{"id":39349,"date":"2019-02-22T00:00:00","date_gmt":"2019-02-22T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/3-ways-customer-engagement-will-change\/"},"modified":"2024-07-25T07:21:05","modified_gmt":"2024-07-25T14:21:05","slug":"3-ways-customer-engagement-will-change","status":"publish","type":"post","link":"\/us\/en\/blog\/3-ways-customer-engagement-will-change\/","title":{"rendered":"3 Ways Customer Engagement Will Change in 2019"},"content":{"rendered":"

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Facebook, Twitter, in-app messaging\u2014customer preferences for engaging with brands are quickly shifting to digital channels. Which means that as customers continue gaining power and influence over brands, businesses will need to step up their digital transformation efforts if they want to satisfy the customer. As a consequence, companies will rely on positive customer engagements as a way to differentiate themselves from their competitors. And we believe there\u2019s no better place to start than with the communications experience. <\/span><\/p>\n

Most enterprises have contact centers<\/a> that do a competent job of handling voice interactions. But the same can\u2019t be said for <\/span>the ever-growing number of digital channels that customers are embracing. These customers want to be able to interact with brands through their favorite channels, whether social, SMS, video, or messaging apps\u2014the same ones they use with their friends and family. Above all, customers will want a consistent, seamless communications experience that allows their needs to be met quickly and without friction.<\/span><\/p>\n

Here, then, are three ways customer engagement<\/a> is going to change over the next year and what businesses will need to do to keep pace and ensure a positive customer experience.<\/span><\/p>\n

1. Deliver personalized and immersive brand experiences<\/b><\/p>\n

As customers adopt new communication channels<\/a>, companies are going to have to focus more on delivering personalized brand experiences across all digital channels. This means investing in communications technology that enables the company to move from siloed email, web chat, social media interactions, and messaging to a more unified, context-rich digital customer engagement solution<\/a> that drives hyper-personalized customer experiences.<\/span><\/p>\n

Take customer review<\/a> sites, for example. A customer logs on and starts describing a less-than-stellar customer experience, and then what? Well, today, companies can respond to service needs directly on the review sites. By reaching out and offering immediate support through these popular digital channels, what might have been a negative customer experience now becomes an opportunity to showcase personalized customer engagement.<\/span><\/p>\n

2. Use big data and AI to optimize efficiency<\/b><\/p>\n

As communications systems continue to multiply, relying on even the brightest and most talented employees to make sense of an ever-expanding store of customer data will not be enough to ensure maximum efficiency<\/a>. What\u2019s more, making sense of that data, drawing conclusions, and then sharing those conclusions is extremely difficult. <\/span><\/p>\n

So here\u2019s where artificial intelligence comes in. AI and business analytics can be used to optimize a company\u2019s communications, make critical customer information available across communication platforms, and automate repetitive tasks to increase efficiency and decrease costs. For example, more and more companies are turning to AI to do the following:<\/span><\/p>\n