Research from Twilio, a customer engagement platform that drives real-time, personalised experiences for today’s leading brands, shows that investment in customer engagement is a key driver of revenue growth.
Twilio’s fourth annual State of Customer Engagement Report reveals that, amid constrained resources and economic uncertainty, eight out of 10 (81%) companies that invested in customer engagement met their financial goals. In the UK, 94% of companies that invested in digital customer engagement saw revenues grow, with an average increase of 107%.
The data shows that effective customer engagement strengthens a brand’s ability to adapt to shifting market conditions and evolving consumer preferences. Customer engagement leaders report increased customer retention, conversion and long-term loyalty, while six in ten (58%) UK businesses report that investment in digital customer engagement has improved their ability to meet changing customer needs.
Twilio’s report is based on a survey of more than 4,700 B2C leaders in key sectors across the world, plus a parallel survey of over 6,000 global consumers.
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