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Digital Engagement Blog

Digital Customer Engagement Defined

As the customer service function shifts into the digital age, we often take a step back to ask where servicing is headed.  Not only is it fascinating to watch and be a part of, but it’s really interesting to observe the shift separately through the lens of the mobile-digital exec vs. the contact center ops exec.  We’ve found these two lenses give you a different view of the same challenge.

So how do we define digital customer servicing through the lens of the mobile-digital exec?

Topics: Customer Care Mobile Engagement Digital Context

How Much Does Age Affect Mobile Engagement?


A question we frequently are asked is “how does age effect mobile phone use?”  Or will my older customer use whatever mobile strategy I develop?

Below is a look at current demographic data for smartphones based on Pew Research and Forrester Research data.  While your customer base may behave differently, these data show that across the population at large, millennials are hardly alone in their avvid use of smarphones.

  • For every 100 young people that own a smartphone, 66 boomers have one
  • For every 100 young people that use apps, 74 boomers use apps
  • For every 100 young people that text, 93 boomers text (and we don't drive while we do it!)
Topics: Mobile Engagement Digital Context Industry Insights

Digital News Roundup August 10th

Check out this roundup of perspectives and insights that cover digital, mobile, chatbots, AI, and similar topics with a focus on customer service and customer engagement.  This is what I am reading, and I thought you might find it useful too!

Chatbots vs Humans in the Contact Center

 “Two of the biggest trends in business today are heading on a collision course….On one hand, every major technology company is investing heavily in artificial intelligence (A.I.), promising a better, cheaper, and faster way to “engage” with consumers. "

Topics: Digital Context Mobile Engagement Customer Experience Industry Insights

The Problem With Chat Solutions

Traditional chat solutions create a CX that’s essentially a phone call with typing instead of talking.  It’s a strictly linear experience tied to a single session that begins and ends on a single device.  That may be a good fit for a customer journey that follows a nice straight line, but that’s not how consumers buy anymore.

Consumers jump between a mesh of digital devices

Today’s digital consumers live their lives differently, and they expect to engage differently. 

Your Customers Are Digital

By 2020, mobile commerce will make up 45 percent of total e-commerce (BI Intelligence) and require a different strategy than today’s online web strategy.  On the service side, Gartner says 35% of all support will take place on a mobile device by the end of next year.

Topics: Digital Commerce Digital Context Mobile Engagement Customer Engagement Customer Acquisition

5 Technologies To Reshape Customer Service: New Forrester Report

The velocity of technological change is accelerating. New technologies are emerging that will reshape customer service as we know it today.  Many of these technologies are being tested and even deployed as part of the contact center stack by leading companies.  And these technologies are already driving significant benefits for early adopters.

Forrester Report

To help us understand these changes, Forrester Research recently released a report entitled “Plan Now For Customer Service In 2021. “  This report (on our recommended reading list) explores five technologies that are expected to transform customer care over the next five years.  

Topics: Digital Context Customer Care Mobile Engagement