September - 2014 - issue > CXO View Point

Customer Engagement Strategy & Technology Will Transform Your Business

Jyllene Miller, SVP Client Engagement Strategy, Analyst Relations, & Marketing, Concentrix Corporati
Monday, September 15, 2014
Jyllene Miller, SVP Client Engagement Strategy, Analyst Relations, & Marketing, Concentrix Corporati
Founded in 1983, Concentrix Corporation provides innovative services and technology to accelerate high-value interactions at every stage of customer's lifecycle.

Engaged customers impact businesses. At Concentrix, we understand the enormity of that statement and employ engagement strategies and technology innovations to maximize that impact engaged customers make.

Engaged customers are far more willing to use a company's products and services repeatedly, they respond to up-selling and cross-selling most often, they generate more revenue, they are loyal, they are more forgiving, and they routinely provide valuable feedback with regards to how a business can improve products, services, and their customers' experiences. Engaged customers become brand advocates who often create positive viral marketing for a brand. Engaged customers are critical to the growth of any business particularly in today's digital age.

Today's customers are technically savvy, they know what they want, they provide us with important information, they interact across multi-channels yet demand a consistent experience, they want what they want now, they expect that we know what they want, and it's up to us to deliver to their expectations. It's actually up to us to deliver beyond their expectations.

To delight today's customers and to maximize customer engagement, we must tie together disparate pieces of information that tell us a story. We must use that information to predict what our customers will want and interact with them in the manner they choose. We must understand how one interaction and transaction affects the next and must invest wisely in technology to achieve all of those critical objectives.

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