June 7, 2021

Hub how-to

Consult Gartner’s glossary and you’ll learn that a customer engagement hub (CEH) is an “architectural framework that ties multiple systems together to optimally engage the customer,” one that allows for personalized, contextual customer engagement, either via a human, artificial agent, or sensors, across all channels. 

Industry experts, on the other hand, equate a CEH to a personal butler for every customer the moment they walk in your store or visit your site.

Whatever the definition, CEHs have become increasingly popular for a simple reason: They centralize all customer interactions in a single, simplified customer experience, enabling synchronization across sales, marketing, and other departments to optimally engage patrons. Put another way, a well-planned and executed CEH is meant to make your old-fashioned contact center obsolete.

Learn more by reading my latest article for Destination CRM, available here.