Optimizing your investments with analytics

The art of customer engagement

The war for the customer rests on a constantly shifting battlefield. In fact, exponential change is the new constant—and its velocity, volume, and variety have toppled giants and enabled new breeds of disrupters.

Today’s executive leaders are continually being challenged to reimagine their businesses and strategically allocate scarce capital to meet rising customer expectations. Customer experience can be a brand’s most powerful competitive advantage, but among hundreds of potential touchpoints, many business leaders struggle with where to prioritize investment.

With the right data as their compass, business leaders can more effectively understand their customers’ experience preferences while benchmarking their own brand’s strategies against competitive efforts. And, armed with the right insights, these leaders are better able to build a powerful customer experience roadmap to future-proof their organizations.

Deloitte’s Customer Engagement Index (CEI) is a critical new foundational step, supporting you as you begin your customer-centric journey.

The art of customer engagement explores:

  • The importance of taking decisive action in developing long-term strategies to gain a better understanding of competitive and customer landscapes
  • A look behind CEI and how it can enable you and other decision makers within your organization to initiate more relevant and strategic decisions
  • Top insights from 2017 and how Canadian retailers need to better optimize investments in customer engagement capabilities
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