Mosaicx

IVR vs. IVA: Two images of women talking on the phone, representing the difference between IVR and IVA.

12 min read

IVR vs. IVA: Is There a Difference and Does It Matter?

IVR and IVA are both technologies that allow customers to interact with a company without having to speak to a live agent. They have two purposes. First, they make customer service sustainable as a company grows. Second, they make it easy for...

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Images of a woman holding two headshots, one smiling and frowning, showing the difference between companies who fail to identify customer experience myths vs. those that understand the truth about customer experience.

2 min read

10 CX Myths: The Truth About Customer Experience

Customer experience is an important part of any business. A good customer experience can lead to increased customer satisfaction, loyalty, and...

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Photo of a woman looking at her phone, surrounded by positive messages representing customer trust.

3 min read

5 Ways to Build Customer Trust with CX Investments

We all know customer trust is important, but the stats reveal just how important. Studies show 81% of consumers say they will not do business with...

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Close up photo of a woman talking to a smartphone, representing customer feedback, VoC strategies, and customer voice - important elements of conversational CX.

3 min read

Conversational CX: Make Use of Customer Feedback and VoC Strategies

In today's competitive business landscape, delivering exceptional customer experiences has become a crucial differentiator for companies across...

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Photo of a woman shopping in store while communicating with a virtual agent on her phone, creating a phygital experience.

4 min read

How to Create Phygital Experiences

In the past, customer experiences were either physical or digital. But today, more and more brands are adopting a phygital approach, which combines...

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Photo of a man staring at papers on a wall as he plans how to train, test, and deploy a conversational AI solution.

5 min read

4 Steps to Build, Train, Test, and Deploy Conversational AI Solutions

Conversational AI is rapidly becoming a critical tool for businesses of all sizes. It can help businesses improve customer service, increase sales,...

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Split screen showing one person interacting with a chatbot on a smartphone and one person interacting with an IVA, a chatbot alternative.

3 min read

Chatbot Alternatives: Why You Should Use an IVA

In recent years, there has been a significant increase in the use of conversational artificial intelligence (AI) in the form of chatbots and...

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Photo of headsets hanging on computer monitors in a contact center, representing virtual agent trends.

5 min read

Virtual Agent Benefits and Trends for 2024

In the realm of customer service, technology has led the way in driving significant advancements, with virtual agents emerging as one of the leading...

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Photo of three women talking at work, discussing recent organizational changes, which were surely made even better by the use of AI.

5 min read

How to Use AI to Manage Organizational Change

AI is the future of organizational change management, revolutionizing the way businesses prepare and manage changes. This technology has the...

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Photo of a customer engaging with a company on his phone using conversational AI, which helps the company reduce operational costs.

3 min read

Reduce Operational Costs with Conversational AI

Managing budgets and operational costs is a critical aspect of running a business. Operational costs refer to any expenses incurred during the daily...

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Photo of a man looking at his laptop and talking to an IVA using conversational AI to improve customer experience.

4 min read

5 Ways Conversational AI Can Improve Customer Experience

Today’s companies are more motivated than ever to offer a modern customer experience (CX) that helps them retain customers and build loyalty. A...

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Photo of a woman looking at her phone screen after receiving proactive communication.

6 min read

8 Use Cases for Proactive Communication

Proactive outreach is a valuable tool to improve customer satisfaction and increase customer retention. From appointment reminders to follow-up texts...

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Photo of a woman holding up a phone with on-screen text saying

5 min read

How to Improve NPS with AI-enabled Tools

Business growth and success hinge on customer satisfaction and loyalty, which makes customer experience (CX) a critical focus for many businesses....

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