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The Inner Circle Guide to Customer Engagement & Personalisation

Customer Engagement Personalisation Guide

The Inner Circle Guide to Customer Engagement & Personalisation

ContactBabel Report

Download the 2021 UK edition


Moving beyond the mass-production model employed historically in many contact centres, customer personalisation has recently become of great interest. Especially for businesses looking to improve their customer experience within the contact centre and other channels.

This Customer Engagement Personalisation guide by ContactBabel guide explains to keep customers positively engaged and turning them into loyal, long-term advocates. It looks at how businesses can aim to extend the positive reach of the brand beyond the original marketing touch points.

Customers want to be treated as individuals. They expect you to understand their needs and deliver the right service and experience that meet their requirements. Not only does this increase loyalty and future sales, but it can also reduce costs.

Customer Engagement Personalisation Guide

Customer Engagement & Personalisation Guidance

Sponsored by Enghouse Interactive, this study is ideal for businesses looking to improve their customer engagement and loyalty through personalisation strategies and techniques. Based on surveys with 200 UK organisations and 1,000 consumer interviews, this guide examines how new technologies can transform customer engagement.

 This independent analyst report covers:

  • Using AI to deliver a hyper-personalised experience
  • Developing employees’ emotional intelligence and empathy
  • Using real-time sentiment analysis
  • Individualising website and telephony self-service experiences
  • The use of predictive analytics and personality-type matching
  • Managing the customer’s ‘moment of truth’ and winning loyalty

AI-enriched Omnichannel Customer Engagement & Personalisation solutions by Enghouse Interactive help you offer a proactive, effortless customer experience across all channels.