Digital Transformation: Engagement Management

Digitalisation has transformed the way information is exchanged. Consumers already recognise this and have modified their communications norms, behaviours and expectations. Successful organisations have adapted to this new reality -they have seen its implications for how they manage customer engagement and they get it! They see the opportunity it creates.

By “customer engagement” we're talking about the point in the customer relationship where information is exchanged - whether it be inbound or out, self-service or agent-assisted, voice or text. From discussions with clients, digitally transformed customer engagements are becoming both more personalised and more contextually appropriate. In the past, this was only possible at low volume, one-to-one relationships, but now it’s achievable at scale.

What do I need to get right?

The organisations that are delivering more personalised customer engagements at scale are getting things right in 4 areas.

1.     Agent Desktop

2.     Self-service

3.     Artificial Intelligence

4.     Analytics

To find out more about engagement management, download the full report below. 



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