Peer-Driven Insights

Customer Engagement

About this topic

Customer engagement refers to the strategies and interactions an organization uses to build and maintain meaningful relationships with its customers. Effective customer engagement delivers personalized experiences and consistent value across all touchpoints.

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How are U.S. CISOs Addressing Liability Risk?

New regulations taking effect in the U.S. mean that cybersecurity leaders could face legal liability in the event of an incident. What strategies are they using to protect themselves?

How are U.S. CISOs Addressing Liability Risk?

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Rathik Pathak

JM Financial Services Ltd

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Gen Z is entering the workforce and many companies need to hire them. Would you consider student loan repayment assistance in addition to competitive compensation to help lure Gen Z to your organization? If not, what are you doing to hire and retain them?

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Why is your organization currently not utilizing AI in your contact center?

We are currently using AI in our contact center18%

Our data is not easily/fully accessible between departments41%

We use conversational AI for web chats, but not for telephony22%

We just can't justify the investment15%

Other (please comment)1%

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Do you agree with this prediction from Gartner? By 2026, 80% of organizations pursuing a '360-degree view of the customer' will abandon these efforts because they flout data privacy regulations, rely on obsolete data collection methods, and erode customer trust.

Strongly Agree5%

Agree62%

Neutral22%

Disagree9%

Strongly Disagree

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Which is most important when hiring a vendor?

Quality & Delivery time17%

Pricing & Delivery time35%

Pricing & Quality18%

All of the Above28%

Other (comment below!)

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Do you see a disconnect in the feedback cycle between the product and the customer at your organization?

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When you’re triaging product issues, what type of problem takes top priority?

If you like the technology and product, how do you deal with a vendor salesperson (or another company contact) that violates your beliefs or values? i.e. acts disrespectful to you or your team

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What are the pros and cons of Adaptive Cards? Please share your experience.

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Does IT need a voice of the customer (VoC) program for internal IT customers?

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What's the best way to communicate to customers during an unscheduled outage to limit reputation harm?

Where should you begin when designing CX architecture?

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What were the buying experiences that most impressed you?

How do you work design thinking into your organization and your leadership?

How can we shift consumer behavior to encourage more sustainable practices?

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What best practices have your IT department found for strategic business stakeholder engagement? How do other departments like to hear from IT (ex. QBRs, monthly reports, collaboration channels, etc)? What do other departments like to hear about from IT in order to facilitate transparent collaboration around strategic portfolio management?

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What are the worst customer experiences you’ve had?

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