Many organizations view customer service as an important way to differentiate themselves from their competitors. However, as the number of communication channels and devices increases, so does the challenge of engaging consumers effectively and delivering consistent, contextual, and personalized service across them. This paper takes a closer look at the challenge and explains how customer engagement optimization solutions from Verint® and KANA®, a Verint Company can help organizations by enriching customer interactions, optimizing their workforces, and improving processes. In doing so, organizations can benefit from increased customer loyalty, enhanced performance and revenue, and reduced risk and operating costs.