Blog Articles by Kevin Payne

Blog Image
September 06, 2017

Debunking Chatbot Myths

#Virtual Agent (Chatbots), #Customer Acquisition

America became independent on July 4, 1776. Thomas Edison invented the electric light bulb. Magellan was the first to…

Blog Image
April 18, 2017

McKinsey and “The Seven Deadly Sins of CX Transformations”

#Customer Engagement

The seven deadly sins of customer experience transformation don’t include gluttony or wrath, but perhaps you’re envious…

Blog Image
April 04, 2017

To Heck with Email, I Want Instant Answers! Why Chat and Chatbots are a Better Idea

#Customer Engagement, #Virtual Agent (Chatbots)

When you’re a customer with an urgent question or issue, time is of the essence. Delay of minutes – or even hours –…

Blog Image
January 29, 2016

How Will Chat Become More Effective for Businesses and Their Customers in the Future?

#Customer Engagement

Customers around the globe have fallen in love with the ease of use and quick response times provided by chat…

Blog Image
January 25, 2016

Selecting the Right Intelligent Virtual Agent for Your Business

#Customer Engagement, #Virtual Agent (Chatbots)

The growing capabilities of Intelligent Virtual Assistant (IVAs, also known as a virtual agent) are driving improved…

Blog Image
January 18, 2016

5 Impactful Stats on Delivering a Better Chat Experience in 2016

#Customer Engagement

We’re in the midst of a fast-paced, digitally oriented world where the customer expectations are increasing and the…

Blog Image
January 05, 2016

Your Chat Solution is Supposed to Be Great. But What If It Isn't?

#Customer Engagement

It can be a challenge to implement and maintain a chat program. We should know—we’re now the world’s largest provider…

Blog Image
January 01, 2016

How Your IVR Can Help Deliver a Differentiated Experience in 2016

#Customer Engagement, #Modern IVR

To connect with the increasingly tech-savvy customer, businesses are quickly implementing a variety of self-service…

Blog Image
December 03, 2015

Forrester Research Chat Market Overview has Vendor and Platform Selection Down to an Art

#Customer Engagement

Simply offering consumers the ability to chat isn't enough these days. Customers expect superior service and support in…