Blog Articles by Scott Horn

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April 07, 2016

Messaging Poised to Redefine the Customer Experience

#Customer Engagement

In our continuing effort to redefine the way businesses interact with consumers, we’re always looking for ways to meet…

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February 16, 2016

New [24]7 Customer Engagement Index: Great Engagement Experiences Are Critical To Today’s Digital Consumer

[24]7.ai’s newly published 2016 Customer Engagement Index surveyed 3500 customers globally, including 1200 U.…

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January 19, 2016

Mission Possible: Joining [24]7 as Chief Marketing Officer to Create Effortless Customer Experiences

#Customer Engagement

Every one of us is a consumer, and we’ve all experienced both the best and worst of what companies offer when we’re in…

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October 15, 2015

Enterprise Social Media: Taking Customer Engagement Where Customers Are-on Facebook Messenger

#Customer Engagement

Enterprise customer engagement needs to be where customers are—on social, on Facebook Messenger. Currently, most…

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July 23, 2015

The Data Conundrum: The Give and Take of Data to Get Smart Customer Service

#Customer Engagement

We are in a data conundrum. Brands who are looking to exceed customer expectations need their customers’ data to…

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July 12, 2015

How to Lose a Customer Fast: Learnings from the [24]7 Customer Engagement Index

#Customer Engagement, #Modern IVR, #Virtual Agent (Chatbots)

How are businesses losing customers? The ability to capture and share images and reactions from angry customers is now…

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June 03, 2015

So Many Channels, So Little Time: Insight into the Omnichannel Journey

#Customer Engagement

There are so many channels. From the traditional phone channel to the growing mobile app and social media channels,…