In a world that’s all about speed and convenience the new rules for customer engagement have changed. But what are these new rules and how can they help you drive brand loyalty?

Drawing on international research commissioned by Verint and Ovum and conducted by Opinium—where global consumer demand for quick and convenient service emerged as a key driver of satisfaction—Jeremy Cox, Principal Analyst, Customer Engagement Practice, Ovum will provide insight and guidelines on how to instil company-wide best practices to ensure success and drive loyalty.

Together with Dave Capuano, Global VP Integrated Marketing, Verint and Rachel Lane, Director of Customer Analytics, Verint, Jeremy will discuss what constitutes good customer engagement and the steps to success in implementing the new rules of customer engagement:

• Meet the needs of the customer
• Create an effortless experience
• Make it easy to engage
• Avoid relying on discounts and loyalty schemes
• Be transparent and open with customers about the use and security of their data
• Go the extra mile

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