[Infographic] Context-driven Customer Engagement

The emergence of customer experience management (CXM) was a significant step forward in how organizations work with and sell to their customers by understanding and managing all the ways their customers experience their interactions. Today, enterprises are going beyond CXM and focusing on context-driven customer engagement (CE).

This new model takes a holistic approach and examines the customer’s past and current personal and community identity. Context is the information that has been missing to create a personalized and unique customer experience. Context-driven CE is unlike traditional customer identity profiling and has enhanced customer satisfaction as well as sales teams’ business strategies.

Read the below infographic for an introduction to this emerging category, then head to these resources for more information:

• Three Types of AI to Leverage at the Customer Experience Level, a blog that will examine the three major thrusts of AI that need to be considered at the Customer Experience level.
• Context-Driven Customer Engagement: Beyond Customer Experience (CX) Management, a research note that explores the changing customer expectations and illustrates a stepped evolution toward AI-enabled context-driven customer engagement.