Blog Articles by Kevin Payne

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October 24, 2014

Making Chat More Appealing

#Customer Engagement, #Virtual Agent (Chatbots)

When it comes to elegant and intelligent design, most people would probably claim that Apple sets the standard. Their…

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September 10, 2014

How can companies best utilize chat to improve customer service and sales?

#Customer Engagement

Consumers are increasingly turning to chat for interacting with businesses. A recent [24]7.ai sponsored survey done by…

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August 27, 2014

Are You Enabling Mobile Moments?

#Customer Engagement

Take-aways from a Forrester-led Panel at the Churchill Club Would you give your cell phone to someone you literally…

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August 12, 2014

How Many Things Can You Juggle?

#Customer Engagement

We all multi-task. You’re probably considering texting while you read this. I don’t know about you but I find that…

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August 07, 2014

Know What Your Customers Want: A CRMXchange Thought Leadership Webinar

#Customer Engagement

When it comes to improving customer engagement, companies urgently need help to keep up with today’s digital customers…

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August 05, 2014

Chat is King

#Customer Engagement

Web chat is the fastest growing channel for connecting with a business. 37% of people use chat and 64% are receptive to…

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July 15, 2014

Please Make Chat Smarter

#Customer Engagement

Imagine you want to go online to buy a camera for a vacation. You go to a website and… –WOULD YOU LIKE TO CHAT?– Um,…

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May 05, 2014

It's a C2B, and Increasingly Mobile, World

#Customer Engagement

B2C. B2B. Those of us in business are extremely familiar with these terms but the thing about them is that both place…

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April 15, 2014

The Difference Between a Chicken Sandwich and a Cable Subscription

#Customer Engagement

The Tempkin Group recently published their annual customer service ratings. They surveyed consumers about their recent…