Digital engagement
Digital engagement describes the adoption of digital services and self-service tools that meet the same needs as direct, person-to-person interaction. There are three common modes of digital engagement:
- Employee-to-employee (e.g., video conferencing, collaboration applications)
- Customer-to-employee (e.g., telemedicine, live chat, virtual events)
- Customer-to-digital/employee-to-digital (e.g., chatbots, self-service platforms)
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