Build journeys that drive better customer experiences

In a world where no-code is growing at an unprecedented pace companies choosing their next CEP have to take care about the way they can connect communications' channel and data warehouse. In the 2024 era and beyond, we believe it's important to let non-technical department such as support, marketing or sales be autonomous in setting up their flows and improve them through the time.

When choosing a Customer Engagement Platform (CEP), it is essential to make sure robust security measures are in place to protect customer data. Key security features include data privacy policies that do not involve selling user data, two-factor authentication for employees and team's member. The platform itself should be designed with security and reliability in mind, ensuring systems are up to date and available. More than security be design, regular security training for vendors' employees and policy reviews are crucial. Access to customer data must be tightly controlled with robust logging systems, and solutions' employee computers should be encrypted and free of locally stored customer data. Additionally, avoiding the storage of servers and security keys in physical offices reduces intrusion risks. All in all, there are lots of security measure and we haven't been talking about data storage and regional regulation such as GDPR.

Choosing a scalable CEP supports the expansion of your customer base and adapts to evolving business needs, providing long-term value and cost-effectiveness that fits with the growing number of integractions. This flexibility allows businesses to maintain high levels of customer engagement and satisfaction as they grow, avoiding the need for frequent platform changes. Scalability is also often referred to pricing as it's important to think about the future when choosing your next customer engagement software. Doing projections in terms of customer base and interactions will help you better predict costs and customization requirements.

Choosing a customizable customer engagement software makes 100% sense in the world of composable platforms, especially as of today where companies are multiplicating tools and technologies. Choosing your CEP with customization in mind will make you look at features such as API usage, SDK availability, and DPA customization for example. But not only, deep within the paltform, you should also look at the ability to build your own custom integrations with 3rd party tools and make these features work seamless between your CEP and other tools you love.

Last but not the least, when enabling a new CEP in your company, you have to make sure you'll get it right and that the most important features will be implemented and correctly used within your company. When looking at support features, you gotta make sure CEP has an extensive help center, with detailed video and step by step guides to help your team get it righ from day one while being autonomous. On the other hand, having a dedicated account manager can be a great asset to train your team and have a unique relationship that empowers your teams with tips and tricks regarding the tool and early access to beta feature for example.