Author : Pravin Patel
Managing Director - EMEA & North America

Pravin leads the European business operations for Espire with emphasis on developing and managing strategic accounts for the region. As a strong advocate of Customer Centric Solutions, he has been leading the UK/Europe region’s initiatives to bring about exponential growth for Espire's Customer Communications and Digital Content Management business lines.

Digital Transformation: 4 Top Examples of Driving Engaging Customer Engagement across Industries

McKinsey's Global Survey on external engagement found that senior executives recognized the need to engage stakeholders and were increasingly focused on their companies’ efforts in this area. Nearly 60 percent of respondents claimed that customer engagement ranks among their top three priorities.

With the pandemic accelerating digital adoption, customers have become exceedingly particular about their brand preferences. Customer engagements across different touchpoints and devices have become a top priority for market penetration and building customer loyalty.

Proactively engaging with customers throughout their customer journey not only helps them make an informed choice but it also builds trust. Effective customer journey mapping provides key insights on customer needs and preferences, allowing brands to retarget their marketing vision and create positive brand experiences.

In this blog, we will discuss how different industries are leveraging cutting-edge technology solutions to maximize their brand outreach and drive engaging customer engagement across touchpoints.

1. Customer self-service portals

According to a recent report by Salesforce, 69% of decision makers at service organizations say self-service is a major part of their service strategy.

Self-service portals act as a one-stop solution for customers to access information related to the brand and its products, raise service requests, access community forums, or troubleshoot basic issues with detailed how-to guides, FAQs and videos. Self-service portals not only save time, they help brands drive personalized customer experiences leading to higher customer satisfaction. Customer self-service platforms allow brands to improve their customer service and mitigate hefty operational costs.

This success story highlights how Espire helped a leading European Insurance Holding Company develop a self-service portal to ensure faster time to market. We designed a Quadient-based interactive portal which provided the service agents the flexibility to edit, update and review documents on-the-go, as per customer requirements. Read the complete case study > here 

2. CCM Optimization

Driving contextual omni-channel customer communications is a necessity for brands to address customer queries and share timely updates with the customers. By standardizing the outbound communications for the entire enterprise, brands can reach the full potential of their customer engagement strategy to drive more conversions and build meaningful customer relationships.

This case study showcases how we helped a leading Switzerland-based postal services deploy a scalable CCM platform to drive contextual customer communications. We implemented a scalable API-based Quadient solution for improving customer engagements across multiple customer touchpoints. Know more> here 

3. Marketing Automation

Marketing automation is a powerful tool which helps brand marketers optimize manual tasks like lead management or email campaign management etc. Leading DXP platforms offer marketing automation as a key functionality which allows digital marketers to leverage multiple channels and devices to get a 360-degree view of the prospect behavior, enabling them to drive personalized experiences to generate qualified leads and improve conversions.

Accelerate cx transformation with cloud migration blog banner

This success story depicts how Espire helped a leading UK-based Motor Insurance Company drive personalized engagements to target specific customers and address their needs. We leveraged Sitecore to deploy marketing automation to drive personalized & contextual experiences to customers across touchpoints. We carried out effective customer journey mapping providing a 360-degree view of the customer, put in place persona driven marketing campaigns with custom predefined goals to drive greater customer acquisition and retention. Read the entire case study > here 

4. Modern Digital Workplace Solutions

With pandemic-led movement restrictions and the rise of remote working, DWP Solutions have become a part and parcel of every business to enhance collaboration between departments to achieve key business goals. Modern digital workplace solutions help brands provide connected experiences to their employees, while giving them the liberty to access files at any time on any device. It bolsters productivity, allowing brands to improve their staff experience and productivity.

Espire recently assisted a leading Singapore-based healthcare service provider deploy a SharePoint-based solution to improve employee experience and collaboration with seamless accessibility to data and reports. Read more> here 

With focus on Total Experience (TX) solutions, we are paving the way for enterprises to deploy & deliver the best Customer Experience (CX), Employee Experience (EX), and Business Experience (BX) – with overarching service offerings around Multi-Experience (MX), and User Experience (UX).

To discover how we’re assisting leading brands across industries achieve their business goals, visit > https://www  or get in touch at


Top benefits of leveraging cloud solutions for customer communications service providers

Leading customer communication service providers are leveraging agile CCM solutions hosted on cloud to drive contextual communications at the right time and through the preferred customer touchpoint. Cloud native CCM solutions are secure and a scalable way of future-proofing your business to achieve greater outcomes in record time

Digital transformation 4 top examples of driving engaging customer engagement across industries

Customer engagements across different touchpoints and devices have become a top priority for market penetration and building customer loyalty. With focus on Total Experience (TX) solutions, we are paving the way for enterprises to deploy & deliver the best Customer Experience (CX), Employee Experience (EX), and Business Experience (BX) - with overarching service offerings around Multi-Experience (MX), and User Experience (UX).

Maximize your customer retention with an effective digital communications strategy

In the race of acquiring more and more customers, most digital-first businesses underestimate the power of customer communications for retaining existing customers. A robust digital communications strategy not only ensures a seamless customer onboarding, but also improves customer experience, thereby, increasing customer retention.

Digital transformation usecases for the insurance sector

There is a need for a holistic digital transformation in the insurance sector to offer innovative solutions, keep pace with changing social, technological, economic and environmental change and identify new opportunities in real time. From engagement, retention, selling, and servicing, digital transformation has the ability to bring a customer in direct correspondence with an insurance company

Espires top 10 webinars for fy20 21 a win win for us our partners and customers

With FY20-21 in hindsight, in this blog, we share a list of Espire’s top 10 webinars from the past financial year that resulted in win-win for us, our partners and our clients!

Customer communications management how espire has been delivering scalable solutions amid pandemic

At Espire, our commitment to combat the pandemic with a spirit of unity and resilience has helped our customers and business fraternity with uninterrupted service delivery, without compromising on health & safety of our employees.

Positioning your ccm and cxm strategy for success in 2021

Today, organizations not only face an empowered and tech-savvy customer but also one that is cautious, concerned, engaged and not very loyal. Positioning and formulating a robust CCM and CXM strategy for brands in 2021 would require mapping the evolving customer behavior and requirements, customer inhibitions and spending pattern, which is constantly been reshaped by the ongoing pandemic.

Top 5 qualities for the nextgen cx enterprise in the post covid world

Businesses need to offer relevant & contextual engagements across platforms and devices every time at a breath-taking pace and responsiveness - to be ahead of the competition & earn customer loyalty for life! In this blog, we will discuss the top 5 qualities of the next-gen CX enterprise in the post COIVD world.

Path towards digital 5 ways print service providers can beat the pandemic

Current COVID-19 challenge has fast tracked the push from Print to Digital with Providers now being forced to bring in digital solutions much faster in their roadmap. Budgets are being relooked to focus on investments in digital technologies and solutions, and reduce on operational spends, factories consolidation etc.

Beyond covid19 the smart path from ccm to cx transformation

Brands need to be armed with well-managed centralized CCM platform to support hyper-personalized, real-time, multi-channel and interactive & contextual communications leading to improvised & seamless CX anywhere, anytime!

Speak to Our Digital Transformation Specialists

Let's get you started on the digital-first & transformation journey. Reserve your free consultation or a demo today!