Digital CX & Engagement Market Study

Rarely does the customer engagement community reach a true consensus: even notions like “the customer is always right” have their doubters.

The community is, however, nearly united around one thing: the importance of improving the digital customer experience. A whopping 96% of brands view digital engagement as a major priority for 2023, and with several good reasons. Beyond aligning with growing customer preference, digital represents a way to strengthen customer relationships, access actionable intelligence, and scale operations amid economic concerns.

What will it take to achieve these objectives at a time when the CX matters more than ever? How will brands overcome the factors that have long contributed to inefficient, impersonal, and frustrating digital journeys? The product of exclusive research, this report has the answers. Topics include:

• The ongoing failure to make omnichannel a reality – and the very real consequences for customer engagement
• Top pain points preventing brands from building customer satisfaction, let alone loyalty, in digital channels
• New comparison between phone and digital for customer engagement
• Tips for making personalization a reality at all phases of the digital journey
• The impact of trends like ChatGPT, self-service, customer onboarding, and social engagement on digital strategy