The State of Customer Engagement 2023: What It Takes to Win in a Digital-First Future
Twilio's 2023 customer engagement insights. Learn how to lead in the new era of digital customer engagement with customer experience futurist Blake Morgan and Twilio Chief Customer Officer Glenn Weinstein.
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There’s no question that digital customer engagement is a priority, for both consumers and brands. Consumers are demanding more than ever from the brands they do business with - highly personalized offers and immediate responses. And the good news is, brands are doing their best to stay ahead of rising expectations, with 97% expecting their investment in digital customer engagement to nearly double in the next three years.
But consumers and brands aren’t aligned on everything. When it comes to privacy, consumers want control of their data and no cookies. However, brands aren’t quite there. Eighty-one percent still rely on third-party data, and only 60% of brands are prepared for a world where third-party data is not available. That world is coming soon, considering that Google Chrome will deprecate cookies by the end of 2024 and already, almost one in three consumers always or often opt to reject cookie offers on websites. So what does this all mean for you? Join customer experience futurist, Blake Morgan, and Twilio Chief Customer Officer, Glenn Weinstein, as we unveil the 2023 State of Customer Engagement Report and share how you can drive customer loyalty and revenue, even amidst economic headwinds. You will walk away with an understanding of: - How customer engagement helps brands adapt to shifting market conditions and consumer preferences - How to unlock elite customer experiences with real-time data - What it takes to protect customer privacy and still deliver high-quality personalization. ------------------------------
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