN #Peopleskills Chat Jan. JOIN The People Skills Coach™ & community to share your views. 3rd, 2016 10amET/3pmGMT.

SXSW Interactive Parties: Meet ReviewTrackers at These Events

ReviewTrackers

Four years ago, our company was named one of the Innovative Web Technologies finalists for SXSW Interactive Accelerator, where we were able to show off the cutting-edge technology that powers our review management software platform. SXSW Interactive Trade Show.

Exploring Multiple Emotions During Contact Center Interactions

Experience Matters

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands. In addition to detecting the customer emotion, […]. Customer Connectedness Customer experience Emotion

4 Things That Predict Customer Sentiment After Online Interactions with Brands

MaritzCX

It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis.

Knowing when an interaction needs a human touch

Bain

The smartest minds in business know which customer interactions benefit from a human touch, and the best companies know how to blend the best aspects of the digital and physical customer experiences. Interaction prioritization LinkedIn

Ditching the Script: Why CX teams need to personalize interactions

Bold360

During a time where every advertisement we see on social media and every recommended product on Amazon is tailored to our individual interests, customer support interactions must follow suit. The challenge for customer service agents is how to take the time to provide personalized and empathetic support, while still ensuring customer interactions are fast and efficient. Consumers in 2017 have heightened standards for customer service and support.

These 7 Questions Will Help You Hone In On and Solve Your Biggest Problems In Customer Interactions

Myra Golden

When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?” So, here are some of the diagnostic questions I ask my clients to help me understand and fix their most pressing issues in customer interactions.

Interactions 2018 Welcomes Jay Leno as Keynote Speaker

inContact

We’ve managed to surpass ourselves again by bringing to Interactions 2018 one of the most iconic comedians in the industry, Jay Leno ! The post Interactions 2018 Welcomes Jay Leno as Keynote Speaker appeared first on inContact Blog.

Smartwatch Value Driver #3: Enable Bite-Size Interactions

Kerry Bodine

What works: As a playful way to place a lunch order, Chipotle’s “burrito button” exemplifies a prime example of a bite-size interaction—pun intended! They’ll enable bite-size interactions that empower customers to actually get things done right from their wrists.

Genesys Acquires Interactive Intelligence- Good Move for Both Companies

Natalie Petouhof

Tweet Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. In this agreement Genesys will acquire Interactive Intelligence in a transaction valued at approximately $1.4 Both Genesys and Interactive Intelligence have developed best-in-class capabilities with highly complementary product portfolios that serve adjacent market segments.