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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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Interactions Taking Over Nuance End of Life

Interactions

Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. This is where Interactions shines. What Makes Interactions Stand Out Our commitment to innovation is unwavering.

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Interactions Taking Over Nuance End of Life

Interactions

Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. This is where Interactions shines. What Makes Interactions Stand Out Our commitment to innovation is unwavering.

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The Empathy Edge: Humanizing Customer Interactions in a Digital World

Win the Customer

As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. Personalize the Experience: Tailor your interactions to each customer’s individual needs and preferences.

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The State of Digital Customer Experience Report 2024

For the first time, customers prefer digital channels when interacting with a business. With customers expecting faster, more efficient digital interactions, businesses must adapt to stay competitive. This shift requires a reevaluation of how businesses prioritize their contact center operations.

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Customer LLMs: Adapting Large Language Models (LLMs) for Customer Engagement with Interaction Data

Blueshift

By harnessing the power of interaction data, companies can create more tailored, meaningful experiences that resonate with their audience. This blog will explore how adapting LLMs using customer behavior insights can elevate engagement, boost satisfaction, and drive growth.

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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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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels.

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The Verint Experience Index: Retail

Access the full report today.

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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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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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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.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do. NPS and C-SAT become the keys to the realm, but offer no true insights. So how do you reach a place where VoC actually provides clarity?

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance.