How-To Guide: How to Enhance the Customer Experience Through Digital Engagement

Sometimes how you say it, is more important than what you’re saying. When it comes to the customer experience, consumers want to use the phone, chat apps, SMS, email or any combination of these — without sacrificing a seamless experience.

According to CCW Digital research, 76% of customer service and experience leaders have ramped up digital and AI-driven engagement investments as a result of the pandemic – and for good reason. 82% of consumers are more comfortable using digital channels.

This how-to guide features research from CCW Digital and Infobip, as well as lessons from James Dodkins - #1 CX influencer, Jeanne Bliss - bestselling author and former Microsoft CX leader, and Ahmad Shabazz - Director of Community Support Operations at Airbnb. It will teach you how to:

• Re-think a new era of CX

• Understand emerging consumer behavior trends

• Personalize interactions by bringing digital to voice channels

• Be available to your customers in their preferred apps, chat platforms, and channels

• Tailor support through one of the fastest growing customer engagement tools - SMS

• Where and when in the customer journey to use self-service