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Digital Engagement Blog

Digital Context: The Force Awakens

Remember. The Force will be with you. Always.

It’s been more than ten years since most of us paid much attention to The Force.

When was it last relevant? 2005? 2006? Back then, it was fairly simple to understand.Over the years, though, it has seemingly gone dormant, as if frozen in carbonite. What we knew back then has pretty much stayed with us until today. Not much has changed: why would it, right?

Topics: Customer Engagement Industry Insights Consumer Behavior

How Bimodal IT Can Impact Customer Engagement Strategy

Organizations build systems to deliver desired outcomes in a repeatable, predicable and scalable manner. Most of the time these systems are good things that are downright essential to the success of the enterprise. But what happens when customers change faster than you do? They become harder to engage, and that can wreak havoc on your customer engagement strategy if the changes necessary to meet new customer expectations clash with your internal systems.

Topics: Customer Engagement Industry Insights

Customer Engagement Metric: What Is Channel Experience Score?

You are ready to embark on a journey, but there are many roads you could take. Before you take your first step, you must choose a road that will lead you to your destination. If you believed one road would offer the most pleasant journey to the best destination, is that the road you would choose?

DUH! Of course you’d choose that road. Unless you’re into self-deprivation, right?  

Topics: Customer Engagement Consumer Behavior Digital Commerce

Customer Engagement Metric: What is Channel Preference Ratio?


Customer engagement rocks. But only if you get it right. Our recent research on digital consumer behavior suggests that the music on hold when consumers call retailers for assistance might as well be The Rolling Stones classic “You Can’t Always Get What You Want.”

Topics: Customer Engagement Consumer Behavior Digital Commerce