Constellation Research: How Communications Platforms Drive Customer Engagement

Today’s digitally empowered customers create a challenge for organizations to sell, market, and service them effectively. Expectations are higher than ever before, and customers openly share both positive and negative experiences with just a few clicks on review websites, app ratings, and social media. Organizations still using traditional communications methods are losing the customer experience battle and need to modernize how they engage with customers who are demanding more ways to request service.

This report examines the reasons why organizations struggle to meet customer expectations, looks at how modern communications platforms are vital to winning in the customer experience (CX), tells stories of organizations that put the CX first and gives recommendations for evaluating communications platform providers.