Critical Channels of Engagement: What Consumers Want

Seamless, personalized and omnichannel. In today’s age of the customer, 85% of brand engagement in 2020 will take place without any human interaction. And, the global pandemic is further influencing this digital push.

This presentation will explore the critical channels of engagement for consumers and explore HOW they want to engage with your organization, based on research undertaken by the CMO Council and Precisely (over 2000 consumers across the USA, Canada, UK, Ireland, Australia and New Zealand surveyed). We will unpack the differences and similarities around the five key generational demographics and their desired communications channels, and also explore the rising tide of high- performing channels of engagement. In addition, you’ll hear a case study about how Blue Shield of California used interactive and personalized video to solve business challenges, and learn how you can implement similar tactics.

After this session, you’ll be able to:

  • Understand the key channels of engagement for consumers
  • Explore how different demographics – Generation Z, Millennials, Generation X, Baby Boomers, and the Silent Generation – wish to engage with companies
  • Outperform your competitors by better engaging clients through THEIR channels of choice