Is your business in touch with the trends, events, and moments shaping customer engagement in 2020?
Digital bombardment is real—overwhelmed consumers are increasingly discerning when it comes to how they choose to interact with their chosen companies and brands.
At the same time, chatbots, voice assistants, and conversational AI are everywhere you look. Even so, consumers aren’t clear on what conversational AI can do, and the potential of the technology remains largely untapped.
The trends shaping how companies and organizations interact with customers is also shaping politics in a time when engagement—and galvanization—is higher than ever.
And through it all, the customer experience remains of utmost importance, driving top companies to hire C-level roles focused solely on CX, and its unbreakable thread throughout their organization.
Customer engagement is in a state of constant change. And, since Twilio helps 170,000+ customers engage their customers in every possible way, we have a unique perspective on how businesses and customers interact—as well as the trends and technology shaping communications today.
To that end, we’re thrilled to share our first-ever State of Customer Engagement Report, available free now.
The report offers an unparalleled look at how today’s businesses, from massive global organizations to nonprofits and everything in between, are interacting with their customers and users, in the form of five major trends shaping and informing communications today: