Amazon Stop Hiding Your
Customer Service

Something Completely Different

#Customer Engagement

The world of customer service is evolving at break-neck speed. Gone are the days (long gone) when a company dictated…

Customer Experience in the UK and Beyond

#Customer Engagement

On 28 May at the Institute of Directors (IoD) in London, a special event was held to discuss the new Forrester UK…

Auto-Complete Me

#Customer Engagement

“I want you to understand me. I want you to anticipate my needs. ” No, I’m not talking about my relationship with my…

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…

Intelligent Virtual Assistant Best Practices

#Customer Engagement, #Virtual Agent (Chatbots)

Virtual agent technology has many different names like virtual assistants, intelligent virtual assistants, VAs, online…

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…

Surprise! Customers Still Call

#Customer Engagement, #Modern IVR

It’s 2014 and the phones are still ringing in contact centers worldwide. For the last 10 years, there has been a…

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…

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…