Engagement Hubs Become the Glue to the Customer Experience
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- May 12, 2021 4:02 pm GMTMay 12, 2021 3:51 pm GMT
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Nowadays, utilities have a large and growing number of channels and systems that provide them with many customers interaction touchpoints. To be effective, these systems have to operate in harmony, a goal that to date has eluded most energy suppliers. Customer Engagement Hubs (CEHs) are emerging as a means to connect the disparate pieces into a cohesive whole.
A CEH is an “architectural framework that ties multiple systems together to optimally engage the customer,” according to Gartner Inc. The goal is to centralize all customer interactions in a single place; synchronize actions across sales, marketing, and other departments; and optimally engage with patrons. The emerging solutions allow for personalized, contextual interactions with contact center agents, bots, or sensors across traditional and new social media channels. Quite a promise.