Your customer engagement essentials: 10 best practices for 2025

See Pendula in action!

Schedule your meeting with our experts today.

First name

Last name

Company email

Mobile

By providing your information, you confirm that you agree to the storing and processing of your personal information by Pendula as described in the Privacy Collection Statement.
thank you.

Your submission has been received!

Something went wrong while submitting the form.
Please try again!

Want more insights?

Join 'The Convo' to stay up to date with the latest in customer engagement!

Work email

thank you!

You have now been subscribed to the The Convo Newsletter.

Something went wrong while submitting the form.
Please try again!

resource hub

Your customer engagement essentials: 10 best practices for 2025

3 minute read

As we step into 2025, the landscape of customer engagement continues to evolve in exciting, innovative ways. At Pendula, we've reviewed our resources and lessons learned from customers to compile the top ten best practices that will keep your customer interactions effective and ahead of the competition. Let's dive in!

1. Take personalisation to the next level

In 2025, personalisation will transition from being a mere buzzword to an imperative practice. Utilise data to design tailored interactions that address each customer's unique needs, improving satisfaction and fostering loyalty.

2. Leverage AI-powered assistance

AI agents are revolutionising customer engagement. By integrating AI tools, you can streamline service efficiency and provide 24/7 support. Automation is the key to staying ahead of the curve, enabling cutting-edge customer experiences.

3. Focus on omnichannel experiences

73% of your customers interact on a multitude of platforms, so it's crucial to be omnipresent. Maintain a consistent brand presence across all channels—whether it's social media, email, or in-store—to ensure seamless interactions and a unified customer experience.

4. Leverage Rich Communication Services (RCS)

Rich Communication Services (RCS) is revolutionising messaging. Enhance your communication strategy with interactive and multimedia messages that capture your audience’s attention.

5. Prioritise customer feedback

Customer feedback should be a central part of your engagement strategy. Enhancing customer experience has been shown to increase sales revenue by 2 to 7 percent. Regularly seek input from your customers to uncover valuable insights that can inform your business decisions, build trust in your brand, and demonstrate that you value their opinions.

6. Deliver value-added content

Stand out by providing content that educates and entertains. Offer solutions your audience needs, positioning your brand as a trusted resource beyond transactions. 

7. Invest in skillful social listening

Being attuned to the digital conversations surrounding your brand is key to crafting responsive and informed engagement strategies. This is crucial because 82% of people place more trust in customer reviews and opinions than in brand-originated messages. By using social listening tools, you can adapt your strategies based on real-time interactions and feedback, ensuring your approach aligns with customer needs and preferences.

8. Develop engaging loyalty programs

Design loyalty programs that resonate with customer preferences and encourage ongoing engagement. Focus on strategies that not only attract but also retain customers, fostering deeper brand connections and improving retention programs

9. Foster genuine relationships

In an increasingly digital world, human connection remains crucial. Cultivate relationships through regular, meaningful interactions and transparent communication, building goodwill and brand affinity.

10. Keep exploring emerging technologies

Curiosity and adaptability are essential in an every-changing tech landscape. Keep up to date with the latest advancements to position your organisation for rapid adoption of new solutions, ensuring you consistently deliver exceptional customer engagement.  

We’re here to help

By embracing these best practices, you'll be well equipped to excel in customer engagement throughout 2025. From leveraging AI advancements to embracing omnichannel approaches, these practices enable superior customer experiences and stronger brand connections.

If you need ideas on your Customer Engagement strategies or would like a custom demo, reach out now to book in some time. January is a perfect time to focus on strategy and our team of experts are here to help. Book in time today.

Alicia T.

Customer Success Manager