Blog Articles by Kevin Payne

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January 30, 2014

Solving the Customer Experience Puzzle

#Customer Engagement

My [24]7.ai colleague, Amith Parameshwara, recently published an article that asked the question: How do you create the…

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January 21, 2014

Creating the Omnichannel Customer Experience

#Customer Engagement

In Information Week Editor-at-Large Kurt Marko’s new article, Creating the Omnichannel Customer Experience, he writes…

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January 09, 2014

2014: The Year for Mobile (and Omnichannel) CRM

#Customer Engagement

What was your favorite gift this past holiday season? For many of us, it may have been a new smartphone or tablet.…

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January 02, 2014

Context Matters – New [24]7 Infographic

#Customer Engagement

We previously blogged about the results of a recent [24]7.ai survey of smartphone users. They overwhelmingly said that…

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December 10, 2013

Even Dagwood Bumstead is an Omnichannel Customer

#Customer Engagement

I still read the comic strip “Blondie” from time-to-time. Blondie and her husband, Dagwood Bumstead (for whom the “…

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October 29, 2013

What is Your Quest?

#Customer Engagement

In one of my favorite movies, a group of Knights of the Round Table are on a mission…they have a goal that they want to…

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October 07, 2013

How Will Social Media Change Customer Service?

#Customer Engagement

Social media is rapidly becoming a major component of the customer service experience. Facebook, Twitter, Pinterest and…

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September 03, 2013

Chat Growth is Booming in an Increasingly Omnichannel World

#Customer Engagement

In the world of customer service, voice is still king with 73% of customers using voice but the growth of alternative…

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August 12, 2013

Multi-channel. Omnichannel. So what’s the difference?

#Customer Engagement

The term omnichannel is getting a lot of buzz. Just when many companies thought that they had a handle on becoming…