Ten Imperatives to Build Digital Customer EngagementMeet a new generation of customer expectations with proactive, seamless, and contextual engagements.

Your competition, industry best practice, and the world are changing, with new trends like the Internet of Things, wearable devices, and mobile app usage on the rise.

are highly engaged through their mobile applications

70%

of consumers are mobile

95%

Customer demand is also growing.

and they expect connected, seamless, and personalized experiences across all of them.

use more than four channels35%

Organizations are looking to rapidly develop diverse, dynamic, digital customer experiences.

To keep up with unpredictable markets,

of organizations said enabling digital capabilities is their top priority.24%

of consumers recognize value and efficiency in modern engagement capabilities such as HD voice, video

and/or screen sharing

70%

But getting these experiences right

and meeting the demands of today’s customers

isn’t easy.

of consumers say that they would buy more from brands that put the service back in

customer service

Up to

68%

of consumers state that inefficient customer service experiences detract from their

quality of life

77%

Ovum recently published a report

outlining 10 imperatives for true digital customer engagement

that can help you deliver transformative customer experiences.

Follow them, and you can start thinking more strategically about engagement, and deliver relevant, engaging digital experiences.

Humanize Digital Transformation

57%

But it’s important to think beyond the numbers and remember what CX is really for:

to deliver a great experience to every customer.

of organizations link digital and CX transformations to revenue and profit growth.

To meet their expectations, organizations need to integrate customer-facing channels.

Delivering this can be a challenge, but it’s easier if you can create cross-functional CX teams.

Customers want great service on their channels of choice.

Think and Organize Holistically

Contextualize Omnichannel Within an Adaptive Enterprise Architecture

Great experiences touch the entire value chain.

So, enterprises embracing omnichannel need to transform several areas.

Strong feedback loops can help build an architecture that adapts—helping you get omnichannel right.

19.9%

of organizations plan to use cloud to automate service processes in the next 18 months.

Customer tastes can change fast.

Your channels, and the architectures they are built on, must keep up.

Cloud solutions can help you get the agility and speed you need.

Consider Cloud as Mission-Critical for Rapid Adaptation and Elasticity

Design Processes from the Customer Back to Improve the Customer Experience

Customers shouldn’t fit around your processes. Your processes should work around them.

By starting with the customer’s journey and working back, you can design processes that put their needs first.

Design a Mobile-First Strategy

Adults in the United States spend an average of 87 hours on smartphones each month.

Going mobile-first is clearly important, but mobile apps and responsive sites are just the beginning.

True mobile-first experiences connect a range of services seamlessly—including third-party systems and employee tools.

Develop an Intelligent Orchestration Platform for Dynamic CX DeliveryThe right IT ecosystem can help you deliver a dynamic customer experience.

But to do this, your systems must be able to recognize customer personas, use real-time predictions, adapt continuously, and protect customer data.

Use APIs to Expand and Connect the Digital Ecosystem

Most digital journeys don’t take place in a single ecosystem—they cross to multiple third-party services.

You can also take advantage of the many different, interconnected systems out there by using APIs.

Innovate Continuously to Augment the Customer Experience

To stand out, you need to be on the front lines of CX innovation.

For many, this only happens at the edge of the enterprise though.

Companywide innovation is needed to truly evolve CX.

Align Measurement System and KPIs to Foster the Right Behaviors

Measuring and managing KPIs is critical to continued improvement but measuring the wrong criteria can do more harm than good.

Ideally, metrics should help you understand your most profitable customers, and encourage behavior that helps retain their business.

Follow these 10 imperatives and fast-track your way to superior service that generates customer loyalty and revenue.

Get the full report here, and understand your next step to achieving your short- and long-term CX goals.

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