Posted by Ayo Dahunsi,
Marketing and Event Manager, HGS USA
The digital environment has dramatically changed the way consumers expect and demand to engage with brands. According to Gartner, by 2018 consumer engagement will rapidly evolve. They predict that customer engagements through the phone will drop from 65% to 22%, while self-serve interactions (portal, FAQ sections, etc.) will increase from 20% to 30% and social media interactions will jump from 7% to 28%. Are you ready?
On September 24-25, HGS will be presenting at the 2014 Digital Customer Experience Summit in New York City. Join our session, where Chris Lord, SVP Global Growth Strategy and Marketing, will be discussing how organizations can enhance their customer experience by integrating online and offline channels. In this session, you will discover how to balance the need to drive revenue with cost containment, while delivering exceptional customer experience.
Some of the takeaways from the session include:
- New insights into the current and future customer service landscape
- Best practices for customer engagement
- Real-life examples of transformative customer experience strategies
- Customer-centric strategies for balancing you business.
Businesses need to transform quickly to integrate online and offline activities and serve customers 24x7 in their channels of choice. Customer-centric organizations that acclimate to these changes will be able to maintain consumer loyalty and create customers for life.