Today's consumers interact with brands through multiple touchpoints, rather than relying on just one. They seamlessly switch between shopping in physical stores and online, choosing the most convenient option at any given time.

Brands that fail to offer an omnichannel experience struggle to engage - and retain - customers. That's why many enterprise brands are undergoing a digital transformation, which involves moving from a purely offline business model to a hybrid, omnichannel strategy that provides customers with an interconnected, seamless experience across channels.

But to achieve their end goal of increasing engagement, brands need to make customer engagement a cornerstone of their digital transformation, baking it into everything they do.

This article explores the urgent push for digitization, relevant customer engagement strategies to aid that transition, and the power of Customer Engagement Platforms (CEP) in making such a transformation manageable - even for the largest organizations.