The Inner Circle Guide to Customer Engagement & Personalisation

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.

By doing so, businesses aim to extend the positive reach of the brand beyond the original marketing touch points. To keep customers positively engaged and turning them into loyal, long-term advocates.

Written for businesses looking to improve their customer engagement and loyalty through personalisation strategies and techniques, this guide is based on surveys with over 200 UK organisations and 1,000+ interviews with UK consumers.

Sponsored by Enghouse Interactive, 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

About Enghouse Interactive

We are the world’s most reliable customer contact technology provider. Our global brand is built on our track record of consistently honouring our commitments to our customers, our staff and our shareholders.

Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of customer contact software and service solutions that deliver enhanced customer service and transform the contact centre from a cost centre into a powerful growth engine.

Our practices and solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.

Supporting over 10,000 customers, in 120+ countries, Enghouse Interactive works within any local regulatory environment and supports any telephony technology, whether deployed on-premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere and via any channel.

Contact Us

Phone: +44 (0) 20 3357 3040