Omnichannel. Big Data. Engagement. All buzzwords we overused in 2014 (I’m about to overuse one of them…maybe on purpose).
It’s not the repetitive jargon we employ that bothers me, but rather the idea that there is some magic bullet technology to get us there. Technology should be an enhancement to your customer engagement strategy, not the solution.
There are many companies that can’t effectively engage their customers because their core customer experience isn....