Digital Engagement Blog

These days, the answer to pretty much anything we want is just a tap or click away.  As the Harvard Business Review describes it, we live in a world of micro-moments, frequent moments in which we intensely want or need something such as a particular fact, destination, product, service, or activity; right here, right now.

Throughout the day, we frequently use mobile devices to check the Google Maps app for traffic updates, make a last minute reservation on Open Table for dinner that night, or calling your pharmacy to make sure your prescription is ready. 

Digital engagement is all the rave these days. In CX circles leading all the way to the boardroom, buzzwords like engagement, omni-channel, and transformation are creating bingo winners every nineteen seconds.

You’re a consumer.  I am, too. 

So, let’s say we feel the need to engage with our favorite company.

Raise your hand if you want to be forced to use the phone.

How about forced into email?

What about web chat?

Of course you don’t.

Why?

Have you noticed how dramatically the devices that surround us in the digital mesh have changed how we communicate? Of course you have. Digital technology has altered the way we all live and behave.  What does that mean for customer engagement? 

As you look to drive digital transformation within your business, we believe the customer service function can help drive and support your goals.   But not what you think of as customer service today.  Let’s look at the ways “digital servicing” can help you achieve your breakthrough business goals.  

Today is a good day to come full circle and consider how customers will drive your digital engagement strategy. Yes, it’s pi day. And if you’re eyeing a bigger slice of it in the coming year, it’s time to consider just how much things have changed.

As always, we’re here to help. We put together this plum of a list of things you’ll want to achieve before the next pi day if you want to get your organization ready for digital context. We hope you’ll find this to be some delicious food for thought that drives many fruitful discussions:

Enterprises have been using our solutions to engage customers for over 12 years. Today our IVR platform supports over 1.5 billion calls a year. This vantage point has allowed us to observe how customer expectations and behaviors are changing across a wide set of industries.

Others are talking about this as well:

I have a surprise for you.

That new Star Wars movie?  It’s not what you expect.

It’s not about Luke Skywalker, Princess Leia, Han Solo, or Chewbacca. And the new characters—Rey, Finn, Poe, and others? They are but a backdrop to the larger plot point: Digital engagement.

Think I’m not serious? Read these quotes from the latest installment in the Star Wars franchise and you might change your mind:

Sound familiar? It should...And, if you’re a Star Wars fan, it most certainly does.

Various versions of “I have a bad feeling about this” appear throughout all episodes of Star Wars. For me, the most memorable occurs in episode IV, the original Star Wars from 1977, when Luke, Leia, Han, and Chewie find themselves jumping into the Death Star’s trash compactor in an attempt to evade stormtroopers and certain capture. It gets eerily silent, except for some creaking in the walls. Just before the walls start to close in on them, Han Solo is a soothsayer, “I got a bad feeling about this.”

We just made a big announcement. Huge in fact.

We have released the latest generation of our digital engagement solution, My:Time™ 3.0, which will allow enterprises to provide an entirely new way to proactively engage customers with a never-before-seen continuous service experience across digital channels.