The New Digital Customer Engagement for the New (Ab)Normal

COVID-19, has literally and figuratively changed the meaning of the tech marketing cliché, “digital or death”. Consumers are still very wary of exposure to the virus and want to get more things done digitally.

While this had always been the case with millennials and Gen Z, COVID-19 has forced older demographics, who are, arguably, even more concerned about virus exposure, onboard.

The economic meltdown, triggered by Covid, requires businesses to do even more with even less. Customer service is no exception to this new reality.

The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. However, the same old limited digital service capabilities do not cut it in the new environment. The new (ab)normal requires businesses to do more with digital.

Within this insightful report, EGain explores how the new (ab)normal has driven a surge in digital customer engagement, and how your business must not only adapt but shift to thrive in this accelerated digital era.

How is this transforming and driving business engagement and critical ROI? A case study within this reports, shows how one multinational bank has been able to empower any employee to handle any call,
the holy grail for any contact center, while reducing training needs by 50% with conversational guidance, powered by EGain's AI knowledge solution.

This bank vaulted to #1 from #3 in NPS (Net Promoter Score) at the same time - demonstrating the clear benefits of investing and adopting these technologies to allow your business to thrive.

Download your copy of this report, to delve into key learnings including:

• Requirements for the new digital customer engagement
• New digital engagement at work
• How your business can use these technologies post-pandemic to elevate digital engagement