The Customer Engagement Stack

Free Report Released Globally

• Released June 2023 — covered by industry media outlets
• Pre-registrations from around the world
• One of the first customer interaction reference models
• Draws from marketing science, the social sciences, technology analysis, and established multi-disciplinary literature
• An evidence-based challenge to common industry concepts

MEDIA RELEASE:

Companies are undermining the vital service layer needed to engage with customers, says independent analyst

An over-obsession with digital has weakened customer service, says Aarron Spinley

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Sydney, June 23 — Companies are focusing too much on short-term digital transactions, and damaging the crucial services layer, says a new report, The Customer Engagement Stack, produced by independent analyst Aarron Spinley.

The report introduces a customer interactions model in response to the modern “technology paradox” of the digital era which Spinley said is central to the collapse of customer service globally. As digital culture has taken…