1 minute read
By Amy Curry
Posted in Customer Engagement
As we begin 2022, it continues to be true that nearly everything has changed during the pandemic. The ways we engage with customers—and the tools we use—have changed dramatically during the last two years or so. You’ve probably noticed that specifically, the shift to digital-first engagement has accelerated for many companies and shows no sign of slowing down.
Organizations around the world have had to shift their customer engagement operations to support more interactions through more channels. But let’s pause for a moment: As we connect with customers in their designated channels of choice, are we missing the true goal—the opportunity to infuse those customer interactions with the brand promise?
Verint CMO Celia Fleischaker shares a few of her recommendations for ensuring tight integration of your brand purpose within your customer experience efforts in her new Forbes article.
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