CEOs Make Digital Customer Engagement Their Competitive Strategy For The 21st Century
Robert Reiss, in this Forbes article, discusses the shift in CEOs’ focus toward digital customer engagement as a competitive strategy in the 21st century.
The pandemic has accelerated the digital transformation of businesses, which has resulted in customers demanding a seamless and convenient digital experience. To meet these expectations, CEOs are investing in technologies such as artificial intelligence, machine learning, and cloud computing to provide personalized and efficient digital customer engagement.
Executives from Steelcase, Associated Press, and Xerox discussed how digital customer engagement provides a competitive advantage, increases customer loyalty, and drives growth. A large part of this transformation involves improving the company’s digital infrastructure — website, mobile applications, and social media platforms — to provide a seamless experience to customers. Additionally, they are investing in data analytics to better understand customers and personalize engagement with them.
Digital customer engagement is no longer just a nice-to-have but a must-have for companies to succeed in our digital age.