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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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Using AI to Delight Your Customers With More AI (Authentic Interactions)

C3Centricity

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. This post discusses how to use AI to enhance customer experience with another AI, authentic interactions. Embracing Emotional Intelligence (EI) is crucial for AI.

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Interactions and Kyndryl Partner to Deliver Craveable IT Support Experiences

Interactions

Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. What is Interactive AI? Why are Interactions and Kyndryl Partnerning? Naturally, a partnership makes sense.

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Delivering Value and Efficiency Through Interactions

SaleMove

See 3 top trends for financial institutions in 2024 including delivering value with technology, generative AI, and the value of a unified interaction platform. The post Delivering Value and Efficiency Through Interactions appeared first on Glia Blog | Digital Customer Service Explained.

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The Verint Experience Index: Retail

Access the full report today.

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The Rise and Efficiency of a Unified Interaction Team 

SaleMove

How to evolve to a staffing & operational model that unifies and takes control over ALL of your customer interactions. Imagine: 1 unified interaction team. The post The Rise and Efficiency of a Unified Interaction Team appeared first on Glia Blog | Digital Customer Service Explained.

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CX Myth #5: Wow Customers During Every Interaction

Experience Matters

CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical. And if we put the same energy into all interactions, then we are underinvesting Read More.

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How Retailers Are Transforming Customer Experiences with Data & AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation.

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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. Not only does a better CX improve customer satisfaction, increase retention, and create more engagement, it also drives key business results, including lower operational costs and higher profits.

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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How to Leverage Quality Management to Transform the Customer Experience

Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. When was the last time you took a step back and really examined the quality management (QM) in your contact center?

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Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. These advances initially gave the impression that automation will replace the human element.

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4 Steps to Developing Your Customer Care Strategy

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. Simply resolving a customer service issue or complaint is no longer enough— in a competitive, customer-obsessed environment, there is always room for improvement.

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The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

How automating a customer service call isn’t as simple as using a script from a human interaction. You’ll learn: The internal stakeholders you need to involve and engage to make your conversational AI project a successful one. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent.

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How to Leverage AI to Drive A Better Human Experience for Your Customers

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

In this webinar, you will learn how: the use of AI can enhance the human experience in customer interactions. Join Adam Cutler, Co-Founder and Distinguished Designer at IBM Design, to learn how AI can bring growth, and the opportunity for long-lasting connections that help humans thrive.