Mastering Digital Customer Engagement for Customer-Centric Teams [eBook]
How to Build Winning Omnichannel Experiences for Customers and Agents
Customer engagement technologies are gaining a lot of traction in today’s hyper-personalized, digital world. They work to connect with customers in real-time and are vital to augment — and sometimes even — replace in-person interactions. But before implementing them, it’s important to understand how they can best support the customer journey and unify all touchpoints along the way.
The Mastering Digital Customer Engagement for Customer-Centric Teams eBook is your go-to resource for creating a successful omnichannel digital strategy using a proven, step-by-step approach. From getting started through to development, implementation, and evaluation, you’ll learn how to:
- Recognize friction points in the customer journey
- Identify business needs and goals
- Prioritize use cases for sales, customer service, and marketing
- Equip your agents for success
- Choose the right technologies and vendor
- Track and measure success
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