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

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Matt Wujciak
10/23/2020

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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

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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