Magazine Article | December 16, 2015

Customer Engagement Gets Technical

Source: Innovative Retail Technologies

By Matt Pillar, chief editor

January 2016 Innovative Retail Technologies

As retail differentiators go, it’s hard to beat a memorable customer experience. Here, three experts offer insight into the rise of technology’s role in customer engagement.

As it relates to consumers, an important distinction exists between the customer experience and customer engagement. Experiences — good, bad, or indifferent —don’t require energy to create. A customer’s experience with your brand can and will simply happen, with or without your involvement.

Engagement, on the other hand, takes some initiative. The definition of the verb engage is to “participate or become involved in.”