How easy is it for your customers to request support? (Hint: if they have to email you each time, that’s already too much effort!)

Today’s customers want to be in control: They want quick answers, expect prior context, and demand personalized support on channels they actually use – ranging from SMS to Instagram. Businesses must engage customers on these conversational digital channels to win loyalty and share of wallet.

According to the soon-to-be-launched customer engagement report developed by Harvard Business Review Analytic Services and commissioned by Freshworks, businesses need to think of CX as a long-term relationship, and not a single transaction. Is your team equipped to purposefully engage customers across multiple digital channels?  What must you do to get there? Join us in this panel discussion to find out!

  • Which digital channels are shaping customer behavior?
  • Why personalized conversational engagement is a must-have
  • How AI and automation empower agents to proactively engage customers at scale
  • Real-world examples of digital engagement models that are creating customer delight
  • 3 customer engagement strategies you can adopt TODAY to improve NPS and customer service RoI

PS: All Attendees get exclusive access to Harvard Business Review Analytic Services’ latest report on digital customer engagement!


Sponsored by:


Alex Clemente

Pradeep Rathinam

Raj Rajasekar

Lauren Freedman

Register for the Replay