This site uses cookies to provide you with a more responsive and personalized service. By using this site you agree to our use of cookies. Please read our cookie notice for more information on the cookies we use and how to delete or block them.

Bookmark Email Print this page

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.
  • Shift Index organizational self-assessment tutorial
    Our 2013 Shift Index findings indicate that US firm performance has declined over the past four decades. Understand how well your organization is ready for the Big Shift by taking this 20-minute tutorial.
  • Meeting the high bar for digital engagement
    Find out how companies can take steps to keep up with rising expectations for personalized and seamless digital interactions.
  • 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.

Dig deeper

  • Customer Transformation
    Learn more about the practice.
  • CIO Agenda
    Access innovative thinking and practical advice.
  • Technology
    Learn more about the practice.

Share this page

Email this Send to LinkedIn Send to Facebook Tweet this More sharing options

Stay connected