Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital transformation—and increasingly, it’s cloud-based. Make sure your IT team is on track to deliver

Understand your customer completely. This first stage in customer engagement transformation is to know who your customer is, to understand their relationships, interests and behaviour, and to coalesce that information into a single customer view.

Use location to add precision and context. In a mobile world, it’s no longer enough to know who your customers are; you also need to know where they are in order to deliver a real hyper-personalized and responsive experience.

Create relevant communications at the right time on the right channel. The third stage of customer engagement transformation is where the preparations made in the previous two stages converge—using data to inform customer interaction.