IDC Whitepaper: How a Platform Approach is Critical to Customer Engagement Success
More organizations are adopting an integrated customer engagement platform to drive personalized interactions and increase profits, all while protecting customer data.
In today's digital world, what really sets a brand apart from the rest is its ability to understand customers and deliver meaningful interactions across channels. In fact, almost three in four customers say that a good customer experience is key to remaining loyal to a brand, according to an International Data Corporation (IDC) survey of 1,600 global respondents across various industries and roles.
But personalized customer engagement is only possible with the right customer data, and a customer will only provide such data if they feel confident in a company’s ability to securely store it. That’s why companies need to be extra vigilant in protecting customer data from cyber-attacks and breaches.
In this IDC whitepaper, sponsored by Twilio, we examine why more organizations are seeking to adopt an integrated customer engagement platform (CEP)—with a fully interoperable set of data and communication tools—in order to drive personalized interactions at scale and increase profits, all while protecting and securing customer data.