What are CX systems of engagement?

Systems of engagement are similar to the omnichannel. One system might be e-mail and another SMS and another social media or a messaging app such as Snapchat. Their purpose is to provide a consistent and unified CX.

When systems of engagement are collaborative, each customer interaction is routed to the right “system.” Before routing occurs, data on demographics, interaction history, transactional data, customer personas, psychographic information, and other details are analyzed.