Digital customer engagement is evolving quickly. According to a 2020 survey from McKinsey & Company, consumers’ rate of digital adoption accelerated by three to four years in just over a few months.
The same study estimates companies accelerated their digital transformations by a sevenyear increase. It’s no wonder businesses are responding at astonishing speeds – they’re following the money. This year, customers will spend 25% more with companies that get digital transformation right.
Digital channels like web chat, social messaging apps and chatbots hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realise the full potential of these digital channels.
Whether you want to add new digital channels or get the most from channels you’ve already deployed, this ebook details five steps you can take on your journey to master digital engagement.

• STEP 1 - Craft your vision
• STEP 2 - Determine your starting point
• STEP 3 - Get your stakeholders on board
• STEP 4 - Establish your channel foundation
• STEP 5 - Expand your comfort zone