Blog Articles by Customer Engagement

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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…

Author Image Kevin Payne
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December 30, 2013

Man or Machine: Who’s Behind the Curtain?

#Customer Engagement, #Modern IVR

A recent article in The Atlantic that has garnered much attention on the web reported on an interesting interaction…

Author Image Daniel Hong
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December 20, 2013

Omnichannel + Prediction = 3

#Customer Engagement

In today’s hyper-connected, multi-device, multi-channel world the consumer engages with businesses across more touch…

Author Image Daniel Hong
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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 “…

Author Image Kevin Payne
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November 22, 2013

Forrester Customer Experience Forum EMEA - What are Truly Innovative Customer Experiences?

#Customer Engagement

Forrester held its Forum for Customer Experience EMEA in London this week highlighting new research and case studies…

Author Image Hollis Chin
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November 12, 2013

Smartphone Owners Say Context Matters in Customer Service

#Customer Engagement

Forrester1 says that over 50% of people in the USA now own smartphones. Smartphones have become a dominant – if not the…

Author Image Guest Blog Post
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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…

Author Image Kevin Payne
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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…

Author Image Kevin Payne
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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…

Author Image Kevin Payne