Multichannel customer engagement strategies: Talk about the trade-offs

Talk about the trade-offs of multichannel customer engagement strategies on Twitter with SearchCIO Wednesday, Nov. 19, at 3 p.m. EST.

As more targeted forms of data collection and analysis emerge and consumers go mobile, forward-looking companies are crafting customer-relations strategies based on maximizing the quality of interactions that occur across various consumer touch points. But a comprehensive multichannel strategy is a work in progress at many enterprises. Are your channels scrambled, or are you prepared to assert multichannel dominance?

Join SearchCIO on Twitter Wednesday, Nov. 19, at 3 p.m. EST, for a #CIOChat on multichannel customer strategies. Among the topics we'll discuss: the challenges CIOs face in delivering the right information to the proper customers at the optimal time in the most convenient format, how to build systems to support multichannel engagement, and the pay-offs and risks of multichannel. SearchCIO editors will lead the chat from the site's Twitter handle, @SearchCIO, joined by topical experts and writers and editors from TechTarget.


Date: Wednesday, Nov. 19, 2014
Time: 3 p.m. EST
Host: @SearchCIO
Hashtag: Use and follow #CIOChat

Is this your first #CIOChat? Whether you’re a first-timer or returning tweet chatter, read the following pointers before signing on:

To follow the conversation, type "#CIOChat" into Twitter's search bar. From this page, select "All" to view tweets in real time.

Your first #CIOChat tweet should be introductory, including your name, title and organization.

@SearchCIO will ask a series of questions related multichannel customer strategies, starting at 3 p.m. EDT (Q1, Q2, etc.). In your tweeted responses to each question, please preface with A1 (Answer 1), A2 and so on, then remember to include "#CIOChat". Each tweet sent during the chat should include the hashtag.

Please note that Twitter allows only 140 characters per tweet. You are welcome to tweet multiple responses to each question (consider using format "1 of 2" or "1/2" to identify there is more)

Throughout the discussion, retweet (RT) and favorite tweets you agree with and reply to those you don't.

Please direct questions, RSVPs or other concerns to We hope you'll join us on Twitter!

Next Steps:

Read our new feature story on multichannel customer engagement and sound off on the software you're purchasing to support this strategy.

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How is your company engaging with customers across multiple channels?
I think it's important for any company to engage with customers where they want to be - so that might be one of several social channels, email, in-person events, customer service calls, etc. We take a holistic view of every campaign and work on determining the proper messaging and channels that will have the greatest impact. One challenge is ensuring consistency in communication across channels, since different parts of the company may manage different channels.