• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Join us at the Largest CX Event of the Year!

        Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

        Register now

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Join us at the Largest CX Event of the Year!

          Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

          Register now

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          Concept of business, technology, the Internet and the network

          Digital customer engagement: 4 signs your contact center is on the right track

          by Catherine Forino-Small
          January 17, 2023
          Share

          Digital customer engagement is receiving more emphasis these days as businesses are realizing it can be a path to higher revenue and greater customer loyalty.

          Modern consumers want to feel a personal connection to the brands they do business with as well as receive personalized communications and interact with engaging and meaningful content. In other words, they want digital customer engagement.

          With the proliferation of so many digital communication channels – including mobile apps, social media, email, and virtual agents – businesses have a unique opportunity to stay connected with customers long after they make a purchase. The result can be stronger relationships and lifetime customers.

          Digital customer engagement is an art that many businesses struggle with. Engagement needs to be personalized without being creepy, and regular without being spammy. Additionally, companies need to develop digital content that is both useful and engaging, a combination that can be elusive.

          This article will provide a definition of digital customer engagement, provide some real-world examples of effective digital customer engagement, and discuss some signs that your business is on the right track.

          What is digital customer engagement?

          The definition of digital customer engagement may differ from business to business, but at its core it's the process of interacting with customers on digital channels and trying to get them to engage with your branded experiences. These experiences may include:

          • Interacting with a virtual agent to book travel plans
          • Responding to a Twitter poll
          • Receiving an email with discount offers on the customer’s favorite brands
          • Interacting with a photo frame on Instagram
          • Reading a blog post that tells the customer how to get the most out of their recent purchase
          • And so much more

          Effective customer engagement takes place throughout the duration of the relationship between customer and brand, and it happens in each customer's preferred digital channel(s). The goal of digital engagement is to stay connected to customers so that your business is top of mind the next time they need to make a purchase. Ultimately, consistent and meaningful engagement builds loyalty and can reduce churn.

          And the positive financial impact of effective engagement can be substantial. One study found that over a two-year period, businesses that invested in digital customer engagement experienced a 70% increase in top line revenue.[1]

          According to Gartner, contact centers will play an important role in this continued positive trajectory. They predict, "By 2025, 40% of customer service organizations will become profit centers by becoming de facto leaders in digital customer engagement."

          Let's take a look at some examples of great digital customer engagement and then discuss some signs that indicate your contact center or customer service organization is ready for its future role as "de facto leaders in digital customer engagement."

          Examples of effective digital customer engagement

          Examples of exceptional digital engagement abound. Here are a few to get you thinking.

          Netflix

          Netflix is often held up as an example of a brand that has flourished by providing personalized experiences, and their approach to digital customer engagement has disrupted the video rental, movie, and network and cable TV industries.

          If we both searched Netflix for "action films," our results would probably look very different. That's because the company uses sophisticated algorithms to predict what viewers will like based on past viewing history. This hyper-personalization led one executive to declare that there are now "33 million different versions of Netflix."[2]

          But the personalization doesn't end with individual recommendations. Netflix also uses aggregated viewing history to predict what types of original programming customers will like and then commissions production companies to make them.

          Key takeaways: Digital customer engagement is best when it's personalized and proactive.

          Warby Parker

          Warby Parker is another brand that disrupted an industry through digital customer engagement. The eyewear industry was predominately brick and mortar until they entered the scene. After all, most people want to try on glasses before they buy them.

          The business solved this problem through augmented reality. Customers can virtually try on glasses to see how they might look, and then have the top contenders sent to their homes so they can try them on in person and make a final decision. Without the engaging virtual reality, it's doubtful that as many customers would make it to the "home try on" phase.

          Key takeaways: Use advanced technology to digitally engage your customers and help them move through the sales pipeline.

          Taco Bell

          You may remember when a Taco Bell Snapchat lens went viral a few years ago. For Cinco de Mayo, Snapchat users could take a selfie, turn their heads into giant tacos, and then share the result with friends.

          Now, allowing customers to turn their heads into giant tacos may sound silly, but the campaign was highly effective. The lens was viewed 224 million times. [3] That's a lot of engagement and impressions! And you can bet more people grabbed some Taco Bell that day than would have otherwise.

          Key takeaways: Be creative with how you engage your customers on social media and don't be afraid to have some fun.

          4 signs your contact center is on the path to digital customer engagement success

          Teen girl checking social media holding smartphone at home

          Contact centers may not be in a position to turn customers heads into tacos, but there's plenty they can do to engage customers in ways that will strengthen relationships. Here are some positive signs that you might be doing digital customer engagement right.

          1. You have a digital customer engagement strategy and plan

          Although digital customer engagement might be an art form, it still needs structure in order to be effective. Successful brands outline goals for customer engagement and use those to keep them on track.

          Once goals have been established, the plan needs to outline the steps that will be taken to achieve them. Contact centers may want to have an engagement plan for every channel that rolls up into a cohesive strategy. They should also account for things like how they'll solicit feedback from customers (an important form of engagement) and what role outbound campaigns will play in the overall strategy.

          2. You personalize customer experiences

          Today's consumers want to feel like businesses recognize them and understand their needs, especially if they are long-time customers. As we saw from the Netflix example, personalization can be a powerful way to digitally engage with customers. Conversely, acting like customers are strangers every time you interact with them could send them out the door to a competitor that is better at providing personalized engagement.

          According to a Salesforce study, 66% of consumers expect businesses to understand their individual needs. In other words, they want personalization.

          There are several ways contact centers can improve their personalization game, including the following:

          • Integrate contact center solutions with CRM systems. CRM systems contain a wealth of information that contact center agents should have easy access to. Data such as purchase history and transcripts from past customer service interactions enable agents to tailor experiences for each customer. This information can also be used by self-service channels to personalize DIY experiences.
          • Route customers to agents they're more likely to "click" with. A customer service interaction can feel more personalized (and satisfying) if customers and agents are able to build an easy, natural rapport. Intelligent AI routing increases the likelihood of this happening by including factors such as customer sentiment and preferences into the routing logic.
          • Ensure agents have strong soft skills. A robotic or indifferent conversation can feel highly impersonal, not to mention frustrating and unsatisfying. This can be especially true when the conversation is happening in written form. Personalization requires agents to have strong soft skills like empathy and active listening so that customers feel heard and understood.

          3. You use modern contact center technology

          Digital customer engagement requires contact centers to have up-to-date systems so they can meet customers where and how they want to be met. If your contact center has the following capabilities, you're on the right track.

          • Multiple digital channels. Digital engagement needs to be convenient for customers, which means being able to connect in their channel(s) of choice. Providing email and chat support is a good first step but contact centers should also determine how emerging channels such as messaging and SMS fit into their digital customer engagement strategy.
          • Omnichannel customer experiences. The multiple channels discussed above need to be integrated so customers can move across them seamlessly. Without omnichannel capabilities, customers will find the need to repeat themselves when they switch channels.
          • Smart self-service. Part of engaging customers on their own terms is empowering them to handle their own matters. According to Gartner, 70% of customers use self-service channels during their resolution journey. However, for this form of digital engagement to be positive, customers need to be successful at finding their own resolutions. Good self-service design is crucial. Without it, you may find your customers disengaging from your relationship.
          • AI analytics. To have meaningful digital customer engagements, you need to understand customers’ preferences and needs. This requires lots of data and the right tools to analyze it. AI-powered analytics solutions can give businesses the customer insights they need to make effective digital connections with their customers.

          4. You're committed to proactive customer service

          Being proactive about anticipating customers' needs is a hallmark of great digital customer engagement. Because 90% of people needing help never initiate contact, reaching out to customers before they know they have a problem can strengthen relationships and enhance your brand's image. With the right proactive outreach, such as an outbound dialer, or proactive conversational AI, contact centers and customer service organizations can notify customers via email, text, or phone about issues such as event cancellations and product recalls.

          But sometimes being proactive means engaging customers earlier. For example, if you make your knowledge base available for search engines to index, your customers can find answers to their questions on search results pages rather than being required to go to your website. Now that's convenient digital engagement!

          Digital customer engagement is a dynamic area that is always evolving. To learn about some recent trends, read Fresh Ways to Energize Your Digital Customer Engagement.

          And to learn about more digital engagement best practices, watch How to Surprise Your Customers: Analytics in the World of Digital Engagement.

          [1] Twilio: State of Customer Engagement Report 2022 (2022)
          [2] The New York Times: Giving Viewers What They Want (2013)
          [3] Adweek: Taco Bell's Cinco de Mayo Snapchat Lens Was Viewed 224 Million Times (2016)

          About the Author

          Catherine Forino-Small

          Catherine is a Director of Product Marketing for NiCE who has a passion for learning the ins and outs of products and understanding customer's needs. Catherine is responsible for developing product positioning, messaging, and other marketing and sales assets for the CXone Mpower portfolio, specifically customer service automation and workforce augmentation solutions.

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          June 12, 2025

          Turning customer service happiness into a competitive advantage

          Read
          Woman on her phone, excited with the launch of NiCE New World

          June 3, 2025

          Welcome to a NiCE world

          Read
          9 ways to unlock scheduling flexibility and gamify shift management

          May 28, 2025

          9 ways to unlock scheduling flexibility and gamify shift management

          Read

          May 20, 2025

          10 NiCE Interactions experiences everyone will be talking about (And why you’ll want to be part of it)

          Read
          3 biggest takeaways on proactive engagement and the future of customer experience

          May 14, 2025

          3 biggest takeaways on proactive engagement and the future of customer experience

          Read

          More from the blog

          AI

          Turning customer service happiness into a competitive advantage

          In a world shaken by political instability, economic headwinds, and societal anxiety, one encouraging trend emerges from NiCE’s 2025 Global Happiness Index: customer service happiness is on the rise.

          June 12, 2025

          Woman on her phone, excited with the launch of NiCE New World
          AI

          Welcome to a NiCE world

          At NiCE, we believe great service doesn’t just happen, it’s something we create. Together. People and AI, united on one platform. That’s how we raise the bar for experiences every single day.

          June 3, 2025

          9 ways to unlock scheduling flexibility and gamify shift management
          Workforce Optimization

          9 ways to unlock scheduling flexibility and gamify shift management

          Agent satisfaction and retention remain a perennial issue in contact center and back-office environments.

          May 28, 2025