The Anatomy of Great Customer Engagement

​Customer experience is shaped by every interaction, but not every interaction drives engagement. In this session, we break down the real differences between customer experience, engagement, and interaction, and why getting each right matters. We’ll explore how to design the perfect interaction using four core dimensions: touchpoint, channel, timing, and tone. Expect a practical discussion on aligning customer lifecycle strategy with business outcomes, and how to create interactions customers actually value and act on.