Digital Customer Engagement
Digital Customer Engagement is the proficiency in utilizing digital technology to interact with, understand and meet the needs of customers. This capability involves efficiently leveraging digital channels to address customer inquiries, concerns, providing effective resolution strategies, and subsequently achieving superior customer satisfaction.
Level 1: Emerging
At an emerging level you are beginning to utilise digital tools to interact with customers, resolving basic issues while still needing guidance to fully navigate digital customer engagement.
Level 2: Proficient
At a proficient level, you are skilled in using digital tools and platforms to engage with customers effectively, providing prompt and personalized support to enhance their overall experience.
Level 3: Advanced
At an advanced level you are adept at utilizing digital platforms to engage with customers effectively, providing personalized support and service that exceeds expectations, utilizing advanced analytics and automation tools.
