Secrets of using AI and data to supercharge customer engagement

According to Twilio’s findings, 96% of respondents felt that not digitizing would have hurt their business once the pandemic started. What’s more, 95% also said they plan to continue investing in digital customer engagement even when the pandemic is over. As I see it, the biggest surprise may be that 5% of companies don’t plan to continue investing in digital. It’s hard to imagine that their transformation is complete and that stopping investment makes sense. This fundamentally transforms how businesses operate and engage with their customers …

How 2020 Is Shaping Customer Engagement Now And In The Future

It’s rooted in meaningful interactions, personalized experiences and shared ownership between brand and customer. We’re at an inflection point in which a combination of technologies are coming together that are going to change the way engagement is done between companies, their customers and team members. There’s going to be a convergence of multiple technology waves that started with the internet, mobility and the cloud. Whatever your approach and the tools you use – high tech, low tech, or no tech – customer engagement can take you far. Farther than just about anything else in today’s competitive business environment. Think retail, sports, entertainment, health services/wellness, financial services, travel, and of course, hospitality as a good solid group of those kinds of vertical industries.

• Customers can earn points, vouchers, and customized rewards for making purchases, leaving reviews, and more.
• Brands that embrace this shift will build more than customer bases—they’ll build communities.
• You can also designate a space on your website or create a Facebook group for your customer community.
• Customer-facing employees should not only focus on a customer or potential customer’s expressed requirements, but should also pay attention his or her implied needs.

A million customer conversations with AI agents yielded this surprising lesson

By staying attuned to these technological shifts and integrating them thoughtfully into your customer engagement strategies, you can create more meaningful, efficient and secure interactions with your customers. Customer engagement remains a top challenge for businesses in today’s technological landscape. What will ultimately happen over the coming years is that communications with businesses and consumers will traverse the digital and virtual worlds. The creation of 360-degree engagements will not happen overnight. It will take time for companies to get the technology and personnel resources in place.

Customer engagement: digital and physical

Salesforce Experience Cloud features strong customer loyalty features to help you incentivize purchases and reward customers for engaging with your company. Customers can earn points, vouchers, and customized rewards for making purchases, leaving reviews, and more. In retail, it’s all about figuring out if your customer engagement game is on point. First up, check your conversion rate – it tells you how many peeps are actually buying after checking out your stuff. So, there you have it – tech’s changing the retail game, making it easier than ever to keep your customers engaged and stoked about your brand. I’ve always said that customers should not feel the bumps of your internal processes or fall through the cracks of your customer journey.

Building Lasting Customer Connection: From Engagement To Conversion

Whether you’ve mapped out a customer journey or not, your customers are going through some sort of a journey and you better make sure it’s a smooth one if you want to keep them as customers. If you aren’t happy with the results you see, then evaluate your customer engagement framework to see what steps may be missing. The desirable mode of operation when it comes to customer success is to be operating proactively. This is the crux of what we are looking to determine and measure.