Your Complete Customer Engagement Handbook

This e-book covers the critical factors needed to develop a proactive customer engagement strategy and a company-wide platform that lets you automate and deliver innovative customer experiences at scale.

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Your Complete Customer Engagement Handbook

Customer engagement is crucial to your organizational strategy. It has been proven to increase customer loyalty, improve employee productivity, and have a positive impact on the bottom line. To exceed client expectations and win in today’s economy, brands and businesses are adopting a customer-first mentality. Accompanying this are new customer engagement technologies and processes that are agile, intelligent, and proactive.

This e-book will help guide you through the considerations, tactics, and technologies needed to take your contact center to the next level. You'll learn that building a platform around your customer engagement strategy will empower your employees to connect with customers on a more personal level, ensuring a positive experience every time.

Read this e-book to discover:

  • Signs You Need A Platform for Customer Engagement
  • How to Align Your Business Around the Customer Engagement Lifecycle
  • Productivity and Bottom Line Benefits of Successful Engagement
  • Real World Results: Digital Transformation in Action
  • 5 Steps to Design Your Customer Engagement Strategy to Maximize ROI

Short on Time? Here are the key takeaways.

To succeed, forward-thinking businesses must create a single view of the customer. Analytics should be used to provide more accurate and intuitive responses to engage the customer across multiple touchpoints.

By understanding the Customer Engagement Lifecycle, companies are breaking down organizational silos, designing processes that empower employees to interact successfully, and adopting tools that automate these interactions intelligently.

By moving communications from on-premise, legacy systems to cloud-based software, businesses are experiencing greater reliability, global carrier connectivity, and robust security.

With a programmable contact center, employees can access easy-to-use interaction tools such as drag-and-drop visual builders to customize messages, route leads, and design interfaces to proactively support the customer journey.

Omnichannel customer experiences are driven by easily integrated communication APIs, which allow developers to quickly add new channels as fast as customers adopt them.

According to a Forrester study of companies turning to Twilio to power their digital transformation, benefits include significant costs savings, increased conversions, and improved developer and agent productivity.