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Guest Blog by Esteban Kolsky – The Silent Rise of Chat in Customer Service Adoption

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA®, A Verint® Company (the summary of early findings is here), I’d like to explore the rise of chat in contact centers. Chat has had a love-hate relationship […]


Guest Blog by Esteban Kolsky – The Emergence of Mobile Customer Service

Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA®, A Verint® Company (read the summary and watch this blog for the next entry in a couple of weeks), I want to address some of the findings around mobile customer service. One […]


Guest Blog by Esteban Kolsky – Channel Adoption and Usage Study in Customer Service: Third Year

As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA®, A Verint® Company, continue to generously sponsor. Truth be told, it took a little longer than expected to get to the right number of answers, but we did […]


Looking at the Future of Customer Service

The best part of my job is that I get to talk to people; lots and lots of people.  I talk to so many people about the same subjects (in this case Customer Service) that I start to see patterns and trends emerge (I was told when I first started working at Gartner that two […]


About Them Continuums

I recently wrote an article about what an Experience Continuum is –published at – and how organizations can go about adopting the model. It is not as simple as snapping your fingers, but it is part of the planning process that organizations are undergoing right now with the advent of the social customer.  It is […]