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Digital Customer Engagement

Reshaping customer interactions through personalized experiences

Digital is at the heart of business—reshaping customer interaction, rewiring how work gets done, and potentially rewriting the nature of competition in some markets. The underlying intent of digital engagement is simple: using technology to design more compelling, personally relevant, engrossing experiences that lead to lasting, productive relationships, higher levels of satisfaction, and new sources of revenue.

Tapping digital channels to advertise, market, sell, and provide customer care is far from new terrain for many companies. But today’s markets demand intimacy and synchronization across channels—providing seamless, personalized experiences to customers who are time-, place-, and context-aware.

Digital engagement presents new ways to enhance customer loyalty and competitive advantage. With more parts of the business becoming digital, the CIO has the opportunity to build a new legacy for IT as a responsive, forward-looking organization, an enabler of innovation, and a driver of digital engagement.

Watch video

Barbara Venneman, principal, Deloitte Consulting LLP, describes how delivering relevant digital content to customers before, during, and after a purchase is important to building brand, loyalty, and a positive sentiment towards your organization.

Insights from Deloitte

Read the latest insights on User Engagement in CIO Journal
Published by The Wall Street Journal, CIO Journal offers a premium news and information service for chief information officers and senior business executives interested in technology.

More Featured insights

  • Tech Trends 2014: Digital engagement
    With more and more parts of the business becoming digital, the CIO has an opportunity to build a new legacy for IT.
  • Bridging the digital divide: How CMOs can rise to meet five expanding expectations
    It’s the CMO’s job to lead the dismantling of silos that separate web, call centers, mobile and in-store channels to create the consistent, personalized experience that today’s technology-empowered customers demand. Learn about expectations CMOs should meet as they build customer-centric organizations.
  • The dual roles of the CIO in the digital age
    The rapid adoption of digital technologies is putting new pressures on IT organizations. Today’s CIO must play a dual role: builder of technology and builder of the business.
  • Work environment redesign: Accelerating talent development and performance improvement
    Results from a recent Deloitte study of more than 75 organizations suggest that the work environment can have a critical impact on employee learning, performance, and passion toward work. Learn more.
  • Digital disruption - Short fuse, big bang?
    With one-third of Australia’s economy facing a 'short fuse, big bang' scenario, Deloitte sets out to offer practical advice to business leaders and government policy-makers to help manage the challenges and reap the benefits of digital disruption – now and in the future.

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  • Customer Transformation
    Learn more about the practice.
  • CIO Agenda
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  • Technology
    Learn more about the practice.

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