to master digital customer engagement
Why digital customer engagement is essential now
Digital customer engagement is evolving quickly.
According to a 2020 survey from McKinsey & Company, consumers’ rate of digital adoption accelerated by three to four years in just over a few months.1 The same study estimates companies accelerated their digital transformations by a seven-year increase. It’s no wonder businesses are responding at astonishing speeds – they’re following the money. This year, customers will spend 25% more with companies that get digital transformation right.2
Digital channels like web chat, social messaging apps and chatbots hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realise the full potential of these digital channels.
Whether you want to add new digital channels or get the most from channels you’ve already deployed, this ebook details five steps you can take on your journey to master digital engagement.
1 2020 McKinsey Global Survey of executives
2 IDC FutureScape: Worldwide Future of Customer and Consumer 2021 Prediction