Joe Gagnon, Author at TechSpective

Joe Gagnon

Joe Gagnon is Chief Customer Strategy Officer of Aspect Software’s Cloud Solutions. For over 20 years Joe has studied the evolving relationship between companies and consumers and how content and customer interaction affects that relationship. From Penn Foster, to IBM, Exit 41 to E&Y, Joe has helped some of the most well-known companies solve their customer engagement challenges. He has been published in national periodicals from the New York Times to Inc. Magazine and has been featured on the History Channel, CNN and Fox News Live. In the last month Joe has worked in Europe, Asia and the US, all while still training for his next endurance event.

Could messaging apps and consumer preference for text mean the end of customer service as we know it?

Business Intelligence, Customer Service, Strategy / By Joe Gagnon

Think about this for a second: Every day, six billion SMS messages are sent in the US, about twice the number of phone calls made and roughly 25 times the number of pieces of first class mail processed and delivered […]

Could messaging apps and consumer preference for text mean the end of customer service as we know it? Read More »