APAC CIOOutlook

Advertise

with us

  • Technologies
      • Artificial Intelligence
      • Big Data
      • Blockchain
      • Cloud
      • Digital Transformation
      • Internet of Things
      • Low Code No Code
      • MarTech
      • Mobile Application
      • Security
      • Software Testing
      • Wireless
  • Industries
      • E-Commerce
      • Education
      • Logistics
      • Retail
      • Supply Chain
      • Travel and Hospitality
  • Platforms
      • Microsoft
      • Salesforce
      • SAP
  • Solutions
      • Business Intelligence
      • Cognitive
      • Contact Center
      • CRM
      • Cyber Security
      • Data Center
      • Gamification
      • Procurement
      • Smart City
      • Workflow
  • Home
  • CXO Insights
  • CIO Views
  • Vendors
  • News
  • Conferences
  • Whitepapers
  • Newsletter
  • Awards
Apac
  • Artificial Intelligence

    Big Data

    Blockchain

    Cloud

    Digital Transformation

    Internet of Things

    Low Code No Code

    MarTech

    Mobile Application

    Security

    Software Testing

    Wireless

  • E-Commerce

    Education

    Logistics

    Retail

    Supply Chain

    Travel and Hospitality

  • Microsoft

    Salesforce

    SAP

  • Business Intelligence

    Cognitive

    Contact Center

    CRM

    Cyber Security

    Data Center

    Gamification

    Procurement

    Smart City

    Workflow

Menu
    • Data Center
    • Cyber Security
    • Hotel Management
    • Workflow
    • E-Commerce
    • Business Intelligence
    • MORE
    #

    Apac CIOOutlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIOOutlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    • Data Center
    Editor's Pick (1 - 4 of 8)
    left
    Hybrid IT - The New Reality

    Ramesh Munamarty, Group CIO, International SOS

    Faster, Safer Data Hosting Starts with a Map

    Mark Bauer, Managing Director & Co-Lead Of The Data Center Solutions, JLL

    Universal Digital Identity-How to Get it Right?

    Dr. Michael Gorriz, Group CIO, Standard Chartered Bank

    Data Center of the Future

    Ari Bose, CIO, Brocade

    Centricity of Data Science in the IT World

    Harpreet Kaintel, CIO, ZenithOptimedia Group

    Encryption-is it enough?

    Jerry Irvine, EVP, CIO, Prescient Solutions

    The Data Experience Revolution: Moving Beyond Access to Action

    Mazen Kassis, Head of Data & Analytics, Foodstuffs North Island

    Harvesting The Future: The Transformative Impact Of Ai On Agriculture

    Jeremy Groeteke, Global Head Of It & Digital Strategy, Vegetables & Flowers, Computational Agronomy, Syngenta Group

    right

    Customer Engagement Management: Trends from a Marketer's Point of View

    Ellen Derrico, VP, Product Marketing, Global Technology Solutions, IQVIA [NYSE:IQV]

    Tweet
    content-image

    Ellen Derrico, VP, Product Marketing, Global Technology Solutions, IQVIA [NYSE:IQV]

    Customer engagement is a business communication connection between an external stakeholder (consumer) and an organization (company or brand) through various channels of correspondence. This connection can be a reaction, interaction, effect or overall customer experience, which takes place online and offline.

    Customer engagement management has evolved over the years, from account management and campaigns to customer journey mapping, personas, and advanced predictive analytics, with everything in between and surrounding—including artificial intelligence (AI) and machine learning (ML). Never have customers been more under the microscope, all in the hope of permanently winning hearts and minds.

    Here are some trends I am seeing, from both a technology and a process perspective:

    1) Technology disruption is increasing and will continue to increase. It is getting more and more difficult to maintain customer engagement, with all the new technology developments happening every day. Customers love to be the first one on the block or social media scene with the new Internet of Things (IoT) device/ technology. This means they may switch from their current technology supplier to a new one. Keeping the customers engaged and loyal in such a disruptive environment is paramount to business success.

    2) The demand for a personalized experience is also increasing. While technology innovation is disrupting, it is also providing opportunity to further personalize and customize the individual experience each customer has interacting with suppliers’ technology. We get a personalized experience on many apps at home, so we also demand this personalization in our work-lives.
    The more a technology, service, or product can provide a feeling of being personalized for the consumer, the more the consumer engages and feels loyal to the supplier.

    Customer Engagement Management Continues To Evolve Into Very Complex Interactions, Where Technology and Humanity Intersect

    3) What’s old is new again—it’s all about the relationships. With all the frenzy and disruption in the tech space, it’s harder and harder to differentiate and hold a customer’s attention and loyalty just through better technology, better products, and better services. Customers are tired of not interacting with people. And, technology, products, and services can be copied and reverse engineered. In the old days, retaining customers and engaging them was done through building relationships and adding value through the human experience—sharing personalized experiences and information. Well guess what? It’s back. And when relationships are built and nurtured correctly, and by everyone in the supplier company, the customer’s heart and mind are won over. Providing top customer service, support, and engagement, through every phase of the customer’s journey, by all employees and technologies, earns your team a truly unique competitive advantage.

    4) The tension between AI and privacy is ongoing. With the increase of cyber-attacks, theft of personal information/identity, and third-party security breaches, the balance between customer convenience and security risk has many consumers concerned about artificial intelligence systems. On the flip side, AI and ML provide hope for combating security risks, fraud, and identity theft through advanced analytics and pattern recognition. The battle will continue for some time, because the good guys aren’t the only ones designing, developing, and deploying AI and ML.

    5) Customer communities continue to thrive and yield dividends. Building a robust customer community, that allows other customers to engage with each other and a supplier organization, promotes trust, loyalty, and a sense of belonging. This adds up to increased customer engagement and retention. Robust customer communities also support relationship building, a more personalized experience, and technology/product/service improvements. Companies that utilize a combination of technology and human experience in building communities, create another compelling competitive advantage that is difficult to duplicate.

    In closing, customer engagement management is not just about having great apps, technology, and AI/ML that log, measure and manage customers and their experiences through a series of algorithms, patterns, and automated activities. Rather, customer engagement management continues to evolve into very complex interactions, where technology and humanity intersect. This intersection provides a truly unique, competitive advantage engendering engagement, loyalty, and trust, and resulting in retention and advocacy, which yield a much higher rate of return for everyone.

    tag

    Customer Experience

    Predictive Analytics

    IoT

    Machine Learning

    Weekly Brief

    loading
    Data Center Cooling Solution Company of the Year in APAC - 2025
    ON THE DECK

    Data Center 2024

    Previous Next

    I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info

    Copyright © 2025 APAC CIOOutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy and Anti Spam Policy 

    Home |  CXO Insights |   Whitepapers |   Subscribe |   Conferences |   Sitemaps |   About us |   Advertise with us |   Editorial Policy |   Feedback Policy |  

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://data-center.apacciooutlook.com/cxoinsights/customer-engagement-management-trends-from-a-marketers-point-of-view-nwid-7746.html