CPaaS Triumphs: Now What?
Some quick history: 10 years ago, I attended a conference called Emerging Communications (eComm). It was...
Tag: messaging
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Messaging vs Chat: The Battle for the Future of CX
Consumers love to communicate with each other over text channels and, according to recent studies, they...
Big News in CPaaS from Twilio, SendGrid & SignalWire
A year ago, the CPaaS (Communications Platform as a Service) space seemed settled into comfortable middle-age....
The New Customer Service Lexicon, Part 1
The world of customer service is ever expanding, making it a complicated and dynamic space to...
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Chat vs. Messaging Comes Down to Who Owns the Channel
Customers increasingly prefer chat over other communication channels, but chat suffers from an uptake problem, particularly...
Customer Service at a Crossroads: Is Chat or Messaging the Path Forward?
Customer service is arguably the single most important aspect of any organization. With that, support departments...
[Webinar] Chat vs. Messaging: A Customer Service Battle
Traditionally, delivering great customer service requires striking a balance between a good experience and affordability....
Will the WeChat Model Work in the West?
Messaging is growing at a breathtaking pace. The top 4 messaging apps have almost 3 billion...